You and me both.
I thought the same thing as Bryan - They wanted you to delete and recreate.
I guess all I can say is sorry. It’s always frustrating when support personnel do not show proficiency in the products they are supporting.
To be fair, they also said one of my zones didn’t have a path leading into it, which could be part of the problem. How that would matter on NGZ’s I have not clue. Felt like the entire message was grasping at straws vs. saying they have a problem. Having no path has been intentional for months because it kept heading into an area I didn’t want it to go into, so I removed the path. Who knows? I’ll use the gambling analogy. I crapped out, so I’ll put my chips back on the pass line and see if I get lucky and roll a 7 on the come-out roll when they do their next firmware upgrade.
In my case, just modifying the map resolved my NGZ problem. Knock on wood.
Seems like there are some bugs in their code that need to be resolved.
I saw a guy on FB that had his Yarbo drive into a culvert that was marked with a NGZ. Poor thing was completely upside down in the culvert drain.
The told me the same thing multiple times for an area where yarbo gets an error and won’t go back to the dock, but the area with no path is not the one he got stuck and could not go home. Then they told me for the area he had troubles in, to draw a pathway from the dock to this area directly, this is after I told them a few times over again that that area has a path directly to and from.
It really is nerve racking to open tickets for nothing as that is what I get out of it.
I checked our system and found that you have two support tickets regarding these issues:
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#200093 – This ticket is about the Route Calculation Failed (WP032) issue. The latest reply suggested deleting some No-Go Zones because, in some cases, No-Go Zones can cause this error. Adjusting the No-Go Zones can sometimes help resolve the issue. If you’re unsure which No-Go Zone is causing the problem, you can reply directly to this ticket for guidance.
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#200066 – This ticket concerns the route entering a No-Go Zone issue. Our FSE team’s initial assessment is that it may be related to map drift, which is why they requested the logs. We have received your latest feedback and will reinvestigate the issue thoroughly.
Thank you for your patience while we work on these issues, and please continue to update the tickets with any new observations or questions.
@Yarbo-Forum - In the meantime, yet another landscape light was just destroyed in a new zone. It completely ignored the No-Go-Zone (NGZ). Literally moments later, in a totally different zone, it backed straight into another NGZ and completely obliterated the hostas around a tree.
What is the next official troubleshooting suggestion? Cut down all the trees, rip out my 150+ landscape lights, delete every NGZ, and just see if that works? COME ON! Why does this keep happening?
I can only assume the morning stand-up at Yarbo HQ goes something like this:
Team Lead: “Alright, listen up! We must have a feature that is rock-solid right now. I need ideas on how to break it immediately. Who’s got something?”
Bob: “No-Go-Zones!”
Team Lead: “Great idea, Bob! Let’s change the algorithm to randomly violate everyone’s NGZs, and then we will blame the users for putting them in the first place.”
Last year, this thing tried to kill itself twice. Once by driving into oncoming traffic, and the second time I had to physically tackle it before it could drown itself in the pool. Support blamed that on “GPS,” which, given my coverage, I couldn’t really argue with. GPS got fixed with new antennas so now what?
Please, what is the excuse for this? Since UFOs are catching on and going mainstream now, I vote we pivot. Let’s officially change the scapegoat from “GPS interference” to “alien abduction attempts.” Votes anyone?
I feel your pain.
Fingers crossed that the NGZ violation bug will be resolved soon. Seems to me they could revert people to the earlier working firmware in the interim…
I know some people have seen this issue repeatedly. In my case with the M1 it hasn’t encroached on a NGZ or mapped through one. Not sure which mower module you have, but most of the reports I’ve seen seem to be running the Pro mower. It might be module type related. Others can correct me if they’ve seen it with the M1.
None of us want to babysit these while running, but I don’t know if they’ve nailed down the cause of this yet. It’s not ideal, but I recommend keeping a more careful eye on it in areas of concern. Grab some screen shots of diags and shoot videos when it’s misbehaving. Include the timestamp for the issue and submit a ticket.
