Troubleshooting
Something isn't working as expected, errors, failures, fixes
10 answers, most asked first
Why is my Commuter 5 e-bike getting much less range than advertised (35 to 60 miles), and could the battery be faulty?
Range under the advertised 35 to 60 miles is usually caused by riding conditions or bike setup, not a faulty battery. Common causes:
Cold weather: Cold can reduce range by 20 to 30 percent because the battery puts out less power when it is cold.
Low tire pressure: Low pressure makes the motor work harder. The Commuter 5 should be at 40 to 50 psi, which is printed on the side of the tire.
High assist level and heavy throttle use: These drain the battery quickly. Ride in assist 2 most of the time and save higher levels for hills.
Battery reading accuracy: Once a month, run the battery down until it is low, then charge it fully. This keeps the battery reading accurate.
If range is still well below expected after a couple of weeks of these changes, contact support so the battery can be checked.
How do I replace the brake pads on a Northwind e-bike?
Take the wheel off, pull out the small retaining pin on the caliper, and the old pads slide out the top. Insert the new pads the same way, then put the pin back in.
My Cargo 7 shows error E21 and the motor won't assist. What should I check?
E21 is a motor sensor error, usually caused by the motor connector. Turn the bike off, find the connector on the chainstay a few inches up from the rear axle, and slide back the rubber cover. Check that the two halves' arrows line up and that the pins aren't bent, green, or wet. Clean out any dirt with a dry cloth, then push the connector together until it seats fully. Turn the bike off for about 10 seconds and back on. If E21 stays on, it's likely the sensor or cable, which is covered under warranty repair.
My e-bike display won't turn on after washing the bike. What should I check?
Check the display cable connector under the handlebar near the stem. Water washing can knock it loose. If it's half out or wet, unplug it, dry it, and push it back in all the way. Then hold the display power button for three seconds. Avoid spraying directly at the handlebar area when washing. If the battery shows lights but the display stays dark with everything plugged in, contact the company to start a warranty claim.
My rear brake rubs after I fixed a flat on my Northwind Commuter 5. What should I check?
Make sure the wheel is fully seated in the dropouts: loosen the axle nuts, push the wheel all the way up into the slots, then retighten with the bike on the ground and spin it. If it still rubs, loosen the two bolts that hold the brake caliper to the frame, squeeze the rear brake lever and hold it to center the caliper on the rotor, then tighten the two bolts while still holding the lever.
My Trail 2's rear brake rubs and makes a shh-shh sound with every wheel turn after I've removed the wheel. How do I fix it?
Make sure the wheel is fully seated in the frame. Loosen the two caliper bolts slightly, squeeze and hold the brake lever, then retighten the bolts so the caliper centers itself. Release the lever and spin the wheel. A tiny remaining tick may be a slightly bent rotor, which usually wears in.
What does error code E07 mean on the Trail 2 e-bike, and how do I fix it?
E07 means the bike isn't communicating with the battery, usually because of wet or dirty battery contacts. Remove the battery, dry and clean both sides of the contacts, reinsert it until it clicks, lock it, and turn the bike on. If the error returns, fully charge the battery and try again. If it still shows up, a warranty claim is the next step.
What should I do if the Ride app gets stuck pairing with my e-bike?
Pair from inside the app, not from the phone's Bluetooth settings. If it gets stuck, forget the bike in the phone's Bluetooth settings, close the app, and try pairing again.
Why does my e-bike motor cut out for a second while riding, then come back?
A common cause is a brake lever that doesn't spring fully back. Each lever has a sensor that cuts the motor when the brake is pulled, so a lever that stays partly pulled keeps the motor cutting out. Check both levers by pulling and releasing them to see whether they snap back fully. A lever bent slightly by a fall can rub and cause this, and a service center can straighten or swap it. Also check that the battery is seated and locked, since a loose battery can cut power. Motor cutting out on hills when the battery is low is normal.
Why won't my Commuter 5 e-bike battery charge, and what does the charger light mean?
A red charger light means the battery is charging. Green means either the battery is full or the charger isn't making a connection to the battery. Connect the charger to the wall first, then to the battery, and try a different outlet. Check the battery charge port for grit or debris. If the light stays green at room temperature, the charger is likely faulty and can be replaced under warranty.