Problem with Zwift click

Hi,

For several days I have had a problem with my Zwift Click to which I cannot find a solution on the forums or the knowledge base.

I ride via Zwift companion, when I start everything connects well, I can ride for 5 minutes without problems and the click disconnects or goes to sleep but does not reconnect, I have to leave the race to reconnect it but everything will start again 5 minutes later late. In the meantime it flashes blue, ready to connect but does not do so on its own without me leaving the race.

My last outing without problems dates back to 05/28 and the start of problems on 06/3, in the meantime, a Zwift update, nothing else has changed about my equipment. Firmware is up to date and battery is good. Zwift Windows app and Companion are up to date

So I’m stuck in ERG Training mode without a solution because I can’t change speed, it’s very frustrating.

If anyone could help me I would really appreciate it.

Hi @Mederic, Welcome to the Zwift Forums!
Fernanda here, part of the support specialist team at Zwift.

I appreciate that you used this space for your concerns! Let’s work together to find a solution! I took a moment to check the information on your account and I can validate that the game version, and click and Hub firmware are up to date, that’s great!

In this case, just to complete troubleshooting steps with Zwift click issues could you please verify that no other fitness application is active and can be stollen the signal of the Click.

If this is not the case, we will need some one-on-one assistance. Please use the Contact Us link on Support.Zwift.com.

My team will be pleased to help you!

2 Likes

Hi,

Thank you for your reply.

I don’t see any app that might be stealing the Zwift Click’s connection, when I try to restart it after it turns off, it flashes three colors before finally flashing blue and then turning off.

There was an update today to the Zwift Companion, I will do a test to see if my problems have been fixed. Otherwise, I will contact support.

Thank you for your help.

Hi,

I have exactly the same issue with my Zwift Click appeared around the same time. I updated Zwift Companion and everything else but the issue is still there. I tried to change battery but to no avail.

Luca

Hi @Luca_Ognibene, welcome to the forums! I’m Gian from Zwift.

I’m sorry to hear that you’re having the same problem with your Zwift Click. Thank you for making sure everything is up to date and for changing the battery.

I recommend that you contact our support team for further assistance. You can head over to our support website and select “Contact Us” at the top right.

We look forward to helping you.

Hi,

I’m sorry for you Luca, I hope we find a solution to the problem

After testing to answer forum questions. The connection gets lost but the Click doesn’t connect anywhere because it becomes available in my bluetooth settings, it disconnects but doesn’t reconnect automatically. I have to go to my Bluetooth available items for it to magically reconnect or I have to leave my race to restart it. No other Bluetooth issues to report whether on the Zwift HUB or my other devices in daily life. I contacted customer service.

Hi Med, did you get a reply? I’ve tried to contact customer service but support page is not working at least on Firefox.
I’ve tried to debug the zwift click issue checking adb logs on android and this is what happens:

