Your motor not working can be a frustrating problem to have. Causes vary, however, sometimes wires/connections can shake loose in transit. Don’t worry, we will resolve this together with some troubleshooting.
If you can access a 2nd 48V ebike this will expedite the resolution
- Do you own 2 ebikes?
- Does your local bike shop have ebikes? Bike shops 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 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
If you need to email us, please answer the questions below to get ahead and a quicker resolution.
- Is there an error code on the the Display? (if yes, please explain) An error code number between 20-30 will be showing. Error codes are very helpful in expediting the resolution. They may only show up immediately after the error occurs and not be on the screen later, though the motor will remain non-functioning.
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 will troubleshoot this issue with you, as 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 initial steps could have resolved it.
A. Does your display have power?
Try resetting your display settings to the factory default. Then test the throttle and PAS again
- 0:50 Reset display - Often one of the first steps to take when troubleshooting any problem -With the bike on, display at the main screen, hold the middle (Power) and top (+) button on your display at the same time. Select reset to default 'yes' and hold the middle button to enter that setting.
700 Series: — Manual PDF
B. Check all exterior cables
- Carefully disconnect, inspect both ends, properly align and carefully reconnect. Then test the throttle and PAS again. Look for any cable that is damaged, discolored, pinched, or becomes 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 the wire for damage on all sides (TOP, LEFT, BOTTOM, RIGHT) and send pictures of this area.
Depending on how the damage happened, it may be cut in a different location from what is shown below. The picture below on the right is an example of a wire that has been cut due to neglect while changing a flat and removing the rear wheel.
2. Please send a picture of this connection. The chainstay (near the rear wheel on the right) has a 9-pin motor cable connector, it has arrows for alignment and should be firmly seated.
3. Please share a picture of the cable in this area. 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 and brake line enter the frame and should be checked for damage.
5. Please check this area just inside the grommets to see if any of the cables or wires are under stress or tension as you turn the handlebars left and right. Just inside the rubber grommet there are higo connections for your throttle (yellow), brake sensors (red-2 pin), and display (green-5 pin). The color coding is inside the connection. The connection must be properly aligned before connecting to avoid damage to the pins.
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.You can inspect each wire as it leaves the component for signs of stress or damage. If they become tight as your turn the handlebars, it is likely you could improve your cable/wire routing.
Examples 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.
700 Series Controller Access Video
Check all internal cables, ensure all connections are secured and no cables are crushed, discolored, 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 any damage.
Please send a clear pictures of these connections. You can spread them out and take a few pictures or send individual pictures. Sometimes we notice something an Owner or bike mechanic misses.
The wires circled below in the first picture are some of the most challenging to connect and disconnect. Please inspect them to make sure they are fully seated.
The other pictures have additional information on what each connects to.
Once all connections have been checked, carefully put everything back. Carefully test the throttle and pedal assist to see if either are working.