Well I hadn’t had any drops after the latest Apple update on my iPhone (14.4), and so I had held off emailing Saris. Though yesterday out of the blue I got a disconnect again, and this time I had to power cycle the H3 for it to come back (LED was off on it)!
And so I just sent a support request to Saris, the CEO and President. I am copy/pasting the email I sent, in case this can make it easier for others to report this issue.
To: support at sarisdot com,cfortune at sarisdot com,jfrehner at sarisdot com
Subject: Saris H3 permanently disconnects from Zwift mid session, until Zwift is restarted
"Dear Saris support:
My Saris H3 permanently disconnects from Zwift mid session, until Zwift is restarted.
I am using a Saris H3 with the following configuration:
Name: Hammer 46800
Serial #: xxx
ANT ID: xxx
BDA: xxx
Firmware version: 31.063
PnP Id: xxx
*Software version: 37.013 | 009b | 0001 (reported up to date as of 21/01/29) *
*With Zwift version: 1.0.61590 ( as of 21/01/29 ) *
Hardware platform: iPhone XR iOS 14.4 / iPhone SE - Happens on both platforms
At some point during the work out, Zwift will lose control of the Saris H3, which requires shutting down the Zwift application and restarting it. When the connection dropped during yesterday’s work out I had to power cycle the Saris H3, which is a first. Typically power cycling Zwift would be sufficient.
This issue has been reported for months on the Zwift forums, and seems to be specific to the usage of the Saris H3 with Apple products and Zwift. Please see below:
<removed link to this post since these forums don’t seem to allow links ???>
*If this is an issue with Zwift, then please Saris help us identify it. If this is an issue with the H3, then please Saris fix it. At this time I would not recommend the H3 for use with Zwift. *
Regards,
JS"
After sending this email I received within 3 minutes what appears to be an automated reply stating:
" Thank you for contacting Saris. Your inquiry (xxx) is important to us and we will connect with you as quickly as we can.
As our Saris team adapts to the changing global environment due to COVID-19, as well as increased product demand, we wanted to share what you can expect from our customer support team at this time.
Our incredible support team is still available to assist with requests remotely. Due to an unprecedented number of requests, you may experience a delay in response. Please know our team is working hard to respond to all requests as quickly as possible. To help expedite the process we’ve closed our phone line to better serve our customers. We appreciate your patience and understanding during this time.
We have a large library of resources available in our
For replacement parts, you can find them at Sarisdot com
Questions about bike trainer compatibility, check out Bike Trainers 101
Needing information bike rack fit, you can find our fit guide here
If you are a bicycle dealer or retail partner’s, please reach out to sales at sarisdot com
For international retailers and distributors please reach out to internationalsales at sarisdot com
If you have additional information to add to your inquiry, please reply to this email."
It is interesting that they characterize themselves as an " incredible support team", I thought this would only be an assessment that us, the users of their products and support service would be entitled to make… Regardless, hopefully I get a satisfactory response to this request in a timely manner, and in a way that can fix this issue. Only at this time will I believe that the team at Saris provides incredible support.
Regards,
JS