Troubleshooting Motor Problems
No power to the motor? Throttle non-responsive or PAS not working?
This is no doubt the most frustrating problem to have, often times on arrival after wires/connections shake loose in transit. Don’t worry, we will resolve this together with some troubleshooting.
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 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)
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 10 other items when the 1st item was the problem.
A. Does your display have power?
Try resetting your display settings to the factory default. Then test the throttle and PAS again.
500 Series: VIDEO: Ride1UP KD21C Display Tutorial | 500 Series — Manual PDF
700 Series: Video: Ride1UP 700 Series Display Gen 2 — Manual PDF
Core-5: Display Model: APT LCD 500S: Manual PDF
LMT’D: Display Model: APT TFT 500C 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 extremely tight as you turn the handlebars left and right.
If they have a connection outside of the bike, make sure it is properly aligned and firmly seated. It is best to disconnect and reconnect them carefully while inspecting the end of each cable.
The areas you should be checking are:
Wires at handlebars as they connect to the throttle, display and brakes.
Top of the downtube (just behind the fork where the cables meet and enter the bike frame)
The wire from the motor as it exits the axle of the rear wheel needs to be checked for damage on all sides.
The chainstay (near the rear wheel) has a 9-pin motor cable connector, it has arrows for alignment and should be firmly seated.
C. (To expedite troublehshooting process if capable) Remove the battery, and use the videos listed below to remove the battery panels/housing to access the bike controller.
500 Series Controller Access Video
700 Series Controller Access Video
LMT’d and Core-5 Controller Access Video
Check all internal cables ensure all connections are secured and no cables are crushed, crimped, or torn.
Look for any wires that are pinched or damaged in any way.
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 700 series brake sensors can be disconnected quickly using this video as reference.
The brake sensors on the 500-Series and Core-5 can be unplugged from the controller using the wiring diagram and video listed above to remove the controller.