Common FAQ
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·The problem may be caused by positive and negative reverse connection in light module or controller abnormality.
Contact your place of purchase for assistance.
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·The motor is resonating at the same frequency as the ebike frame.
Optimize the frame structure, or select other motors.
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·The battery may be at the end of its service life.
Replace the battery with a new one.
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Contact your place of purchase for assistance.
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Contact your place of purchase for assistance.
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·Is the power plug of the charger securely inserted into the electrical outlet?
Disconnect and then reconnect the plug of the charger, and then repeat the charging operation.If the battery still cannot be charged, contact your place of purchase for assistance.
·Is the charging plug of the charger securely inserted into the battery?Disconnect and then reconnect the plug of the charger, and then repeat the charging operation.If the battery still cannot be charged, contact your place of purchase for assistance.
·Is the charging adapter securely connected to the charging plug, or to the battery charging port?Securely connect the charging adapter to the charging plug or to the battery charging port, and charge again.If the battery still cannot be charged, contact your place of purchase for assistance.
·Is the connecting terminal for the battery charger, charging adapter, or battery dirty?Clean the connection terminals with a dry cloth to clean them, and then repeat the charging operation.If the battery still cannot be charged, contact your place of purchase for assistance.
·The battery may be at the end of its service life.Replace the battery with a new one.
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·The temperature of the battery or charger may have exceeded the operating temperature range.
Stop charging, wait for a while and then charge again. If the battery is too hot to touch, it may indicate a problem with the battery. Contact your place of purchase for assistance.
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Stop use, and contact your place of purchase for assistance.
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·The traveling distance may become shorter depending on road conditions, the assistance mode set, usage time and the load.
Check the battery charge. If the battery is nearly spent, charge it.
·The battery characteristics will drop during winter weather.This is not a sign of a problem.
·The battery is a consumable part. Repeated recharging and long periods of use will cause the battery to deteriorate (lose its performance).If the distance that can be traveled when the battery is fully charged is too short, replace the battery with a new one.
·Is the battery sufficiently charged?If the distance that can be traveled when the battery is fully charged is too short, the battery may have degraded. Replace the battery with a new one.
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·The signal transmission is affected because of the loose or long-term bending cables and/or connectors.
Check the components for damage and correct assembly (e.g. cables, connectors). After identifying the faulty component, replace the corresponding part.
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·The settings menu cannot be opened while the system detects that you are riding.
Stop riding, and open the setting menu. This is not a sign of a problem.
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Stop use, and contact your place of purchase for assistance.
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·Is your ebike equipped with an e-brake?
Check the e-brake for abnormal activation.
·Is the sensor cable and/or connector bent too much?Correct bends, or replace the cable.
·Do you switch to the larger sprocket when riding on a flat road?If you switch to the larger sprocket with a light force applied on pedals when riding on a flat road, the problem may happen. If your ebike drive system is torque assist type, you need to apply enough force on the pedals to activate the power assistance. This is not a sign of a problem.
·Is a gear sensor connected to the system?Check the gear sensor for abnormal activation.
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·The electrical contact in the BESST Tool circuitry is defective, or the BESST Tool is damaged.
Check the cables for correct connection. If the connection is correct, replace the BESST Tool.
·The power supply is disconnected.Connect it to the power supply, and update the firmware again.
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·Is the power plug of the charger securely inserted into the electrical outlet?
Disconnect and reconnect the plug, and repeat the charging operation again.If the battery still cannot be charged, contact your place of purchase for assistance.
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·To shift to a lower gear, the following 2 conditions must be met at the same time: the user coasts while riding; the speed decreases to the gear shift value.
If the conditions are met, the problem will disappear. This is not a sign of a problem.
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·If a gear sensor is connected to your ebike system, that may be caused by gear sensor operating.
This is not a sign of a problem.
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·The amount of battery charge may be insufficient.
Charge the battery, and then turn the power ON again.
