Dropping my ride data
Answered
Mid ride today, the Karoo 2 restarted itself dropping my ride data in the process - the Hammerhead logo appeared. I see other people are having a similar issue since the last update. I'm sure it's in hand but clearly it's not an isolated issue
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This isn't good news. Are you running the updated software released on 5-19-22?
On the 5-05-22 software, I had 2 out of 6 reboot mid-ride. Today I rode with the new 5-19-22 software and had no reboots. I was hoping that the 5-19-22 would be safe to use. Can you clarify which software version you are running (5-5-22 r 5-19-22)?
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Hi Paul, We fixed one of the reason causing the device reboot but there could be other reasons still affecting it. Could you please share the serial number of your unit, and the FIT file if it recovered over an email to support@hammerhead.io?
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This is very discouraging. This is a major issue and the same sort of reason that I moved away from Garmin. It sounds like I need to fire up my old Garmin until HH can resolve this issue. I saw on the Facebook forum that another user reported the same issue, so Paul is not the only person.
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Hey Ali. Are your engineers ever going to fix this piece of junk you call a 'high-end' bike computer??? The only high end thing about it is that it should be taken to a very high bridge and dropped off on to its end! You can then give all the money back that you have taken off people.
Your web site states that "Reliability is our bedrock principle, so that your equipment never gets in your way. Karoo also has industry’s leading customer support should you ever need it." That isn't true! Your web site also states that, " detailed upcoming elevation, and highly accurate data, allowing you to explore and achieve your goals.: Also not true! And just one more for your reading pleasure, "We incorporate critical feedback from our users and keep our product at the cutting edge of the cycling ecosystem." Cutting edge??? The unit can't be relied upon not to crash and lose people's hard earned data. Basic $100 bike computers do that better than the Karoo does. And, you have admitted several times that the elevation data and map accuracy are flawed.
Believe it or not, people are very loath to complain to companies, especially new companies, but you surely can't ignore the community posts and the sheer volume of people who are very frustrated with the way your company is operating.
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I've had my Karoo 2 for around a year and this is the first issue I have ever had, updating every 2 weeks probably comes with a few risks but I rather have it that way than wait 6 to 12 months for mass testing to take place in the background. That said the never ending upgrades are exciting and leaves my old Garmin 1030 in the shade.
Perhaps a good workaround would be not to select the auto update until you a convinced by community feedback it's stable, or the ability to revert to previous version is provided by Hammerhead.
Windows/Mac, Andriod/IOS anyone never not had a problem/glitch? It's the nature of software development and I for one fully support Hammerhead for innovation.
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What is being done to solve this by Hammerhead???
When can we expect a fix? It is one thing to have an issue but for them not to speak on it with confirmation and a plan of action for what they should define as a serious issue given the nature of the product is extremely lazy and concerning.
It's funny because at the start of a ride where this issue happened, I raved about the product and by the end I was complaining non stop about losing my ride on one of the most impressive single rides I'll do this year.
Word of mouth is strong and Hammerhead needs to recognize this sooner than later and release stable versions.
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Hi All, I want to assure you that we consider this as a high priority issue, that we believe had been introduced with the ride resume feature released a few months back. We are working through several reasons that can cause this failure, and will be releasing them as soon as we have a fix for them.
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Ali, This should not only be considered a "High Priority", but the "Highest Priority". While the last update had some nice new features, none were more important than fixing this reboot issue. A bike computer that reboots mid-ride, and looses a large part of the ride is as effective as a dog turd strapped to our handlebars.
I am so disappointed to have to pull out my old Garmin just so I can record my full rides. I will use this until HH fixes this reboot issue. If the reboot issue goes on past the 6-2-2022 update, I'll just sell off my HH and count my time with the K2 as a waste of time.
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Does anyone else think that the regular updates are being put out before they are properly tested in-house by Hammerhead. I have the opinion that they feel the need to always have an update every 2 weeks because that is what they promised and some updates are introduced before they are 100% complete. I am sure 999% of customers would prefer an update to be introduced when fully tested and not before!
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Darrell, we don't know all the reasons that could cause these reboots, and have been solving them as we find through user reports. We believe certain beeper events are causing crashes at the lowest level of the software which has been difficult to track for the developers, but we all remain committed to see this solved with the utmost urgency.
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Multiple threads on these support forums reporting virtually the same issue: mid ride rebooting and route/data loss.
I have experienced the same behaviour myself on multiple occasions resulting in the route I was navigating and all ride data being lost/deleted.
Catastrophic device failure mid-ride for countless users? How is this even a thing? If this goes unchecked the damage to the brand could be real as users turn into serious detractors.
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Dylan, damage to the brand is already happening. Several of the folks I ride with aren't happy with their Garmins, so they were quite interested in how the K2 was doing. Some were seriously switching over if the K2 performed well. After 2 reboots in the last 2 weeks, NONE of my fellow riders are interested in the K2 any longer. The consensus is that as least their Garmins record their rides, despite some annoyances. I'm sure potential customers from all over the world are having similar reactions.
What I don't understand is that HH is still working on new features, while this CRITICAL BUG is still around. New features are fun, but losing rides equals losing customers (current and future). All releases should be bug-fix-only, until the reboot issue is resolved.
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I had my first crash/reboot today. I’m on 1.297.1231.12. I had been navigating a route, but had to cancel the navigation due to a trail closure. As I was riding home I selected Navigate to Start. A few miles later I got the Hammerhead logo and a reboot. It asked if I wanted to resume the ride, and I said yes. However, it came back with an error about not being able to recover the ride.
I have Unbound 200 on June 4th, and now I’m a “little” nervous…
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