Hi there - I read somewhere Zwift is looking for a fix for this, but not great when I am paying to use the service cand cant see other riders or join events - Do we know how long this fix is going to take? Is there any compensation for someone paying for the service but not getting all the advertised benefits - OR is there a solution to fix this yet?
Hi @Will_Beukes! Welcome to the Forums, I’m Norman from Zwift.
I’m sorry to hear you can’t see other Zwifters sometimes, I haven’t seen reports about this happening recently so it’s worth checking if some troubleshooting can solve this! I reviewed your in-game generated logs and these are my recommendations:
You might be suffering from multiple sessions which can create unexpected anomalies, I’ve seen that you log in from 3 different tablet devices, but in some instances, I could see that some sessions stay open.
I recommend that whenever you log in to the game, you wait for the option to end the ride and wait for it to save! Also, don’t leave the app running in the background, instead try and Force Close the App when you’re done using it.
Another possibility is connection issues, and for that, we have a very intuitive article ready! You can check it out anytime.
If the issue persists, we’re very happy to give you more personalized assistance! Just contact us to get started.
Thanks appreciate the quick response - the 3 different tablets include the following, 2 x iPads where I cant see other Zwifters and on my android phone where I can see other ZWifters but want the big screen of the iPad and therefore cant be the network as they all use the same wifi. I also cant get the companion app to work either’
Are you perhaps running a VPN on the iPads or have something else that might be restricting things?
Nope, no VPN or anything else. Its just so weird
Have you tried a reboot of the iPads? Is the phone connecting via the same wifi and not the celullar data network?
I would also try rebooting the router.
I agree with the suggestion to reboot all of your network equipment. For testing purposes, I would delete the Zwift app from two of your three devices. Then run it on a freshly rebooted iPad and Companion on the phone. The fact that two devices can’t see other riders and Companion doesn’t connect strongly indicates a home networking problem. Having multiple sessions open on different devices can also cause you to lose saved rides and progress, and can cause trainer pairing problems, so it’s very important to avoid that scenario.
Thanks, will try that as well and see how we go. I did the modem reboot as well. Hopefully it solves the issues
Just wanted to reply here - thanks all for the feedback, in the end it was the wifi network that was playing havoc, reset the wifi network and removed an extender that I think was causing all the issues - all working well now - Cheers
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One final remark, I experienced the same issue. It was caused by my firewall settings. Decreased the firewall setting from high to medium, that solved the issue. I did not figure out what setting in detail caused the issue, but it worked for me.