Connection issues (App to Bike) Verify the bike is Plugged in and Device's bluetooth is turned on

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33 comments

  • Joseph Julian

    In the past month, your customer Service has been painfully n on-existent. I began writing e-m,ails and making telephone calls on May28th. To date I have not received a response. 

     

    My bike does not show up on my "Select Equipment " screen and often I'm not connected and the "resistance" doesn't work. Your instructions advise to go to "More" and enter bike on "Select Equipment " screen. I do not have a "select equipment" option on my ".More" screen   .

    What does it take to get a customer service response?? Your service of late is unacceptable!!!   Please advise.

     

    Thank you,

     

    J.M. Julian (864) 476-9500

     

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  • ray

    same problem as above and no one answers at echelon!

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  • Deb Circo

    Same as above - resistance not working

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  • Stacey Russo

    I just got mine today and resistance is not working.  Echelon sending another console. 

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  • Antonio hundley

    My Echelon Fx5s is still freezing! 🥶

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  • Aileen Whitaker

    I am not having success with the Echelon Connect app. I have completed five rides and have not received credit for all of them. I have only been able to connect with the leader board once. I am signe up for an annual pass and would like to cancel.

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  • Kimberly Ruiz

    First time I spent a whole hour of my workout time with your online chat to connect my app with the bike. With no time left to workout we finally got it on and he assured me it will just connect the next time. So here is day two and I've tried everything we did yesterday to connect and the app still won't connect with the bike. But now I don't know if because it is even Saturday, there is no live chat button so I can talk to someone about this.
    What a bad investment this is turning to be.

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  • John Saguto

    All the "zendesk" help is for the offer model connect... I have the top model ($,$$$) and have nothing but frustration to get the dedicated tablet to list my bike so I can get connected. It worked once... Please have some way of distinguishing the 5d from the tablet application... It keeps referring to opinions and buttons that are not on the 5s!!?!?? 🤬

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  • Brad Breitenstein

    Updating firmware does not work on the two bikes that i have received.  If i attempt to update the firmware it just says success and when i reboot the bike it stays on the same firmware and tells me I need to update it again. 

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  • Cynthia Spellman

    App not connected
    Tried too many times. What does it take to get the working.

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  • John Saguto

    I found (a rather obscure and very technical) document on how to access and clear the Bluetooth cache on the (Android) Echelon 5s 22" screen. after completing all the steps, and updating to a new firmware from Echelon... it seems to work reliably now. Perhaps having a batch script to help others complete this process would be worthwhile as it seems to occur with other owners as well?  For now, my connectivity issues are (self) resolved. See you all on the leaderboard. ~ PJ

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  • Michael Windom

    i have an Echelon EX4s and my bluetooth will not sink up with ear pods (beats).  Can someone help me with this?  I was on the echelon live chat and the representative Dilyana G never answers the question. she just left and never responded.  I need some help here pls!

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  • Logan Donaldson

    The tablet on my Ex4S lasted about two days before I replaced it with an iPad. There are connection issues especially the dreaded "red bar disconnected". In that case, I find it's easiest to unplug and plug in the bike again at the 12V port on the bottom then a bluetooth selection will appear again. It's frustrating and Echelon should truly be ashamed of their implementation

    It is also unfortunate that Echelon could not include a USB port on the EX4S. The jack for the tablet is 12V output so it will have to be stepped down to 5V to accommodate a USB connection. It can be done but I don't think it's worth it. Again, Echelon should truly be ashamed of their implementation.

    Heart rate to the app from an Apple Watch works well with HeartCast.app for iPhone. Just be sure to tap the heart twice on the class. 

    There are buffering problems from the iOS app to Apple TV but they can be resolved by hitting pause on the workout and letting the sound synchronize. So many little nuisances add up to a horrible user experience. Again Echelon should be ashamed of their implementation. 

    Likewise, if you use an iPad over the supplied tablet, you can use apple earpods or any other bluetooth product. 

    Good luck to everyone.

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  • Scott Sowers

    Still can't connect 5s to Bluetooth. This is the
    Is is crazy bad. Used I Fit before, much better.

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  • Scott Sowers

    Even commenting is hard

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  • Scott Sowers

    2of 52 people found response useful, yet still not addressed. Shows where resources are being applied, not to co
    Customer sat.