@mike1 - were we in the same meeting? I got up for more coffee and Bob was curled up on the floor talking jibberish
This must be really difficult because it is never a solution that is offered. We really need to be able to control the update process as users. Forwards and backwards.
I’m really sorry to hear you’re experiencing this issue. Could you please add the approximate timestamp(s) of when the problem occurred to your support ticket #200066?
Once we have that information, our team can retrieve the relevant logs and investigate the issue further.
Thank you for your help and patience.
I do not know exactly what time this happened. I’ve already provided the detailed information that you’re requesting. I was told you don’t have the logs anyways, so I don’t understand why we’re always asked to provide screenshots logs, time stamps, full dossier of what our experience has been for the last three years to troubleshoot something; pull the logs yourself and see what anomalies are in there. I’ve been running IT for almost 30 years. I don’t need the exact second it happened to troubleshoot. Best guest last week Thursday sometime between 1 PM and 1 AM central standard time.
I don’t understand why when a ticket is submitted tier 1 doesn’t go pull the logs and attach them to the ticket for later review. Or at least a link to where they are stored.
You stated what is broken. I submitted tickets over 5 days ago, and I got nothing, not even the tier 1 stupid feedback, nothing. So how will they fetch the logs now?
I submitted a ticket 6 days ago, and haven’t received any response to the ticket at all.
Doesn’t inspire confidence at all. I am really hopeful Yarbo Support gets things under control soon.
They won’t. It will have rolled out of the buffer by the point they get to it. Starts a whole new cycle.
Well folks, we can all pack it up. Yarbo has officially declared my yard safe and my issue “solved.” That should mean you no longer have anything to worry about on this topic either.
Their groundbreaking final solution? I received a message yesterday instructing me not to delete my No-Go Zones, but to increase the buffer around them to at least 12 inches. A brilliant strategy, really, except for the minor detail that I already did that and explicitly told them so in one of my very first tickets.
But hey, why bother reading the ticket history when you can just hit reply, type, “We believe your issue is solved,” and slam the ticket closed? It never ceases to amaze me. I know how many of us have reported this exact same issue on here. Instead of a simple “we’re aware and working on it,” we just get to spin the Wheel of Excuses.
My personal favorite is the old reliable: “It’s probably a GPS issue.” - that was also declared in the solution email. Sorry, my friends at Yarbo, but that excuse has officially expired for me. You already replaced my antennas, and I sit at a rock-solid 90-94% GPS signal at every single location on my property, regardless of tree cover.
So, I’m officially throwing in the towel on getting a straight answer. I am sticking with the alien abduction theory. Honestly, extraterrestrial interference holds up just as well as any troubleshooting step Yarbo has provided us so far. $350 in landscape lights and hopefully not counting further.
Keep your eyes to the skies, everyone. Your unit might be next.
Maybe your Yarbo is haunted??
Seriously though, sorry you got a non helpful canned response from Yarbo Support. Quite frustrating for sure. Maybe ask @Yarbo-Forum for some escalation help.
As an alternative, have you tried calling support and asking to be transferred to someone above the 1st tier support?
Haunted? Now we’re thinking. At this point, an exorcism seems more likely to work than submitting a ticket!
As for calling support, oh yes, always an award-winning experience. I actually always call when I open or follow up on tickets because at least over the phone, the disappointment is instantaneous. I’m pretty sure their “escalation process” is just handing the headset to the guy in the next cubicle anyway.
My personal favorite is asking for a manager and being told they’re “in a meeting.” A meeting about what, exactly? Because it sure isn’t about improving customer service or fixing the absolute abomination of software they keep releasing. If accountability was real and the higher-ups actually cared, this wouldn’t be happening. Whoever is at the “next level” clearly couldn’t care less.
I’ve said it a hundred times: Yarbo could wipe out every single competitor on the market if they just got their house in order. Instead, they are actively losing easy sales. My best friend down in FL was in the market for a mower and the smaller unit. He went with a completely different brand just based on my passing comments about these headaches and reading the exact same horror stories online.
It’s a shame, really.