No power to the motor? Throttle non-responsive or PAS not working?
This is no doubt the most frustrating problem to have, oftentimes on arrival after wires/connections shake loose in transit. Don’t worry, we will resolve this together with some troubleshooting.
If you can access a 2nd 48V ebike you can often expedite the resolution:
- Do you own 2 ebikes?
- Does your local bikeshop have ebikes? (bikeshops with ebikes commonly test some components this way, it may be faster to do some basic troubleshooting as described below, before taking yours into the shop)
- Do you know anyone with an ebike? (it is even worth asking your friends on facebook as it can save a lot of time)
If you do have access to a 2nd ebike of the same voltage, please review the Advanced Ebike Troubleshooting support page.
Background Information (If you need to email us, please answer the questions below to get ahead and a quicker resolution)
- What is your order #?
- What model and frame type is your bike?
- Is there an error code on the Display? They may only show up immediately after the error occurs and not be on the screen later, though the motor will remain non-functioning. An error code number between 20-30 will be showing. Error codes are very helpful in expediting the resolution.
- Did anything recently happen that may be related to the issue?
- Did you recently change settings in the display? (if yes, please explain) Please reset your display as described below and change nothing.
- Did you recently remove the rear tire? (if yes, please explain)
- Did you recently disconnect any cables or did they get caught on anything while moving, storing or transporting the bike ? (if yes, please explain it could expedite the resolution)
- Did you drop, crash, or hit something with the bike? (if yes, please explain) Even if you barely hit something, a curb, a car mirror, etc. It could help us identify the cause.
- Have you ridden up any steep, long hills using throttle for an extended period? (if yes, please explain and estimate the angle and length of the hill. (Was it 10°, 15°, 20°, 30°etc? )
- Did you continue to use PAS after stalling out on a hill or coming to a complete stop? (if yes, please explain)
We can troubleshoot this issue with you, but there will be multiple things to check. Please take your time and be thorough. If a step is not completed thoroughly, it could result in checking additional items when the one of the 1st steps would have resolved it.
A. Does your display have power?
Try resetting your display settings to the factory default. (Click here to skip to 1:13) Then test the throttle and PAS again.
- Resetting the display to defaults - Often one of the first steps to take when troubleshooting any problem.HERE Skip to the reset portion of the video tutorial
500 Series (and new Core-5): Manual PDF
B. Check all exterior cables, disconnect, inspect both ends, carefully align and reconnect. Then test the throttle and PAS again.
Look for any cable that is damaged, discolored, pinched, or extremely tight as you turn the handlebars left and right.
The numbers below correspond to the numbered areas in the picture above:
1. Please remove the rubber cover, inspect thoroughly and send a picture of this area. The wire from the motor as it exits the axle of the rear wheel needs to be checked for damage on all sides.
2. Please send a picture of this connection. The chainstay (near the rear wheel) has a 9-pin motor cable connector, it has arrows for alignment and should be firmly seated.
3. The cable in this area needs to be inspected for damage. If the wire is not properly routed and zip-tied (pro-tip, re-usable velcro strap for computer wires works perfect) the tire or chain ring could rub against the wire or brake cable and damage it beyond repair.
4. This area is where the motor wire, brake line, and cadence sensor wire enter the frame and should be checked for damage.
5. Please send a picture of this area: Top of the downtube (just behind the fork as the wires/cables enter the bike frame). If you see thin colorful wires. They may be pulled too tight and your cable/wire routing may need improved. They should not be stressed or pulled tight as you turn the handle bars left and right.
6. Wires at handlebars as they connect to the throttle, display and brakes. They should not be stressed or pulled tight as you turn the handle bars left and right.
Example of damaged wire and bent pin:
C. (To expedite troubleshooting process if capable) Remove the battery, and use the video below to remove the battery panels/housing to access the bike controller
(Video below shows how to access controller for XR frames. If you have an ST/Step Through frame, please follow this link: 500 Series ST frame - Access Controller )
500 Series Controller Access Wiring Diagram
This process can be quick and painless, but it needs to be completed properly, as rushing the process or using the wrong tools could cause a much bigger headache. We have a video for how to access the controller for each of our models below.
Things to consider:
- You'll need a properly sized screw driver, and in most cases, you will need two properly sized + (phillips) screwdriver bits to remove the battery housing screws easily without stripping them.
- When re-installing, do not force any screw, if you have to force it, it is not aligned or something is in the way and you are likely to cause damage.
- Check all internal cables ensure all connections are secured and no cables are crushed, crimped, or torn.
- Carefully disconnect, inspect both ends for bent pins or damage, properly align and carefully reconnect.
- Be sure to also inspect the full length of the wire for damage.
- Please thoroughly inspect and make sure the 3 connections circled in red below are fully seated, connected and showing no signs of damage.
- Please take and send pictures of each connection.
The brake sensors on the 500-Series can be unplugged from the controller using the wiring diagram and video listed above. This is not commonly the cause for the 500 series, but could be if the bike was dropped, there was damage to the brake levers, or the wires.