If you can see Cadence, Output, Calories, Speed, and Distance changing in the app while you are in a ride, but Resistance stays at 1 or fluctuates irregularly in the app, even though you can feel Resistance changing physically on the bike, you likely have a defective encoder wheel. This goes for the Connect Bikes (EX-1, EX-3, EX-4s, EX-4s+, EX-5, EX-5s, EX-7s, EX-8s, EX-Pro).
Please contact Customer Service and provide your serial number and a picture of your proof of purchase.
If you can see Resistance along with all other stats changing within the app, but you cannot feel the resistance changing physically on the bike, then use this FAQ article to make sure your motor arm is still attached> How to Reattach the Motor Arm of a Connect Bike EX-1, EX-3, EX-4s, EX-5, EX-5s, EX-7s
Also see this FAQ if your motor arm is attached.> https://echelonfit.zendesk.com/hc/en-us/articles/27025120059027-I-see-resistance-changing-on-my-bike-but-I-do-not-feel-it
If you have checked and the motor arm is attached, then we need to know when you are looking at the motor and turning the resistance knob all the way to the right, if you see the motor moving the magnet closer to the fly wheel. If you do not, then your motor may be defective. Please send in a short video along with the serial number and a picture of your proof of purchase.
If you have an EX-1, EX-3, then check the wires going into the console of the bike. Unplug the bike, unplug the wires going into the bottom of the console, and plug them all back in. Then, check the resistance on the app again.
~Is the blue light between the handlebars flashing, solid, or off?
If the blue light is flashing or off, then the bike is not paired to the mounted tablet or mobile device using the app.
~If the blue light is solid, then move to the next question?
~Do you see a red "Disconnected: Tap here to reconnect" banner while in a class?
You will see this if the bike is not paired to the mounted tablet or mobile device running the app.
~Are you able to see other stats (cadence/output/etc) correctly in the app?
~When you adjust the resistance knob can you see changes in the numbers on the application?
~When you adjust the resistance knob all the way to the right does it feel harder to pedal, even if it's not as hard as you think it should be?
~When you adjust the resistance knob, can you hear the motor in the bike whirring or making any kind of noise?
~Can you adjust the resistance from the resistance presets in the class on the app and feel physical resistance?
FAQ for resistance presets> https://echelonfit.zendesk.com/hc/en-us/articles/5758777696915-How-Do-I-Use-Presets
Resistance issues on my bike
