If you are experiencing problems with your Carv unit, please start by seeing if the following steps resolve your issue:

  1. Make sure you are running the latest version of the Carv app and download the update if necessary

  2. Check that you have downloaded the latest software update for your phone

  3. Firm close the app and restart it

  4. Restart your phone

If you are still experiencing problems please look for your specific Android issue below and follow the suggested troubleshooting steps.

I’m experiencing issues pairing the trackers to my Android device

Please ensure the trackers are fully charged and that you have switched on bluetooth. You should be pairing the trackers through the app rather than directly via bluetooth in your settings.

If the app still isn’t pairing with the trackers, please try the following:

  • Place the trackers on charge

  • Open the Carv app, place the phone directly on top the charging tracker, and press “Pair”

Another common solution to bluetooth issues is to clear your bluetooth cache and data.

I'm experiencing problems with bluetooth disconnections or "GATT" errors

If you are experiencing bluetooth disconnections on your android device or see a "GATT" error while updating your tracker firmware, as a first step follow this support article:

If this doesn't work, please get in touch with our customer service team who will be able to assist you.

I’m experiencing problems with run detection

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

1) Your phones battery optimisation settings are 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 whitelisting the Carv app on your device to 'not optimise for battery'

For battery whitelist and app locking guidance for specific models, please see:

2) 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:

3) You may have a hardware issue

Issues with your hardware such as cable damage can stop data getting from the Carv sensors to your phone. This will result in no runs or skiing being detected.

To check whether you have a hardware issue, please contact our customer support team.

My runs on the map aren't correct

Carv relies heavily on GPS in order to function effectively. Make sure that Carv is allowed to use your location when you are using the app. You can do this by going to “Settings” > “Apps” > “Carv” > Permissions > “Toggle Location ON”.

For further steps you can perform to fix this issue, please see:

If you require further assistance please contact us via the issue form below:

The more detail you are able to provide us with, the quicker we will be able to resolve the issue.

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