Did something recently update? First, it is worth verifying whether there has been a recent update to the respective app you're encountering issues with, or to the device (tablet/smart phone/computer/Apple TV, etc) that you use to control your trainer or run the app. Updates to an operating system can also cause issues with apps that have yet to be updated.
Does it only happen on one app? The goal is to eliminate as many variables as possible in order to get a better idea of what exactly is causing the issue. One way to do this is to try other training apps to verify whether the issue can be replicated, or if it only happens on one platform. If the issue is consistent across multiple apps, make note of how the trainer is paired - via ANT+ or Bluetooth, and whether it is always on the same device - PC, tablet, smart phone, etc. If it's dropping across multiple apps, that might indicate the trainer itself needs a closer inspection. If it only happens on one app, the issue could be the app itself and it is worth reaching out to its respective support as this could be something they have a hotfix for. As many combinations of different setups as possible will help decide how to proceed.
Does it work consistently with the Saris Utility app (iOS/Android)? The Saris Utility app (iOS/Android) is a great troubleshooting tool, since we know that it works with our trainers consistently. Check and update the firmware on the trainer if applicable. Perform a calibration and take note of whether it is successful. Try an ERG workout to see if the trainer stays connected - this is another good baseline to use for comparing performance on multiple apps. There is also a dedicated Troubleshoot button on the home screen - this is another great resource for checking function of the trainer itself.
Are there other power meters or sensors or head units nearby? Another common issue is signal interference from multiple ANT+ sensors in close proximity. These could be trying to fight for precedence, since ANT+ is a very accessible signal type - this is a common issue when multiple ANT+ sensors are close by.
Is the LED indicator on the trainer lit up when the drops occur, or does it go dark? The LED indicator on our smart trainers will indicate whether it's on and not paired (green), paired via Bluetooth (blue) or ANT+ (white), and also whether there is an electronics issue (red). If it's out completely, that indicates the trainer isn't receiving power from the power source and could indicate the power cord is faulty.
If the plug in the trainer is loose and physically wiggling which makes the trainer rapidly turn off/on, the pin in the center of the power port on the trainer likely needs to be spread apart. This guide will provide more information.
There are a number of causes of trainer disconnects - these are some of the more frequent ones and respective troubleshooting steps. If these don't solve the issue, reach out to Customer Support at 1-800-783-7257 or email@example.com.
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