If you are experiencing problems with your Carv unit, please start by seeing if the following steps resolve your issue:
Make sure you are running the latest version of the Carv app and download the update if necessary
Check that you have downloaded the latest software update for your phone
Firm close the app and restart it
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 do the following:
Completely close the app and restart your phone
Place the trackers on charge
Open the Carv app, place the phone directly on top the charging tracker, and press “Pair”
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 please follow the instructions on how to clear your bluetooth cache.
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
Carv relies heavily on GPS in order to function effectively. Make sure that Carv is allowed to use your location both when you are using the app and in the background. You can do this by going to “Settings” > “Apps” > “Carv” > Permissions > “Toggle Location ON”.
The Android battery optimisation settings can sometimes infringe on Carv’s ability to connect to GPS signals, causing gaps or inaccuracies in the data from your run. If you are having run detection issues, we recommend that you enable battery whitelist through the Carv app to exempt the Carv app from battery optimisation settings.
In addition, for some phone models we recommend locking your Carv app while recording ski sessions to prevent the app from being automatically closed while running in the background.
For battery whitelist and app locking guidance for specific models, please see:
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.