If you have tried the above steps and are still experiencing problems please look for your specific issue in our Battery Pack Troubleshooting article, and follow the suggested steps.

When calibrated, the insert shown on the setup screen will point up when your Carv insert is pointing towards magnetic north.

As we use relative motion sensing, the initial direction that your inserts are pointing on the motion page is not important. If your inserts are pointing in different directions, this should not be a cause for concern.

However, if you are concerned about the motion calibration of your inserts, you can re-calibrate them at any time. For a reminder of how to do this see our article on Insert Calibration & Troubleshooting.

The human body can sometimes act as a source of interference for bluetooth signals. If your Battery Packs 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 Battery Packs. For example, we suggest carrying your phone in a front chest pocket and having the Battery Packs at the 10 o’clock and 2 o’clock positions on your boots.

For help on how to fix this issue please see our Battery Pack Troubleshooting article

If the force sensor dots are lighting up sporadically in multiple colours rather than in areas where force is applied on the insert, you should reset your force calibration to zero and then re-calibrate your inserts.

Both inserts must be connected fully to detect turns. Please check that your cables are fully plugged into the Battery Packs, and that on the set-up page the outline of both your inserts is filled in black with the Carv logo, which indicates successful connection.

If you are still having issues, try re-calibrating the force and motion of your inserts.

Insert Calibration & Troubleshooting

iOS

Carv requires a minimum of iOS 16 or higher, though we always recommend that you use the latest version of iOS.

Android

Carv requires a minimum of Android 9.0 to run, and your phone must support Bluetooth 4.2.

Your device must have Google Play services installed. To read more about android compatibility please see our in depth article here.

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 Battery Packs, please try the following:

• Place the Battery Packs 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 and cache data, read our article on how to do this here.

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

How to Clear Bluetooth Cache

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

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 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

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:

Android Data Transmission Rate Support

3) You may have a hardware issue

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.

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”.