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 3 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:
Go to the 'More' menu
Go to 'Settings'
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:
For some more context on Carv Maps:
No audio feedback
We are sorry to hear that you're having trouble with your audio! Please try the following:
Update to the latest version of the Carv app.
Disconnect from any headphones, and connect your sensors
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.
Open you device settings
In the search bar type “Text“.
Select ”Text-to-Speech Output”.
Check if '“Google Text-to-Speech Engine” is listed and selectable.
If it’s not there, go to Google Play store.
Search for “Google Text to Speech” and install it.
Once installed, go back to your device settings
Repeat steps 1-3.
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