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.
One quick and specific thing to check on the 700 series, is to disconnect the brake sensor wires at the frame of the bike as shown here. If this is the reason your motor is not responded, you will be able to get back to riding in minutes! https://ride1up.freshdesk.com/a/solutions/articles/65000167604
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?
- Please provide a copy of your receipt for professional assembly or professional inspection by a bike mechanic. (if available, if not please mention)
- Is there an error code on 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
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 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. This area needs to be inspected for damage. If the wire is not properly routed the tire could rub against the motor wire/cable 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 to see if any of the cables or wires are under stress or tension as you turn the handlebars 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 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.