Tracker Troubleshooting

October 1, 2022

4 min read

I am having issues with my trackers

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 tracker issue below and follow the suggested troubleshooting steps.

I can’t pair my trackers

Please ensure the trackers are fully charged and that you have switched on bluetooth. Also ensure that you are placing your phone directly on top of the tracker before pressing “Pair”. 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, and follow the steps to pair your trackers. For a reminder of how to do this see: How to pair and unpair your trackers

My trackers are stuck on updating firmware

If you are unable to pair your trackers because they are stuck on updating firmware you will need to follow the steps below:

  • Select the three dots found at the bottom right-hand corner of your screen

  • Once there, select the “Setup Carv" tab at the top of your screen

  • Select "Setup Left"/"Setup Right"

  • Click on the three dots/cog icon in the top right hand corner of the screen

  • Click 'Unpair' then "Both"

  • Click on the three dots/cog icon in the top right hand corner again

  • Select "Recover"

  • If you’re still experiencing firmware issues, please try on another device, if you have access to one. Successfully updating the firmware first on another device may resolve the updating issues on your own device.

My trackers are flashing red while charging

Please try resetting your trackers:

  • Select the three dots found at the bottom right-hand corner of your screen

  • Once there, select the “Carv setup" tab at the top of your screen

  • Select "Setup Left"/"Setup Right"

  • Click on the "Tracker" tab in the bottom left-hand corner of the screen

  • Click on the three dots/cog icon in the top right hand corner of the screen

  • Select "Reset"

  • Please note that you will only be able to see this reset option if your tracker is paired to your phone

This will reset your trackers and the lights should now behave as expected. If your tracker continues to flash red, please submit a bug report and contact us via the issue form at the bottom of this page.

My Carv trackers keep disconnecting from my phone

The human body can sometimes act as a source of interference for bluetooth signals. If your trackers are frequently disconnecting from your phone, we recommend you try moving your phone to a different pocket so that it has a clear line of sight to the trackers. For example, we suggest carrying your phone in a front chest pocket and having the trackers at the 10 o’clock and 2 o’clock positions on your boots.

We also recommend that you try toggling your Bluetooth on and off on your phone. If you are using an Android device you should also try clearing your Bluetooth Cache and then repairing your trackers.

Contact us

CARV APP

The fastest way for us to help you is through the Carv App. From here we can help you with any questions or issues you have by reviewing your session data and providing troubleshooting steps directly in the App.

LIVE CHAT

Alternatively get in touch with us via Live Chat below. Our agents work from 9am-10:30pm GMT (9am - 5:30pm ET and 9am - 2:30pm PST), 7 days a week.

EMAIL

For purchase or product assistance, please contact us through the app as it allows us to support you more efficiently.

If you would prefer to email: support@getcarv.com

For business and partner enquiries: partner@getcarv.com

For career and application queries: join@getcarv.com


PHONE

United Kingdom
+44 (0) 20 3286 6644
9am - 10:30pm (GMT), 7 days a week

United States
+1 917 675 3184
9am - 5:30pm (ET) and 9am - 2:30pm (PST), 7 days a week

0 0