Multiple connections not working

Bugs and Support
1

Anything going on with Zwift early evening PDT? I had multiple issues:

  1. HRM connected, but then read 0 during the ride.
  2. Zwift Companion failed to connect after multiple forced app closures and hardware reboots.
  3. Other riders were coming and going from the app.
  4. General app navigation was not smooth.

I rebooted my iPad and iPhone after force quitting both apps multiple times, which required restarting the workout each time. The issues persisted. Connected to my WiFi as usual and both phone and iPad were on the same network.

2

2 and 3 are both most commonly caused by network problems. Companion failing to connect is usually related to your home WiFi. Riders coming and going is usually a network problem anywhere in between your device running Zwift and and the Zwift backend systems hosted in the US. So my first guess is something was going on with your WiFi service.

HRM reading 0 would not be a WiFi problem unless you paired it via the Companion app. Could be related to it being paired to some other app at the same time though.

3

Hi @Shaun_Reid welcome to the Forums, my name’s Oscar from Zwift.
@Paul_Southworth thanks for helping!

Shaun, I’d like to let you know that I checked your account and I was able to see some BLE disconnections, which is why I’d like to ask you to follow some BLE troubleshooting, we can reset your game’s preferences. Forgetting preferences and known devices will refresh the relationship between Zwift and the devices that can pair with Zwift.

For steps on completing the preference reset, check out this article. ​Once you’ve done that, please try to follow the steps below to troubleshoot BLE or check this article​:

  1. Confirm if you’re connected to Zwift with BLE or ANT+
  2. Confirm you have the correct option selected for using Built-in Bluetooth, or Zwift Companion from the :camera: icon in the PAIRED DEVICES screen.
  3. Turn off BLE on your device and then turn it back on again.
  4. Restart Zwift and try pairing again.
  5. If BLE isn’t working, and an ANT+ dongle is installed, try removing the ANT+ dongle to simplify the configuration.

Give this a try and if persists, contact us and we will provide one-on-one support.

4

Oscar,

Good morning. I just experienced this again after having followed your instructions and having a handful of good workouts during which Zwift was flawless.

A couple of specifics:

  1. During a workout, the app just crashed.
  2. I launched a second workout and the app made it almost to the end and then lost ERG mode at the cooldown, which would have been fine, but the trainer stayed at my threshold level.

During neither workout could I get Zwift Companion to connect.

There was nothing else unusual about the level of activity on our home network during this time. In fact, it was lighter than usual because I was the only one home.

Any ideas what could be causing this?

5

Hi @Shaun_Reid, thank you for following up with us. I’m Gian from Zwift.

I’m sorry that the issue with the Zwift Companion app has come back. I also understand that your Zwift app crashed and that you lost ERG mode at the end of your workout.

If you lose ERG mode, your trainer will stay at a neutral resistance level until the end of the workout interval unless you’re able to stay on target for about 15 seconds. If you were right at the end of the workout it’s possible there wasn’t enough time for ERG mode to engage again.

Regarding the Zwift Companion app issue, please try the following:

  1. Open “Settings” on your iPad, scroll down and select Zwift, then ensure that “Local network” is turned on.
  2. Turn off mobile data on your iPad and iPhone.
  3. Reboot your router.
  4. Once your router has rebooted, open the Zwift Companion app first.
  5. Open the Zwift app and jump into an activity.

If the Zwift app is still crashing for you, or you’re still experiencing issues after trying the above, please open a support ticket with us.