Problem with Zwift cog and KICKR core

Zwift Shop Zwift Equipment
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Hello, I bought the Zwift click and cog upgrade to use with my KICKR core turbo to make it easier using multiple bikes on the same trainer without changing cassettes.

I followed to set up videos however I cannot get it to work. My gears and derailleur were fine on the actual bike (and subsequently put wheel on my bike to check and they are still okay on the bike) however the Zwift cog and the derallieur are very out of line on the trainer (derailleur sitting pushed out to the side making it unusable). Does anyone have any ideas- should I not be using the axle adaptor- I have a 142cm thru axle and have used the attachment needed when using an actual cassette on the trainer but this didn’t sort the issue.
Does anyone have any ideas of where I am going wrong? The black elastic band has also now snapped with the chain coming off and with taking the bike on and off multiple times to try and fox the issue the black plastic on the outside of the Zwift cog has now cracked.

Thanks for any suggestions!

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Hi @Karen_Wilson and welcome to the forums!

Alejandro here from Zwift. We appreciate you bringing this to our attention. I couldn’t miss the chance to help you with this. In this case, I would like to ask you to please contact us at support@zwift.com so that one of my Support Colleagues can help you have this sorted out.

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Hi @Karen_Wilson welcome to Zwift forums.

Shuji at Zwift HQ here. I’m checking in on you to see how things are going.

Without seeing a photo of your bike mounted to your trainer, it’s hard to know exactly what’s happening but It sounds like the bike’s rear derailleur might not be in the middle of its shifting range when you put it on the trainer?

This video of the original Zwift Cog v1 has a section where you mount the bike on a ZCog-equiped trainer. Would you let us know if that section of the video helped?