I picked up my Zwift Hub today and I have a big problem.
The quick release adapter sat so deep on the drive side that I had to remove the cassette cog to change it.
As a result, when the thru-axle adapter is fitted, the cassette nut and chain are rubbing and scratching the frame! And I only did a few pedal strokes.
It looks like the adapters are sitting too deep.
The cassette is 12s.
Shuji at Zwift HQ here. I noticed you emailed my colleagues so don’t want to duplicate effort. I’ll ask that you continue one-on-one support from the team and will lock this thread.
That said - if you’re using a 12 speed cassette - it’s important that you do NOT use the 1.8 mm spacers behind the largest cog. Would you remove the cassette from the freehub body and double-check that there are no extra spacers?
Those spacers are needed when you’re using 8 / 9 / 10 / sometimes 11 speed cassettes depending on the brand & model. If you us them with 12 speed cassettes, the symptom you describe will happen.