Troubleshooting

Most problems have a quick fix in a setting. Find yours below; if it isn't here, email admin@gotyou.co.za.

A ride stopped recording, or has gaps

Android stops apps in the background to save battery, and that is how rides get lost. If the menu shows "Android may stop your ride - tap for the 20-second fix":

  1. Tap it, then Open battery settings. Android opens RideHero's App info.
  2. Scroll to Battery and choose Unrestricted.
  3. Come back to RideHero.

Also keep notifications allowed for RideHero: the recording notification is what keeps a ride alive with the screen off. Some phones have their own battery saver as well - if rides still stop, look for RideHero in it and exclude it.

The position is off the road

The dot comes from the phone's GPS, usually accurate to a few metres. It is less accurate under trees, between tall buildings, in deep valleys, or just after you start.

  • Keep the phone where it can see the sky.
  • Leave Menu > Account & settings > GPS fixes on EVERY 1s - every 3 or 5 seconds cuts corners.
  • Give it a minute in the open before you start, so the GPS settles.

Climbing or gradient looks wrong

  • The barometer drifts with the weather over hours; GPS jumps between fixes. Try the other one in Menu > Account & settings > Climbing measured from. See Climbs.
  • On a phone without a barometer, choose GPS.

A sensor won't connect

Wake it (wear the strap, spin the wheel, turn the cranks), close any other app connected to it, and scan again. More in Sensors.

A ride isn't on the dashboard

  • Check Menu > Account & settings > Account & backup: you are signed in and Backup is ON.
  • Rides go when there is signal. Tap BACK UP NOW to send anything waiting.
  • On the dashboard, sign in with the same email as the phone.

The voice says nothing

Check Menu > While riding > Voice updates is ON and tap TEST VOICE. If the test is silent, check the phone's media volume and its Settings > Text-to-speech.

Questions

My ride stopped recording when the screen was off. Why?

Android stops apps in the background to save battery. Set RideHero's battery to Unrestricted in the phone's App info, Battery. The menu shows a reminder until it is set.

Why is my position sometimes off the road?

Phone GPS is usually accurate to a few metres, less under trees, between tall buildings or in a deep valley. Keep the phone where it can see the sky and leave GPS fixes at every 1 second.

Still stuck? Email admin@gotyou.co.za - we read every message.