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  • Meghan

    Same problem as above!!! Even the app is impossible to chat with rep or send photo of issue as it constantly logs me out.  I'm about to return my bike to echelon.  Way too much money to have it not operate at all!!!

     

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  • Rachel Seremeth

    I, too, am having the same exact issue with my BRAND NEW ex-4s. We got it put together very quickly but have spent the last 4 hours troubleshooting the red bar of death. Please fix!!!!!

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  • Logan Donaldson

    I have an Ex4s. I deleted the supplied tablet and installed an iPad in its place. The iPad suffers from the same connection issues that have been described. 

    When I see the red disconnected bar at the top of a ride, I swipe down to reveal the apple control panel and turn off bluetooth and then turn it back on again. This should let the table find the bike. I touch the red panel and the bike should be there to be selected..

    I have been using BlueHeart with my Apple Watch and that appears to be working. However, I do have to click the heart twice. The first time, there will be no phone available and then the second time, it will be available. 

    It's a lot of extra pointing and clicking but it works for me and doesn't mess up my ride. In fact, the first thing I do when I start a ride is hit pause and then go through the following things I've described. 

    If you have the original android tablet, go behind the bike and unplug and plug it in again. You should hear the connection beep. 

    A simple on/off switch on the Ex4s would have made things easier. As well, a USB port. When I removed the android tablet, I used the remaining 12V plug to attach a powered USB hub that can supply power to my phone and attached iPad. 

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  • Derrik Huey

    I have just bought the EX-4S at my local Costco and I have been very excited to start using it.  I am out of town during the week for my job, but I am home on the weekends.  This weekend I finally had a chance to start using it and I cannot get my bike to connect to anything.  It will not find my local wifi (let alone the app) even when I tell it who it is. I am very frustrated!  I have bought this nice bike and I cannot use it.  I have to travel this week so I will have to wait another week before I can do more troubleshooting.  In the meantime I have asked for help from Echelon, but so far no response.  I will wait for a response for just a bit longer as taking this bike back to Costco is going to be a hassle and more than I want to do right now.  However, I will definitely be taking this back bike by next week if I cannot fix the issue or I do not hear from Echelon.

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  • Logan Donaldson

    Derrik Huey Perhaps, you can quickly test the bike connection by running the Echelon app on your phone or tablet (android or apple doesn't matter).

    When you start the app, you should be able to connect to the equipment from the settings screen and there should be one choice available. When you do this test, just make sure that the Ex4s screen is off or unplugged so your device won't be competing for the bike's attention. With a bike connected to your favourite device, you can do a class. Activating the one year membership has to be done from the website for some reason and not the app. 

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  • Brad Breitenstein

    I need a high-level technician. I took my bike upstairs, plugged it in. Performed a firmware update on the bike as I normally would for any electronics. On the new bike, the Hardware Version and Firmware version was as follows. HW=14 FW=56(not sure exactly). I ran the firmware update on the new bike since it said there was a new update available and now the bike is at HW=10 and FW=51. It seems like my bike went back in versions. When I did a test ride the bike now has the resistance knob backward. I think there is an inherent flaw in the firmware update in the app. I am not sure what it is but something is wrong. I would like to have a technician who is familiar with the bike and updating the firmware to contact me. 

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  • Holly Cumings

    I am very fearful now that I may have made a bad investment.  Received my EX5S yesterday, assembled last night after work - excited to try it out BUT... my monitor will not power up.  Bike has power, all harnesses have power up to the one in the handle bars.  Tried Customer Service 7 times but it just kept hanging up on me, tried live chat with no luck, sent email and got auto response that someone would contact me within the next few days.  This is very frustrating.  Has ANYONE had an issue that was resolved?  

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  • Darla

    I too am having the same problem! It is frustrating as can be-especially as time is money! I feel like I have wasted BOTH. Taking apart the bike to be sure connected properly, installing and reinstalling the app, calling numbers that don’t lead to any one, a YouTube video that doesn’t even produce sound and lasts for 24 seconds. I wonder if a CLASS ACTION LAWSUIT will get this company’s attention. There are enough complaints to qualify.

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  • WAYNE MULROONEY

    Problem fixes

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  • Dylan Fashbaugh

    I have an iPhone that works perfectly with my bike, but my Android tablet can't even see the bike. I have a Huawei Mediapad. Has anyone out there had any luck connecting that tablet? Seems almost like its just flatly incompatible, but... isn't this just a bluetooth connection? I don't really understand how that isn't working?

