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

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21 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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  • Antoniohundley

    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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  • Richard 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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