My Runpod doesn't work - Connection Failure

Bugs and Support
1

I used this runpod since months ago and it was good back then.
However since last week I encountered connection problem.
The PC version Zwift can find this device(seems a bit slower than before when I reconnected?)
But the connection was over when I started running.
The top-left corner of the screen showed: connection failure.

What I have tried:
1.Install the PC Zwift in another laptop; issue remains the same;
2.Exit the Zwift for PC and delete the knowndevices.xml and the prefs.xml, not working;
3.Use my android phone and use the Zwift app for Android, doesn’t work too;
4.Remove the battery and try new ones(indeed I have tried several new batteries), frustrated again.

Well, since I have tried both PC and Android, it’s unlikely my laptop or phone are both broken (hardware issue), there must be something wrong with the program or the pod itself?

And, it seems like the signal is unstable, occasionally there’s data on the screen, however after seconds it disappears and show “connection failure”.

Also, I am not sure but it may help from the log file as below:
[16:45:51] [WARN] Auxiliary Controller failed to shut down tcp socket: (10057)
[16:45:51] [INFO] Auxiliary Controller failed to connect to socket: (995)

I searched and found that it’s not only me but other runners encountered this issue too, and I didn’t see any solution that really worked. Could you help figure out what’s wrong and how to fix this issue? or maybe I should assume that the runpod is broken, maybe the chips inside is over?

Looking forward to your feedback. Thx.

tozwift
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2

Hey @Rocky_Liu

Welcome to the forums! Alejandra here from the Zwift Team.

I’m sorry you’re experiencing connection issues with your RunPod. I appreciate all the troubleshooting steps you’ve tried so far.

To help, check out this article for additional steps. Also, I did see Bluetooth issues on your account. Make sure no nearby devices are interfering—this article has more details.

If the issue persists, feel free to reach out—we’re happy to assist!

Have a lovely day, Rocky!

3

Hi Alejandra,

Thanks for feedback.

I just tested the runpod with my Android phone in a park.
In a park->means there’s NO bluetooth interference there, the only bluetooth signal in the park is the connection between runpod and my phone.
You know what, nothing changed, I could find the pod in the connection interface of the app, I can connected it, however ‘connection failure’ happened again when I start my running.

Well, I guess the conclusion is the hardware problem of the pod itself.
So dispointed. I love your software, I use Zwift for bicycle training a lot, however your pod isn’t like that, poor quality, just a waste of money.