No power to the motor? Throttle non-responsive and 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 sometimes 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 is your bike?
- 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?
- Is your battery fully seated and secured?
- Does it move or shift if you lightly push/pull it with your hand (if yes, please explain)
- Did you recently change settings in the display? (if yes, please explain)
- Did you recently remove the rear tire? (if yes, please explain)
- Did you recently disconnect any cables? (if yes, please explain)
- 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. 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 & Core-5: Manual PDF
*Core-5 *Old version: Display Model: APT LCD 500S: Manual PDF
B. Check all exterior cables, disconnect, inspect both ends 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 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 on the right) 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 and brake line enter the frame and should be checked for damage.
5. Please send a picture of this area showing the wires going into the frame. Top of the downtube (just behind the fork as the wires/cables enter the bike frame). If you see thin colorful wires, this is not ideal. They may be pulled too tight and your cable/wire routing may need improved. You should adjust your cable routing so that only the thicker black covers are shown and all thin colorful wires stay inside the frame even when you turn your handle bars left and right. Sometimes this can be achieved by removing the cable wrap, then wrapping it again excluding the front brake cable. All wires here 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. 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 videos listed below to remove the battery panels/housing to access the bike controller.
LMT’d and Core-5 Controller Access
- 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 disconnect each connection and take a picture of each end or connector. Then carefully align and reconnect them. Providing clear pictures of each connection can expedite the resolution.
Disconnect the cables for the brake motor cut off, use the wiring diagram and video listed above to locate them. Carefully test the throttle and pedal assist to see if either are working.
The brake sensors on the Core-5 can be unplugged from the controller using the wiring diagram and video listed above. This is not commonly the cause for the Core-5, but could be if the bike was dropped, there was damage to the brake levers, or the wires.
Once all connections have been checked, carefully put everything back. Carefully test the throttle and pedal assist to see if either are working.