Can’t Turn Off Auto-Pause for Indoor Ride Profile

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    Nicholas Garcia

    Same issue. Any updates?

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    Charles McCarthy

    No update. Hammerhead, anyone out there?

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    Christian August

    yes, same issue; no actually worse! my K2 unit now goes into Auto-Pause in every single profile, no matter what.  The unit is basically an extremely overpriced paper weight; that is an understatement.

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    Stephen smith

    same issue, it's been driving me crazy for days trying to figure this out. Bueller Bueller Bueller

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    Charles McCarthy

    I've sent in a ticket to support earlier this week but have yet to hear back. I thought Hammerhead was supposed to have unrivaled customer service.

    For those with the same problem, I encourage you to send in support tickets as well. Maybe the fix starts with a critical mass of unhappy customers. 

    Hammerhead, please respond to this thread! Thanks.

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    Nicholas Garcia

    This is the response I received this morning.  seemed to work but have not fully tested it yet.

     

    "Thank you for writing to us and I am happy to answer your question.
     
    I have confirmed that this is related to a bug that we identified and the team is already working on. It has been affecting riders on indoor setups who are not using a speed sensor.
     
    I would like to assure you that the fix is already in testing phase and will be released in next week's update. I am sorry for this may be a while before you can use it the way you want it. I have also added your email address to the list so that we can inform you before hand when the fix moved to the software update.
     
    However, I do not want to leave you with nothing and we have found a workaround which we have suggested to other riders affected by this bug. You can to create an outdoor profile with auto pause disabled, start the ride on that profile, make sure it is not auto paused, then switch to the indoor profile."

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    Charles McCarthy

    Thanks for that, Nicholas! Not sure why I'm not receiving a similar reply as I did email them. 

    I'll try the workaround for now. 

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    Ali

    Hi All, I can confirm that we will be getting a fix out on this bug next Thursday after the internal and ATG testing phase. Thanks, Nicholas for sharing the workaround offered by our support team.

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    Mikolaj Dobski

    Hi Ali, thanks for the info that you got a fix but does Hammerhead (or SRAM) REALLY think it's a good idea to wait 2 weeks to release this fix? That's a damn hotfix to our paperweights... I lost half my training trying to figure out why is it on auto-pause... almost had my device hard-reset. Thanks for a fortnight of paperweight :/

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    Christian August

    Over a week ago the fix was promised today, 03 Nov, so where is it?

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    Christian August

    Myself specifically, as well as the K2 community at large were told a fix for the K2 Auto-Pause bug caused by the most recent firmware build 1.335.1353.12 would be included in the next firmware and be released on Thursday, 03 Nov 22. I believe I speak for a significant percentage of K2 owners who are not satisfied with the level of support Hammerhead prides itself, it is nothing to be proud of, it's far from good. Of those customers, many (myself included) are tired of being beta testers for buggy K2 firmware's which are not thoroughly tested and/or not ready for production release especially without an option of reverting back to previous build code, but they are released anyway. We have been patiently, though frustratingly, waiting for more 2 weeks for our units to work as expected, as they did prior to the latest problematic firmware release. We were told it would be released today, 03 Nov 22, but it wasn't. Why? Hammerhead routinely spams us with sales and marketing crap, but when your poorly coded and unthoroughly tested firmware breaks our unit's its radio silence and empty promises. Sound business advice, stop the sales and marketing BS and start paying attention the issues at hand.

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    Jake Allegrini

    Agree with above posters. I no longer recommend the Karoo to friends. Also, the workaround does not work.

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    Charles McCarthy

    The workaround worked for me a couple of times but not always. I have had to create several “temp” profiles to record indoors. They seem to work once before I have to create a new profile for the next indoor recording. Not ideal. Hammerhead, can you give us all an update please?!

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    Christian August

    Hammerhead is a complete joke!

    Support now says this "prioritized" fix promised over a week ago to be released yesterday, 03 Nov 22, won't be released until 17 Nov 22.

    It takes a month to fix functionality broken by their own poorly coded and unthoroughly tested software?

    Complete clown operation!

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    Bill Munyan

    To whom do I direct my request for a full refund?  I'll happily send this PoS back and go back to Garmin

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    Mikolaj Dobski

    Another day, another perma-paused training...

    The workaround does NOT work. Spent fifteen minutes and a few new outdoor profiles. All of them got insta stuck in the pause even though it was disabled and a cadence sensor was connected.

    C'mon HH... Release the interim bugfix or roll back the update to previous version!!!

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    Wolfgang Henke

    same issue here for all profiles indoors and outdoors

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    Mike Baldwin

    Same as Wolfgang - I only have one profile (maybe that's dumb but it seems to work for me) and it stays paused when I am indoors on the trainer, not matter how many times I toggle the auto-pause via the dashboard - Sad Panda :(

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    Mikolaj Dobski

    Ok... Just to help the community as we cannot hope for help from the manufacturer...

    I managed to run an indoor profile... The bad news... I had to pair my speed sensor and keep in reach of karoo on my indoor ride - yes, I took it of my bike and will bring it to the gym >.<' That at least allows me to record my training.

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    Christian August

    I am nearly 99.998% certain Hammerhead has known this was the actual workaround (adding speed sensor to indoor profiles) and hasn't bothered to let their customer base community know; they simply couldn't be bothered to care.

    This is the level of support they feel is "best in class" and "pride" themselves...

    I encourage everyone to let Hammerhead's parent company SRAM know how pathetic Hammerhead Support is because they may only get "the memo" when upper-level management starts inquiring.  You can do so via support@sram.com and reference your individual case ticket number and this community thread.