06-18 08:06:01.043  1788  2017 W bt_btif_gattc: packages/modules/Bluetooth/system/btif/src/btif_gatt_client.cc:194 btif_gattc_upstreams_evt: Event BTA_GATTC_NOTIF_EVT [10]
06-18 08:06:01.070   404   404 D io_stats: !@ 179,0 r 25513566 429638214 w 4503314 50077424 d 1375788 48280228 f 0 0 iot 9839528 0 th 0 0 0 pt 0 inp 0 0 225710.997
06-18 08:06:01.077  1788  1950 W bluetooth: packages/modules/Bluetooth/system/gd/hci/acl_manager/le_impl.h:776 on_le_disconnect: on_le_disconnect Handle : 0x14c, Reason : 59
06-18 08:06:01.077  1788  1942 E btm_sco : packages/modules/Bluetooth/system/stack/btm/btm_sco.cc:1521 btm_sco_on_disconnected: Unable to find sco connection
06-18 08:06:01.077  1788  1942 I btm_acl : packages/modules/Bluetooth/system/stack/acl/btm_acl.cc:3376 btm_acl_iso_disconnected: ISO disconnection from GD, handle: 0x14c, reason: 0x3b
06-18 08:06:01.077  1788  1950 W bluetooth: packages/modules/Bluetooth/system/gd/hci/acl_manager/le_impl.h:233 remove: le_impl::remove() handle=0x14c addr=xx:xx:xx:xx:a9:f0
06-18 08:06:01.077  1788  1950 W bluetooth: packages/modules/Bluetooth/system/gd/hci/acl_manager/le_impl.h:798 on_le_disconnect: [Current Device list in background_connections_ set]
06-18 08:06:01.077  1788  1950 W bluetooth: packages/modules/Bluetooth/system/gd/hci/acl_manager/le_impl.h:800 on_le_disconnect: #1 xx:xx:xx:xx:02:8e
06-18 08:06:01.077  1788  1950 W bluetooth: packages/modules/Bluetooth/system/gd/hci/acl_manager/le_impl.h:800 on_le_disconnect: #2 xx:xx:xx:xx:0e:6d
06-18 08:06:01.078  1788  1942 W l2c_link: packages/modules/Bluetooth/system/stack/l2cap/l2c_link.cc:489 l2c_link_hci_disc_comp: l2c_link_hci_disc_comp lcb_is_free is 1
06-18 08:06:01.078  1788  1942 W bt_l2cap: packages/modules/Bluetooth/system/main/bte_logmsg.cc:110 LogMsg: l2cu_release_ccb: cid 0x0004  in_use: 1  local_id:0
06-18 08:06:01.078  1788  1942 W bluetooth: packages/modules/Bluetooth/system/stack/gatt/gatt_main.cc:521 gatt_le_connect_cback: gatt_le_connect_cback  connected : 0, reason : 59
06-18 08:06:01.078  1788  1942 I bt_stack: [INFO:gatt_main.cc(529)] GATT   ATT protocol channel with BDA: xx:xx:xx:xx:a9:f0 is disconnected
06-18 08:06:01.078  1788  1942 I bluetooth: packages/modules/Bluetooth/system/stack/arbiter/acl_arbiter.cc:90 OnLeDisconnect: Notifying Rust of LE disconnection
06-18 08:06:01.078  1788  1942 I bt      : bluetooth_core::gatt::arbiter: processing disconnection on transport TransportIndex(2)
06-18 08:06:01.078  1788  1942 I bluetooth: packages/modules/Bluetooth/system/stack/eatt/eatt_impl.h:922 disconnect:  Device: xx:xx:xx:xx:a9:f0, cid: 0xffff
06-18 08:06:01.079  1788  1942 W bt_stack: [WARNING:eatt_impl.h(926)] disconnect no eatt device found
06-18 08:06:01.079  1788  1942 I bt_stack: [INFO:gatt_attr.cc(359)] gatt_connect_cback: remove untrusted client status, bda=xx:xx:xx:xx:a9:f0
06-18 08:06:01.079  1788  1942 I bluetooth: packages/modules/Bluetooth/system/stack/gap/gap_ble.cc:304 client_connect_cback: No active GAP service found for peer:xx:xx:xx:xx:a9:f0 callback:Disconnected
06-18 08:06:01.079  1788  1942 I bt_bta_gattc: packages/modules/Bluetooth/system/bta/gatt/bta_gattc_act.cc:1362 bta_gattc_conn_cback: Disconnected att_id:3 addr:xx:xx:xx:xx:a9:f0, transport:BT_TRANSPORT_LE reason:
UNKNOWN[59]
06-18 08:06:01.079  1788  1942 I bt_bta_gattc: packages/modules/Bluetooth/system/bta/gatt/bta_gattc_act.cc:1362 bta_gattc_conn_cback: Disconnected att_id:4 addr:xx:xx:xx:xx:a9:f0, transport:BT_TRANSPORT_LE reason:
UNKNOWN[59]
06-18 08:06:01.079  1788  1942 I bt_bta_gattc: packages/modules/Bluetooth/system/bta/gatt/bta_gattc_act.cc:1362 bta_gattc_conn_cback: Disconnected att_id:5 addr:xx:xx:xx:xx:a9:f0, transport:BT_TRANSPORT_LE reason:
UNKNOWN[59]
06-18 08:06:01.079  1788  1942 I bt_bta_gattc: packages/modules/Bluetooth/system/bta/gatt/bta_gattc_act.cc:1362 bta_gattc_conn_cback: Disconnected att_id:6 addr:xx:xx:xx:xx:a9:f0, transport:BT_TRANSPORT_LE reason:
UNKNOWN[59]
06-18 08:06:01.079  1788  1942 I bt_bta_gattc: packages/modules/Bluetooth/system/bta/gatt/bta_gattc_act.cc:1362 bta_gattc_conn_cback: Disconnected att_id:7 addr:xx:xx:xx:xx:a9:f0, transport:BT_TRANSPORT_LE reason:
UNKNOWN[59]
06-18 08:06:01.080  1788  1942 I bt_stack: [INFO:bta_gatts_act.cc(597)] bta_gatts_conn_cback  bda=c1:c5:7d:33:a9:f0 gatt_if= 8, conn_id=0x0208 connected=0
06-18 08:06:01.080  1788  1942 I bt_bta_gattc: packages/modules/Bluetooth/system/bta/gatt/bta_gattc_act.cc:1362 bta_gattc_conn_cback: Disconnected att_id:9 addr:xx:xx:xx:xx:a9:f0, transport:BT_TRANSPORT_LE reason:
UNKNOWN[59]
06-18 08:06:01.080  1788  1942 I bt_bta_gattc: packages/modules/Bluetooth/system/bta/gatt/bta_gattc_act.cc:1362 bta_gattc_conn_cback: Disconnected att_id:10 addr:xx:xx:xx:xx:a9:f0, transport:BT_TRANSPORT_LE reason:UNKNOWN[59]
06-18 08:06:01.080  1788  1942 W btm_acl : packages/modules/Bluetooth/system/stack/acl/btm_acl.cc:188 NotifyAclLinkDown: NotifyAclLinkDown() xx:xx:xx:xx:a9:f0 link_up_issued is 1
06-18 08:06:01.081  1788  1942 W bt_btm_sec: packages/modules/Bluetooth/system/stack/btm/btm_sec.cc:4005 btm_sec_disconnected: Got uncommon disconnection reason:HCI_ERR_UNACCEPT_CONN_INTERVAL handle:0x014c comment:stack::acl::btm_acl::btm_acl_disconnected

I’ve found some issues online linked to Samsung phones and UNACCEPT_CONN_INTERVAL but maybe it’s possible for Zwift to workaround the issue inside Click firmware? Is it possible to forward this information to Zwift technical team?

Ok, support page is working now, I’ll check if I get a reply.

Hi Luca!

I think you found something, I have a Samsung cell phone too.

I followed the problem solving pages but nothing happened.

I forwarded your debug in my contact with the support service.
I hope this helps move things forward.
I would be interested in the feedback you get on this particular point.

Hi @Luca_Ognibene, welcome back to Forums. This is Juan from Zwift.

I appreciate the detailed info you shared. I see you’ve already reached out to Zwift Support via email. Let’s continue that email conversation so we can help you get this figured out. A colleague has sent you instructions.

Hi Luca!

Did you get a response from technical service?
For my part, I received and tested a new Zwift click and I had exactly the same problem.
I think you’ve found the problem, I hope the technical service will do something because as things currently stand Zwift is almost unusable.