Connection lost

Bugs and Support
1

Hi,

I was riding Tour the Zwift Stage 4 La Reine this afternoon and with 3 km to go my avatar stopped and I got a connection failed message. Strange because my bluetooth and wifi were okay. Whilst trying to fix cadence was lost and did not reconnect.
I did not reive the La reine route or the stage in Tour the Zwift. Very disappointing.

2

Hi @Angela_de_Heer.

Welcome to the forums! My name is Haziel, and I’m part of the Zwift Support team.

I have review your logs, I noticed that there were some signal interruptions in your data packets over Bluetooth (BLE), anything transmitting on the same frequency can interfere with the BLE signal and cause dropouts. Before performing any of these steps, we suggest you try the following:

  1. Confirm you have the correct option selected for using Built-in Bluetooth,from the gear icon in the PAIRED DEVICES screen.
  2. Turn off BLE on your device and then turn it back on again.
  3. Restart Zwift and try pairing again.
  4. If BLE isn’t working, and an ANT+ dongle is installed in case you have it, try removing the ANT+ dongle to simplify the configuration.
  5. Please disconnect any BLE device like mouse, headphones, or keyboards that use Bluethoot signal to avoid interferences.

I will share this article BLE and ANT+ Interference Troubleshooting Tips​ which covers some of the main reasons that might be causing this interference and their possible solutions.

If you have any further questions or need more assistance, please feel free to reach out for assistance.

3

Hi Haziel,

Thanks for your reply.
I always use my phone and bluetooth to connect. I had this problem twice before, but not on a long ride. Today Zwift worked properly, but I am still frustrated about what happened yesterday.

How can I receive the route bage and xp for La Reine?

Kind regards,

Angela de Heer

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4

Hi @Angela_de_Heer, welcome back to the forums! I’m Monica from Zwift, and I’m happy to help you with this. Please check your mailbox to continue handling this via email.