Troubleshooting

For help with Carv 1, Carv 2, or the Carv App, please check out the troubleshooting below.

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Carv 1

The Carv logo on each Battery Pack lights up to indicate the following:

  • (While charging) Solid Red = Needs more charging
  • (While charging) Solid Green = Charged to 80% +
  • (While charging) Flashing Red = Charging issue, contact customer success.
  • Solid Blue = Firmware update in progress
  • Intermittent Blue Flash = Battery Pack is successfully paired to the phone via bluetooth

If paired, there will be an intermittent blue flash overlaying any solid colour.

The blue flash occurs when the battery packs are still paired to your phone via Bluetooth. You can stop this by following these steps:

1. Navigate to the setup page within the Carv app.

2. Tap the gear icon and select it.

3. From there, you’ll find an option to put your battery packs into sleep mode.

Alternatively, you can stop the flashing by going into your phone's Bluetooth settings and disconnecting the battery packs from the list of connected devices.

If you have a connection issue, please contact support via the Carv app so that we can check the health of your sensors. You will be required to record the following Diagnostic Session.

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.

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.

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

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

If you're stuck in a firmware update, we'd recommend deleting and reinstalling the Carv app, and restarting the pairing process.

1. Tap the three dots at the bottom right-hand corner of your screen.

2. Select the “Carv Setup” or “Sensors” tab at the top of your screen.

3. Select “Setup Left” or “Setup Right.”

4. Tap the gear icon in the top right corner of the screen.

5. Select "Reset," then choose “Reset Both.”

1. Tap the three dots at the bottom right-hand corner of your screen.

2. Select the “Setup Carv" tab at the top of the screen.

3. Choose "Setup Left" or "Setup Right."

4. Tap the three dots or cog icon in the top right corner.

5. Select 'Unpair' and then "Both."

6. Tap the three dots or cog icon again.

7. Select "Recover."

Carv 2

The ‘/’ light on each Sensor lights up to indicate the following:

  • (While charging) Pulsing Amber = Sensor is charging
  • (While charging) Solid Green = Sensor is fully charged
  • Pulsing White = Sensor is found and ready to pair
  • Solid White = Firmware update in progress
  • Intermittent White Flash = Sensor is successfully paired

If paired, there will be an intermittent white flash overlaying any solid colour.

If you are having issues with your Battery Packs please see our article on Sensor troubleshooting here. (link)

Ensure your sensors are charged and you have the Carv app downloaded. Allow bluetooth permissions. Pair your Carv Sensors using the Carv app. Head to Ski > Set Up, or More > Set Up to pair. Your phone will need to be near your sensors.

If you’re not able to pair your sensors, please try the following:

  1. Plug the USB-C charger into your device 3 times in quick succession, a white LED should turn on followed by the charging LED. This will reset your device, please repeat this on both devices.
  2. In the app, select the three dots found at the bottom right-hand corner of your screen.
  3. Once there, select the “Setup Carv” tab at the top of your screen.
  4. Once both sensors appear in the setup screen, press the “Pair With Sensors” button at the bottom of the screen.

If those steps don’t work, please try the troubleshooting steps below:

  • Turn Bluetooth off in your phone settings and wait ~10 seconds; then turn Bluetooth on again and repeat the pairing process.
  • Restart your phone; then retry the pairing process.
  • Delete and re-download the Carv app. Please make sure you sync any new sessions before completing this step as any data which has not yet been uploaded will be lost. After re-downloading the app, please repeat the pairing process.

If you're stuck in a firmware update, we'd recommend deleting and reinstalling the Carv app, and restarting the pairing process.

Your sensors charging at different rates is not a cause for concern. If one of your sensors will not charge past a certain point, there are a few things you can try.

Firstly, check that you are on latest app and firmware. You can see this by going to the app/google play store, and by pairing the sensors and checking if the app prompts you to update the firmware. If yes:

1. Please try using a different power socket, plug and USB-C wire if possible, as this has fixed the issue for some users.

2. Please complete a hard reset of your sensors:

  • Plug in your sensor and then un-plug and re-plug 3 times in quick succession. You can do this one at a time. A white LED should turn on followed by the charging LED, please make sure you see this to confirm you have reset them.
  • Re-pair your sensors in the app.

3. Try charging it for a longer period of time e.g. overnight.If you have any trouble completing these steps, or if the issue persists please don’t hesitate to get back in contact.

It is quite normal for your sensors to have different battery levels and drain at different rates. We are working on an improved way to display the battery life in the app, but in the meantime they should last 4-5 ski days without charging.

If you have your Carv app open near your sensors, even if you are not recording a session, your sensors will continue to transmit data to your phone, causing them to lose charge as if you were skiing. If you would like to use the Carv app without your sensors losing charge we would suggest you unpair, turn your bluetooth off, or put your sensors into deep sleep. To unpair or put your sensors into deep sleep, click on the cog in the top right hand corner of the Set Up screen and click Forget Sensors or Storing Sensors respectively.

