Neo issues

General discussion about the ANT+ Trainers

Moderators: mcorn, Tacx Moderator, malfukt, Nasz

Post Reply
Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Neo issues

Post by Tifosi01 » Fri Feb 02, 2018 5:49 am

I had my first “workout” on my new Neo and I use quotes cause it was only about 8 minutes....

I am using the Tacx’s iPhone app to control the Neo but within a few minutes of starting it the Neo starts to shake a bit and then it feels like internally the unit is skipping/jumping around and I can’t pedal through.

It feels like the rear derailleur has ghost shifted and my cadence goes from mid 80s to zero instantly.

Anyone have issues like that? I’m on the lastest firmware and I’ve tried using my Bolt to control the Neo and the same thing happens.

https://youtu.be/EifyF1zMpRg
(Rattling sound is iPhone mount)

frankhertz
Posts: 36
Joined: Sun Jun 16, 2013 4:02 pm
Location: Toronto, Canada

Re: Neo issues

Post by frankhertz » Fri Feb 02, 2018 3:14 pm

What happens if you do not plug the Neo in to the mains but use it as a stand alone trainer? Does it still rattle around?

Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Re: Neo issues

Post by Tifosi01 » Fri Feb 02, 2018 5:31 pm

It frees up when I unplug it so hoping its just a software issue...speaking of which Tacx support has suggested a firmware roll back so thats what Ive done and will see if that helps.

Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Re: Neo issues

Post by Tifosi01 » Fri Feb 02, 2018 6:37 pm

Firmware roll back didn’t work...first 15 minutes was smooth but then as the intervals started getting higher the shakes and hard/sporadic pedaling started. I paused the workout (using Tacx app) and unplugged the trainer and started again but the issue remained. Turned off app, Bluetooth on phone and started to spin and no change. So sending the unit back

frankhertz
Posts: 36
Joined: Sun Jun 16, 2013 4:02 pm
Location: Toronto, Canada

Re: Neo issues

Post by frankhertz » Fri Feb 02, 2018 11:37 pm

Can you try one last thing? Is there another free app you can try just to rule out any problems with the Tacx app. Sorry I can't help you with what to try. I only use TTS4 and Zwift and Zwift seems to be have issues today with the latest update.

Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Re: Neo issues

Post by Tifosi01 » Sat Feb 03, 2018 1:27 am

After the issues came back this morning I stopped and closed the Tacx app, then turned off Bluetooth on my phone and I unplugged the Neo. The pedals freed up and I tried spinning for a bit and with a minute the issue came back so I’m sure it’s not related to the app.

As of now I have contacted the retailer and requested a refund but they want me to talk to a Tacx rep first to make sure it’s not an issue they can fix. Can’t see how someone over the phone could resolve the issue and I was told I’d receive a call “shortly”....that was almost 7 hours ago so not thrilled with that customer service. If I haven’t heard anything by Tuesday morning I’ll be calling the retailer again to get a label to ship this thing back.

Blueberry
Posts: 502
Joined: Sun Dec 25, 2011 6:56 pm
Location: Northern Germany

Re: Neo issues

Post by Blueberry » Sat Feb 03, 2018 6:10 pm

Tifosi01 wrote:
Sat Feb 03, 2018 1:27 am
After the issues came back this morning I stopped and closed the Tacx app, then turned off Bluetooth on my phone and I unplugged the Neo. The pedals freed up and I tried spinning for a bit and with a minute the issue came back so I’m sure it’s not related to the app.

As of now I have contacted the retailer and requested a refund but they want me to talk to a Tacx rep first to make sure it’s not an issue they can fix. Can’t see how someone over the phone could resolve the issue and I was told I’d receive a call “shortly”....that was almost 7 hours ago so not thrilled with that customer service. If I haven’t heard anything by Tuesday morning I’ll be calling the retailer again to get a label to ship this thing back.
well, don`t forget it is a Saturday so maybe they on their well earned weekend already ...

Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Re: Neo issues

Post by Tifosi01 » Sat Feb 03, 2018 8:21 pm

Totally not expecting a call over the weekend and my frustration was most towards the retailer telling me someone from Tacx US rep would be calling me shortly....like within the hour, and hat was 10am. I’m not sure if that was their experience with how fast Tacx reps typically respond to customer issues or they were just trying to appease me but I didn’t care for that. Sorry if it came across as a shot at Tacx service, since so for far they have been quick to respond to my initial email.

User avatar
ms6073
Posts: 1807
Joined: Sat Oct 07, 2006 9:06 pm
Location: USA, Houston, TX

Re: Neo issues

Post by ms6073 » Mon Feb 05, 2018 4:51 pm

Tifosi01 wrote:
Sat Feb 03, 2018 8:21 pm
my frustration was most towards the retailer telling me someone from Tacx US rep would be calling me shortly....like within the hour
That is likely not ever going to happen. While Tacx has a couple distributors in the US that on occasion will offer tech support to the retailer, simply put there are no actual support staff directly employed by Tacx in the US!
TTS 4.19.1 | T2800 NEO Smart [formerly Bushido & Fortius]
MSI GS70 Laptop | Windows 10 x64
Intel Core i7-4710HQ 2.40 GHz | 16 Gb DDR3 1600 MHz
GeForce GTX 870M | 256 GB SSD x 2 RAID 0 + 1 TB HDD
Samsung 32" LED TV

mcorn
Moderator
Posts: 7396
Joined: Fri Nov 24, 2006 8:55 pm
Location: USA, Bellingham, Washington

Re: Neo issues

Post by mcorn » Mon Feb 05, 2018 7:27 pm

ms6073 wrote:
Mon Feb 05, 2018 4:51 pm
Tifosi01 wrote:
Sat Feb 03, 2018 8:21 pm
my frustration was most towards the retailer telling me someone from Tacx US rep would be calling me shortly....like within the hour
That is likely not ever going to happen. While Tacx has a couple distributors in the US that on occasion will offer tech support to the retailer, simply put there are no actual support staff directly employed by Tacx in the US!
Tacx did have a couple of US support centers for warranty, etc. that would provide some technical support. It used to be Ochsner USA. Looks like Hawley may have replaced them:

https://www.hawleyusa.com/Brands/BrandD ... ent_id=881

(Note the reference to the 2-year warranty.)