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  • Abraham Levatter

    Same problem as above.  I was able to connect when I first purchased the bike.  All was well for about two months.  Then the bike dropped off-line and will not connect into my wifi.  It was very difficult to find any support from Eschelon, but when I did I was told I need to show my proof of purchase.  I purchased the bike from Costco and generally do not hold onto my receipts after a couple of months.  I now have to go back to Costco and ask them to print me a copy.  Painful.  I consider this very poor customer support.  I will not be buying another product from Eschelon.  I would take this one back if I could.  Very disappointing.

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  • Sean Francis

    Jumping on the bandwagon. Same problem. Will be riding and suddenly get the dreaded red bar of disappointment. 

    It seems very weird that I have to turn the bike off and on to reset it (sometimes up to 10 times) and lose my progress in a class, when all that needs to be reset is the bike's Bluetooth... should have separate power for the bike and the monitor/tablet.

    What is troublesome is the amount of people with this problem and no clear diagnostic guide/troubleshooting help/or general tips on how to fix this. 

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  • Thomas N. Flagg

    (UPDATE THIS CLEAR CACHE STILL FAILS) - EX5S Bluetooth Connection Issue - Step By Step Fix

    I am hopeful I finally got a clear and helpful response from Echelon.  Hopefully this helps others.  Their instructions are NOT 100% accurate, but perhaps the Android OS made changes in their labels since the manual was produced.

    For reference, these instructions are only confirmed for the EX5S which I have had in use for less than 24 hours.  

    My issue:  I kept having a connection problem between Bluetooth and the screen.  I tried all of the standard things before calling in. Disconnect power, reconnect after 30 seconds.  Disconnect all cords, reset the monitor with the reset button.  none of these fixed the problem.  

    My specific issue is the bike would show as being connected, and then within 2 - 5 minutes the connection would drop every time.

    The fix should be indicated in the manual here:

    The manual for the EX5S, "Trouble Connecting" (page 17)

    https://echelonfit.zendesk.com/hc/en-us/articles/360049030133-How-to-clear-Bluetooth-cache-on-the-EX5S-or-solve-Bluetooth-Share-Stopped-issue

    The problem is it seems this link no longer exists or some for reason I cannot find this. 

    After a conversation through chat with a tech support rep, they provided the following:

    "If your Bluetooth share has stopped, please follow the steps below to clear Bluetooth cache on your EX5S:

    Exit Echelon App by tapping on the bottom right corner of the screen a few times until you see a pop up. Enter the password “1085”, or use "0000" if that doesn't work.

    In the upper left corner next to STAROS there is a lock switch, toggle the lock switch.

    Enter the password “1085” or "0000" On the left side of the screen, tap on “Settings”.

    (I never had to do this step) Enter the credentials Log-in Name: admin Password: 1085 or 0000

    Find and tap on “Apps” under the device category.

    In the upper right corner, there is more icon (ellipsis). Tap on this and hit “Show System” If it already says “Hide System” then you do not need to do anything here.

    (My experience did not show Bluetooth Share, but I clicked on Bluetooth, There was also an option for Bluetooth Midi that I DID NOT TOUCH) Next, find and tap on “Bluetooth Share” Tap on “Storage” Tap on “Clear Data”, this will clear all the data and cache. (I actually clicked on Bluetooth and cleared both Storage and Cache)

    To get back to the app, you can tap on the home button, the circle in the bottom center of the screen. From here, tap “LAUNCHER NOW” in the upper right corner. Unplug the bike and unplug the power cord from the back of the screen then wait 15 seconds. Plug everything back in and turn on the bike."

    This is where I stopped and tried the welcome class again and was able to maintain connection the entire way.

    Once I did this, the connection lasted for more than 2 - 5 minutes.  I think this may have promise, but will monitor over the next 24 hours.  I was at least able to finally get through the intro ride without losing connection.

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  • Teresa Amador

    I got my EX-4S assembled yesterday, plugged it in, the wifi connections came up, I entered my password and nothing. It's just stuck there. It wont accept cancel, it doesn't even try to connect.

    I have unplugged many times and it always does the same thing. I have rebooted the system per customer service and still the same thing. Now they don't answer my email.

    I am stuck at just trying to connect to wifi. The blue light does flash.

    Can anybody help?

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