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Troubleshooting

App Issues

Solutions for any in-app issues you may be experiencing on the Carv App. From missing activities to leaderboard issues, answers can be found here!

Last updated 10 months ago

Recent activity missing

Ensure you are connected to a WiFi network or have enabled data syncing over both Mobile data and WiFi. Force close and reopen the app twice, leaving the app open for 5 seconds each time. This should trigger a resync of your data.

Your historic Carv data may take some time to download depending on the speed of your internet connection. Please do not be concerned if it does not appear immediately as all of the data is stored safely on our servers.

If you would like to resync your data head to More > Settings > Resync My data. Please make sure you are always connected to a stable internet connection whilst your data is syncing to your app. Once this is complete, close and reopen the app and you should be able to view your missing sessions.

Segments missing Ski:IQ

You require 8 valid turns for a Ski:IQ. If you do less than 8 turns your Ski:IQ will not appear. If you are missing a Ski:IQ with over 8 turns this may be a temporary calibration error. If this error persists over several segments or runs please contact support.

Low edge similarity and parallel ski scores

If a sync is missed between your phone and sensors then they can become out of sync. To sync your sensors, unpair and repair your sensors.

To unpair your sensors, click on More > Set Up, then click the cog in the top right hand corner. Click Forget Sensors to unpair, then move your phone closer to the sensors and click Pair with Sensors to repair.

This will trigger a new sync. If you have a lower end android phone, you may need to do this more frequently.

Runs not adding to the leaderboard

In order to have your run added to the Ski:IQ leaderboard, you must first make 8 turns to ensure consistency and reliability in the metrics we calculate from the data collected by your Carv units.

The Internet is required to upload your data to our server, which our leaderboard data runs off. By going to Settings > Data Syncing, you can choose whether you want your activity data to be uploaded using mobile data or only when connected to WiFi.

Your leaderboard score is Anonymous by default. If you’d like to be visible on the leaderboard, please go to the Carv app and complete the following steps:

  1. Go to the 'More' menu

  2. Go to 'Settings'

  3. Click 'Visible on leaderboard' and toggle the switch to on. The switch will be blue if it is on.

You can use the filters in the top left hand corner to filter the leaderboards by Age, Gender, Mountain and Run!

Our leaderboard resets every season.

Terrain detection issues

Terrain detection is new for this season, and we're currently on the conservative side. We'd really love to improve this, and are in the process of adding a button to allow you to add terrain feedback if you see a segment which doesn't look right.

Run detection issues

There's a few reasons why Carv may be unable to detect runs:

Your phones battery optimisation settings may be causing the app to be killed when your phone is locked.

On certain phones, we recommend locking your Carv app while recording ski sessions to prevent the app from being automatically closed while running in the background.

On all phones we recommend setting the Carv app on your device to 'not optimise for battery'.

For battery optimisation and app locking guidance for specific models, please see: Battery Optimisation & App Locking

Your device may not be able to keep up with the rate of data transmission from the Carv sensors.

Some lower-end Android devices aren't able to handle the data we send from the sensors 20 times a second. This causes a delay or lag in the data being received by the phone and consequently can cause skiing or runs not to be detected.

For more information on this issue please see this support article: Android Data Transmission Rate Support

To check whether you have a hardware issue, please Contact Support via the Carv App quoting a 'Product Issue' so we can help you as quickly as possible and review your session data.

For some more context on Carv Maps:

Carv relies heavily on GPS to function accurately. To ensure the app works as intended, please make sure location permissions are enabled on your device.

How to Enable Location for Carv:

  1. Open Settings on your phone.

  2. Go to Apps > Carv > Permissions.

  3. Toggle Location to ON.

For more detailed troubleshooting steps, see this section: Debugging Carv GPS of GPS and Bluetooth (GATT) Errors

  • If you’re skiing indoors or in a location with no GPS signal, Carv won’t be able to assign a resort to your session.

  • If your ski resort isn’t listed in OpenStreetMap, Carv will default to the nearest mapped resort.

  • Please note: We’re unable to retroactively change your run or resort data.

No audio feedback

We are sorry to hear that you're having trouble with your audio! Please try the following:

  1. Update to the latest version of the Carv app.

  2. Disconnect from any headphones, and connect your sensors

  3. Turn your volume up to loud and start a ski session. Can you hear the intro? It will sound something like 'Hey [Name]...'

If you can hear Audio when you’re not using headphones, but not when you are using headphones, then your headphones may be the issue.

If you cannot hear this Audio and you are using an Android device, please follow the steps below to see if you have text-to-speech installed on your phone.

  1. Open you device settings

  2. In the search bar type “Text“.

  3. Select ”Text-to-Speech Output”.

  4. Check if '“Google Text-to-Speech Engine” is listed and selectable.

  5. If it’s not there, go to Google Play store.

  6. Search for “Google Text to Speech” and install it.

  7. Once installed, go back to your device settings

  8. Repeat steps 1-3.

  9. Select “Google Test-to-Speech Engine”.

If your phone language isn’t English, make sure to select “English” as the language.

You can change language settings in your phone settings.

If these steps do not help, please contact support.

Contact us

If you run into any problems while setting up or using your Carv 2, the Carv app offers in-app support.

The Carv app is the fastest way for us to help you as we are able to review your session data immediately.

You can also reach out to our support team via email or over the phone. See Contacting Our Team

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