User avatar
ms6073
Posts: 1807
Joined: Sat Oct 07, 2006 9:06 pm
Location: USA, Houston, TX

Re: Neo issues

Post by ms6073 » Tue Feb 06, 2018 3:49 pm

mcorn wrote:
Mon Feb 05, 2018 7:27 pm
It used to be Ochsner USA. Looks like Hawley may have replaced them
Although Ochsner has now 'rebranded' as Provisioncycling.com following the death of the company's founder last year, the company is still a major importer of Tacx products and Rudy Reimer still provides support in the US.
TTS 4.19.1 | T2800 NEO Smart [formerly Bushido & Fortius]
MSI GS70 Laptop | Windows 10 x64
Intel Core i7-4710HQ 2.40 GHz | 16 Gb DDR3 1600 MHz
GeForce GTX 870M | 256 GB SSD x 2 RAID 0 + 1 TB HDD
Samsung 32" LED TV

mcorn
Moderator
Posts: 7396
Joined: Fri Nov 24, 2006 8:55 pm
Location: USA, Bellingham, Washington

Re: Neo issues

Post by mcorn » Tue Feb 06, 2018 7:34 pm

ms6073 wrote:
Tue Feb 06, 2018 3:49 pm
mcorn wrote:
Mon Feb 05, 2018 7:27 pm
It used to be Ochsner USA. Looks like Hawley may have replaced them
Although Ochsner has now 'rebranded' as Provisioncycling.com following the death of the company's founder last year, the company is still a major importer of Tacx products and Rudy Reimer still provides support in the US.
Good to hear that Rudy is still around. I found him very helpful. Tacx does not show Provision Cycling as a US distributor, only Hawley.

Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Re: Neo issues

Post by Tifosi01 » Tue Feb 06, 2018 10:23 pm

Talked to Matt from Tacx and will be shipping my unit to their service center and hopefully they’ll get to the bottom of the issue. They said they’ve never seen anything like the problems I’ve experienced. I’ve sent them a few more videos of the issue and I’ll keep this post updated with any further info I receive from Tacx

mcorn
Moderator
Posts: 7396
Joined: Fri Nov 24, 2006 8:55 pm
Location: USA, Bellingham, Washington

Re: Neo issues

Post by mcorn » Wed Feb 07, 2018 12:52 am

Tifosi01 wrote:
Tue Feb 06, 2018 10:23 pm
Talked to Matt from Tacx and will be shipping my unit to their service center and hopefully they’ll get to the bottom of the issue. They said they’ve never seen anything like the problems I’ve experienced. I’ve sent them a few more videos of the issue and I’ll keep this post updated with any further info I receive from Tacx
Where and who is the service center?

Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Re: Neo issues

Post by Tifosi01 » Wed Feb 07, 2018 2:53 pm

Hawleyusa.com in South Carolina

Energyendurance
Posts: 2
Joined: Thu Feb 08, 2018 2:06 am

Re: Neo issues

Post by Energyendurance » Thu Feb 08, 2018 2:34 am

Can I ask you how you were able to rollback the firmware?
Tifosi01 wrote:
Fri Feb 02, 2018 6:37 pm
Firmware roll back didn’t work...first 15 minutes was smooth but then as the intervals started getting higher the shakes and hard/sporadic pedaling started. I paused the workout (using Tacx app) and unplugged the trainer and started again but the issue remained. Turned off app, Bluetooth on phone and started to spin and no change. So sending the unit back

Tifosi01
Posts: 8
Joined: Fri Feb 02, 2018 5:47 am

Re: Neo issues

Post by Tifosi01 » Thu Feb 08, 2018 2:47 am

Energyendurance wrote:
Thu Feb 08, 2018 2:34 am
Can I ask you how you were able to rollback the firmware?
Tifosi01 wrote:
Fri Feb 02, 2018 6:37 pm
Firmware roll back didn’t work...first 15 minutes was smooth but then as the intervals started getting higher the shakes and hard/sporadic pedaling started. I paused the workout (using Tacx app) and unplugged the trainer and started again but the issue remained. Turned off app, Bluetooth on phone and started to spin and no change. So sending the unit back
I emailed Tacx support about my issue and they suggested a firmware roll back, they provided the firmware in their reply.

User avatar
Alex Masalovich
Moderator
Posts: 1688
Joined: Sun Nov 30, 2014 10:17 pm
Contact:

Re: Neo issues

Post by Alex Masalovich » Thu Feb 08, 2018 7:41 pm

Energyendurance wrote:
Thu Feb 08, 2018 2:34 am
Can I ask you how you were able to rollback the firmware?
Tifosi01 wrote:
Thu Feb 08, 2018 2:47 am
I emailed Tacx support about my issue and they suggested a firmware roll back, they provided the firmware in their reply.
For Neo, the firmware rollback path is here:
viewtopic.php?f=60&t=33780#p204718
Тренируйтесь много, отдыхайте ещё больше!

Post Reply

Return to “Tacx Bushido/Vortex/Genius/Neo”

Who is online

Users browsing this forum: No registered users and 18 guests