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Zwift Troubleshooting

  • Updated

Troubleshooting Zwift Connectivity Issues

Issue(s):

  • Zwift is not finding my machine/accessory
  • Zwift won't connect to my machine/accessory

Resolution:

  1. If you have a TRX3500 or TRX4500 treadmill, check the serial number on your machine. Your TRX3500 model is compatible if you purchased your product in the United States and the serial number is anything greater than or equal to 1358171910005234. Your TRX4500 model is compatible if you purchased your product in the United States and the serial number is greater than or equal to 1458171910000991. Need assistance? See our article: "Locating Your Treadmill Serial Number."
  2. Ensure your machine/accessory is plugged in and powered on.
  3. Ensure your mobile device is turned on and that Bluetooth is enabled.
  4. Ensure your mobile device is within 20 feet of the machine/accessory.
  5. Ensure you have the latest version of Zwift installed on your mobile device. You can do this by visiting the app store on your device and viewing the most current version of the app available.

Issue(s):

  • Zwift is not sending workout information to other fitness app(s)
  • Zwift does not register my workout information

Resolution:

  1. If you have a TRX3500 or TRX4500 treadmill, check the serial number on your machine. Your TRX3500 model is compatible if you purchased your product in the United States and the serial number is greater than or equal to 1358171910005234. Your TRX4500 model is compatible if you purchased your product in the United States and the serial number is greater than or equal to 1458171910000991. Need assistance? See our article: "Locating Your Treadmill Serial Number."
  2. Ensure your machine/accessory and the app are properly paired. Need assistance? See our articles: "Using Zwift with Compatible XTERRA Machines" or "Using Zwift with Standard XTERRA Machines."
  3. Ensure your device is within 20 feet of the machine.
  4. Ensure you have the latest version of the fitness app installed on your device. You can do this by visiting the app store on your device and viewing the most current version of the app available.

Issue(s):

  • Zwift will not load
  • Zwift will not download

Resolution:

  1. Check your internet connection to ensure it is working, and that you have a strong signal.
  2. Check Zwift's list of supported third-party devices to ensure that your device is listed.
  3. Contact Zwift Customer Support to report an issue when loading the app or downloading the app. Click here to visit the Zwift running support page.

All other troubleshooting:

For issues with Zwift functionality, contact Zwift Customer Support. Visit the Zwift Support website and click "CONTACT US."

For problems with your XTERRA Fitness machine functionality or the XTERRA+ mobile app, please submit a ticket here.

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