·Is the power turned on?Press and hold the ON/OFF button for few seconds.
·Is the power turned on?Turn ON the battery, and press and hold the ON/OFF button on the HMI.
·Is the controller installed correctly?Install the controller correctly and check the cable connections.
·Are the cable connections correct?Check the controller for the correct assembly (e.g. cables, connectors) with the battery and controller.If you are not sure, contact your place of purchase for assistance.
·Are the HMI connections normal?Check HMI connector pins for bending or water-induced oxidation.
·Are the control unit normal?Check whether the buttons are stuck and unable to move back or press down. Try to correct it. If the problem persists, replace the HMI/control unit, or contact your place of purchase for assistance.
·The battery can be powered ON by the ON/OFF button on the HMI. However, if the controller is without the function, or the cable is not compatible, the battery cannot be powered ON.Test it through the replacement with a battery that cannot be powered ON by the ON/OFF button on the HMI.
·The HMI may be abnormal.Test it through the replacement with an HMI of the same model. If the system can be powered ON, replace the abnormal HMI.
·Has the firmware of HMI or controller been updated? The incompatibility of firmware and hardware may result that the system cannot be powered ON.Try to correct the firmware of controller or HMI with BESST Tool.
·The controller may be abnormal.If the above measures do not resolve the problem, replace the controller or the mid motor.
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Stop use, and contact your place of purchase for assistance.
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·Is the clearance between the magnet unit and the sensor abnormal?
Adjust the clearance correctly according to the sensor model.
·Is the speed sensor cable and/or connector bent too much?Correct bends, or replace the cable.
·Is the speed sensor abnormal? Does the magnet unit fall off?Replace the speed sensor or magnet unit.
·Is there metal debris on the magnet unit?Magnetic field is interfering with magnet unit by metal debris. Clear metal debris on the magnet unit.
·Is the wheel size and/or circumference setting incorrect?Correct the setting with a BESST Tool.
·If your ebike is equipped with a hub motor, have you replaced the controller? That can lead to an inconsistency between the quantity of magnet steels in reality and the quantity configured in the software.Update the controller software to suit the quantity of magnet steels.
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·The HMI light sensing function may have been activated.
Riding on a flickering road section may cause this problem.This is not a sign of a problem.
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• Are the tires inflated to a sufficient pressure?
Add air with a pump.
• The battery may be running low.After charging the battery fully, ride your ebike again. If you still do not feel that assistance is being given, contact your place of purchase.
• Is a strong assistance mode set with low battery power?Check the battery charge. If the battery is nearly spent, charge it.
• Is the power assistance mode suitable for the current road condition?Adjust to the appropriate power assistance mode.
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·Is the system power ON?
Turn the power ON by the ON/OFF button on the HMI or battery. If the problem persists, stop use, and contact your place of purchase for assistance.
·Are you pedaling?If your ebike drive system is torque assist type, you need to apply enough force on the pedals to activate the power assistance.
·Did you turn on the power with your foot placed on the pedal?Turn on the power again without putting pressure on the pedal. If you still do not feel that assistance is being given, contact your place of purchase.
·Is the power assistance mode set to 0 / OFF?Set the power assistance mode to other modes. If you still do not feel that assistance is being given, contact your place of purchase.
·Is the battery sufficiently charged?Check the battery charge. If the battery is nearly spent, charge it.
·Are you riding on long slopes in summer weather or riding for a long time carrying a heavy load?Turn OFF the power, wait for a while, and ride your ebike again.
·Is the speed over the speed limit?Power assistance is not provided at speeds set by the manufacturer or more.
·Does an error or warning appear on the HMI?Try to solve the problem according to the lists of errors and warnings.
·Is your ebike drive system equipped with an IoT? Is the IoT anti-theft function enabled?Exit the IoT anti-theft mode.
·Is your ebike equipped with an e-brake?Check whether the e-brake is in position.
