Photon: Bluetooth not connecting
There are two scenarios where your kit's Bluetooth is not connecting to the CYC Ride Control mobile app:
- If you are unable to find your bike when pressing the "Search" button on the Ride Control app
- If you can find your bike on the Ride Control app, but it does not allow you to connect when selecting it.
IMPORTANT: The Bluetooth module sits inside the speed sensor provided with your kit.
Unable to Find Your Bike
Symptoms
You are trying to connect to the Ride Control app but your ebike is not showing up even after you have pressed the "Search" button.
Reasons
- Your mobile device is too old
- You are using the incorrect app
- You are trying to connect from your phone's Bluetooth settings page
- The speed sensor is not plugged in or has failed
- The controller is not picking up the speed sensor
Checklist
- Ensure your mobile device is compatible:
*iPhone: Requires iOS 12.0 or later
*Android: Requires Android 5.0 or later - Ensure that you have the correct mobile application: CYC Ride Control
- Ensure that you are connecting via the CYC Ride Control app and NOT via your device's Bluetooth settings page
- To ensure that the speed sensor is connected securely, unplug the speed sensor and plug it back in
- Ensure that the kit is turned on at the display
Troubleshoot
If you have completed the above checklist and you still cannot find your ebike, confirm the following:
- Check if the display is picking up the speed reading.
*Kindly note that the speed sensor magnet needs to be positioned close enough to the speed sensor. Ensure that the magnetic side of the speed sensor magnet is facing the speed sensor module. - Check that the wire and connector from the controller to the speed sensor are not pinched in or bent flat
- Check that the pins inside the connector are not bent
*Note that bent pins can immediately break the signal. If you see any signs that a pin might have been bent, ensure you communicate this to CYC or your authorized reseller. Providing inaccurate information may lead to mistakes in diagnosing your issue. - Check for any errors/ abnormalities on the display.
*Note that error code 29 (Speed sensor error) may be displayed if your speed sensor is not plugged in or is faulty. If you have any additional errors, it may point to a controller issue. Be sure to also check for abnormal controller and motor temperature readings or a flashing battery indicator. If your battery level indicator is flashing and then returns to normal, it is not an issue. It is only an issue if it keeps flashing. - Check if your ebike's throttle and pedal assist is working
*Ensure that you are testing the ebike while riding normally and not only on a bike stand. The motor should still run even if the speed sensor is disconnected.
Solution
If a replacement component is needed and your kit is still under warranty, be sure to reach out to CYC or your authorized reseller. You may be asked to provide your order number, receipt, or proof of purchase along with evidence of the issue to qualify for a warranty replacement.
1. Replace the speed sensor
If your display is not showing any speed reading and/ or you are getting error code 29 (Speed sensor error) after you have confirmed the above information with no additional error codes, your speed sensor needs to be replaced.
2. Replace the controller and speed sensor
If you are receiving any additional error codes such as the Display/ Controller Error, you are receiving any abnormal readings on your display, or your kit is not running via throttle or pedal assist, your controller may need to be replaced. We replace the speed sensor along with the controller and swap out both components simultaneously for safety.
See the article below for steps on how to replace the X6P controller:
Unable to Connect
Symptoms
You are trying to connect to the app but when you select your ebike, it does not connect or throws out an error. This may be paired with other issues such as being unable to get any power output from your kit via throttle or pedal assist or a Display/ Controller error.
Reasons
- You have more than one ebike and is selecting the wrong bike
- You are trying to connect from your phone's Bluetooth settings page
- The connection has timed out
- Your controller's firmware has been corrupted
Checklist
- If you have more than one CYC ebike, ensure that the rest is turned off or further away from you
- Ensure that you are connecting via the CYC Ride Control app and NOT via your device's Bluetooth settings page
- Ensure that you keep a close distance between your device and your bike and that your device's connection is stable
Troubleshoot
If you have completed the above checklist and you still cannot connect to your ebike, confirm the following:
- Check for any errors that may show up when attempting to connect, such as "Incorrect firmware".
Solution
1. Reflash your controller
If you have gone through the checklist and you have confirmed that there is an error showing when attempting to connect, a firmware reflash via PC is needed.
You can attempt to reflash your controller at home or take your bike to your authorized reseller to let them do it for you. We strongly advise having a look at the steps provided in the linked article below before deciding to attempt the firmware reflash at home.
You will need to get the correct programming cable from CYC or an authorized reseller and a Windows-operated PC before you can reflash the firmware. In some cases, the programming wire may be arranged for you under warranty. Inquire with CYC or your authorized reseller if you are experiencing this issue.
See the article below for refreshing your firmware via PC:
2. Replace the controller and speed sensor
If you have attempted to reflash the firmware via PC but were unable to do it successfully, it may indicate that your controller needs to be replaced. We replace the speed sensor along with the controller and swap out both components simultaneously for safety.
If a replacement component is needed and your kit is still under warranty, be sure to reach out to CYC or your authorized reseller. You may be asked to provide your order number, receipt, or proof of purchase along with evidence of the issue to qualify for a warranty replacement.
See the article below for steps on how to replace the X6P controller.