If your sensors do not last 4-5 ski days, please contact support with the days you have skied and we can look into this for you.

To save battery between ski sessions, your Carv Sensors will disconnect when the app is closed. This will stop the Sensors from flashing. If you would like to save battery, or stop the sensors from flashing whilst using the app, you can unpair your sensors by clicking the cog in the top right hand corner of the setup, and ‘Unpair’. The Sensors will repair automatically when you open the Carv app.

If you would like to deep sleep your Sensors to preserve battery life, click the cog in the top right hand corner of the setup, then ‘Store Sensors’ > ‘Enable Deep Sleep’. To wake from deep sleep, simply plug in to charge before you next go skiing.

Your sensors will continue to use charge in deep sleep, if they are fully charged they will take 7-8 weeks to fully discharge. You need to wake your sensors from deep sleep using a charging cable.

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.

If your dust cover has fallen off - don’t worry! The Carv USB port is completely waterproof, so you can still use your sensor as normal.

Carv App

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.

We are sorry to hear that you're having trouble with your audio! Please try the following:

1. Update to the latest version of the Carv app.
2. Disconnect from any headphones, and pair to your trackers.
3. Ensure 'Audio Feedback' is toggled on
4. 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.

1. Open your device settings.
2. In the search bar, type "Text."
3. Select "Text-to-speech output."
4. Check if "Google Text-to-Speech Engine" is listed and selectable.
5. If it's not there, go to the Google Play Store.
6. Search for "Google Text to Speech" and install it.
7. Once installed, go back to your device settings.
8. Repeat steps 1-3.
9. Select "Google Text-to-Speech Engine."

If your phone language isn't English, make sure to select "English" as the language.

If these steps do not help, please Contact Support via the Carv App

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.

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.

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”. For further steps you can perform to fix this issue, please see our article below:

Debugging GPS

The maps in the Carv app run off Open Street Maps, an open source platform. You can request a map update directly in the app by clicking on the info button in the bottom right hand corner of the map. Alternatively you can submit a bug report through the app. Here’s how to do it:

  1. Swipe left with two fingers on the screen or head to More > Suggest an Improvement.
  2. Select ‘Report an Issue’.
  3. Enter a description.
  4. Submit the report.

We make updates to Open Street Maps periodically, which are later released in the Carv app. Alternatively, you can make updates to Open Street Maps directly.

If there is no GPS data for your session, for example if you are skiing indoors, you will not receive a resort. If your resort is not on Open Street Maps, you will be assigned the closest resort in the database.

Unfortunately, we are unable to make changes to your run / resort retrospectively.

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.

Get in touch

If you have any further questions we're always happy to help! Check out our Contact Us page, or Contact Support through your Carv App.

Loved by every level of skier

  • “One of the best investments to improve my skiing I ever made.”

    Randy Babcock

    National Ski Patroller

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    Jeremy Bloom

    3x World Champion, 2X Olympian

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    PSIA Alpine Examiner

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    Stuff Magazine

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    Head Coach, Pro Ski Instructors of America Demo Team

  • “It was the best purchase I have made in a long time.”

    Jonathon Parton

    Carv customer

  • “Best trainer ever. I learnt more in 1 hour than in one week with a real person. Can't wait for next winter.”

    Christian Müller

    Carv customer

  • “People with me commented on how much better I was skiing”

    Paula C

    Carv customer

  • “Carv was exactly what I was waiting for - instant feedback on my ski technique, and now I really understand the sensation of carving and how to improve.”

    Ruth Louise

    Verified Carv user

  • “Carv brings a new perspective to skiing. The pressure sensors allow you to see exactly what's going on. It really works!”

    Filip Filisar

    Olympian, Ski Cross World Champion

  • “I highly recommend CARV to anyone who wants to improve their skiing technique whilst hurtling down a snowy mountain every year.”

    Patricia Montgomery

    Carv customer

  • “A great and unique tool for any reasonably serious skier.”

    Richard Salzedo

    Carv customer

  • “It's something that not only can help the best racers in the world improve their time by the 1/100th of a second that matter but it can help a whole range of people ski better.”

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    Founder, Faction Skis

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    Luka Krajnc

    Head coach, Slovenian Ski Cross Team

  • “The whole concept of CARV is mind blowing. Amazing!!”

    John McQuaid

    Carv customer

  • “When I tested Carv, it was constantly analysing my form and reminded me to correct some of my old habits that had resurfaced!”

    Dominic Haffner

    Co-Founder, Unique Skis

  • “It’s not just what you can see, film, or even how the athlete feels. With Carv you actually know what’s happening.”

    Jernej Koblar

    3 Time Olympian, Alpine Skier

  • “The first week of use blew me away. The improvement (noted by my wife) was tremendous”

    Justin

    Carv customer

  • “Fantastic bit of kit - especially for intermediate skiers”

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    Carv customer

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    Carv customer

  • “A great way for skiers of any level to improve their technique”

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    Carv customer

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    Denis O’Brien

    FFS National Ski Instructors Premier Degree France