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    William

    Preaching to the choir here, but, as another example, I have my first zwift racing league race tomorrow and no functional Hammerhead Karoo 2.  I borrowed an old Garmin but this is really a drag and I agree with the other commenters that this reflects very poorly on Hammerhead and SRAM.  I used Garmin for over ten years and decided to give Hammerhead a try.  Not a good start here.   How hard can it be to debug this issue?  

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    Bill Munyan

    I wonder if their auto-pause was working?

     

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    Jami

    Hi all. Sorry for the delay with the bug fix for this. It was scheduled to be released on the 3rd, but an issue with the release was identified by our testing group. The decision was made to postpone the release to allow the issue to be corrected. We hope to release this update on the next release date, the 17th of November.

    I want to provide some clarification for those who are having trouble with the workaround of starting the indoor workout in an "Outdoor" profile. Here are the steps to get the autopause disabled for an indoor workout:

    • Open your "outdoor" profile, turn autopause off in Control Center, and let the Karoo 2 get a GPS location fix. Depending on the structure of your home, you may need to get near a window to get a location fix.
    • Once you have a location fix, start the recording and move just a little, autopause will turn off and you can then move to wherever your trainer is.
    • Use Control Center to "switch profiles". Select your "indoor" workout profile.
    • The "indoor" profile will open and autopause will not come on.
    • Complete your workout.

    You must start in an outdoor profile because GPS is disabled in an indoor profile. You must get a GPS fix if you don't have a speed sensor. 

    As noted in the support steps shared above, this only impacts setups that do not have a speed sensor. The other option is to pair a speed sensor with the Karoo 2 if you have one - if there is a speed sensor present, it won't go into auto-pause. 

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    Mikolaj Dobski

    Hey.... well yeah... in a basement gym... good luck getting a fix... and thanks for having to pop on and off my speed sensor :/

    Anyway... they point is it is not about the workaround... It's about the flow that you guys can't push a critical bug fix just when needed.... A month waiting in 2022 is not ridiculous.... It's amateur, unreliable and a total trust fiasco.

    PS
    I just damn hope that as you are meddling with the indoor profiles you will include my fix to the strava issue (ticket #111078 with ready solution).

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    Christian August

    Mikolaj, et. al.,

    I agree with your statements...

    Additionally, for myself a major issue has been Hammerhead's complete lack of communication with its community of users, its customer base, in essence its revenue stream.

    Jami's official response above is (was) nearly 3 weeks into the bug release and 2+ weeks since users have been submitting support tickets and posting on this community blog.

    Said official response is 2+ weeks overdue.  Hammerhead left its customer base as a whole, specifically those of us who use indoor profile(s) or profiles without speed sensors, blowing in the wind.  Any legitimate business operation catering to niche, high end, customers would have been on top of such a flaw immediately.  In this case, with this business, it has been the complete opposite.

    Hammerhead, and SRAM for that matter, have once again failed miserably.

    Hammerhead simply doesn't understand how honest, upfront, prompt communication correlates to customer satisfaction.

    When stuff breaks and the cause is directly related to release of poorly coded and untested software, taking rapid, proactive ownership of the situation is one of many keys to making amends.  Another bullet point to make is keeping the customer informed in a timely manner when promises are going to be broken and/or deadlines won't be adhered to.

    The above is basically common sense.  Having to explain it is borderline absurd.

     

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    Zachary Harner

    I have been having the same issue here so it's good to know I'm not the only one.

    While I understand there can be delays in pushing software updates, I think given how long it seems people have been aware of this issue, may I suggest that, even if a fix is not imminent, something like the post Jami made above just be emailed out to all users who subscribe to communications on software updates/patches?

     

    I think just letting users know there is a problem and suggesting a temporary fix is OK, but as customers we shouldn't have to search around this forum to find the solution/state of affairs. Sending what Jami wrote in an email to users in cases like this would be trivial to do and would save both hammerhead employees and customers a lot of time communicating on these forums and submitting support tickets. Cheers.

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    Fred

    Be aware!!! Hammerhead suspended my support account under another email because I complained about this issue. Clowns!

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    Bill Munyan

    RIDICULOUS!  They could have been DEBUGGING in the time it took to find/suspend you!  Hire some fired Twitter engineers, they'll fix this in a heartbeat!

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    Ali

    Fred - could you please share that email address with us? Please share it over an email to support@hammerhead.io.

    We know our riders are unhappy with the inability to turn off the auto-pause, and we intend to release the fix as soon as it is ready. But we would never suspend any account due to any complaints or issues. I'd like to review your complaint and take necessary actions.

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    Mike Baldwin

    FYI - After posting here I opened a ticket with Hammerhead.  Within 36 hr received a response that was super transparent (this is the issue, this is how it has played out for us internally, we had to make X & Y decisions, and this is when we expect a fix), and it solved the problem.  I only needed to make sure the unit got a GPS fix before starting my indoor workout (hold the device out the window for 5 seconds).  I can manage that for a week or two.

    The way I look at it, if we want a device that constantly is evolving & improving (eg love the CLIMBER feature, and the radar) then part of what's baked into that equation is there will be some glitches.  Yes, in a perfect world the testing group catches the bugs but it's unrealistic that it will be 100% perfect for all time. And yes, the true test is how they step up and address their glitches, and in my experience it has been top 5% for tech support (considering my lifetime experiences).

    If  0% glitches is the priority (and realtively static UI) then Garmin could be a better fit.  If something that can be adaptive to the users is more important, then this is the place, but let's not act like it's Starbucks where you can beat up some teenage barista and make them cry if they forgot the cocoa powder in your nonfat mocca -  I bet SRAM gave these guys a limited runway to become somewhat profitable (or at least slow the burn rate), so let's not burn the house down and end up with $350 bricks 1 year from now.

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