How To

Zwift How-To: Troubleshooting Zwift Issues

on November 27, 2019

Having issues getting up and running (or riding) on Zwift? We can help! Here are some quick tips for troubleshooting your setup and reaching out to our Community Support Team if needed.

First, Let’s Check Your Hardware

Do you have everything you need to Zwift? Check out this video below to make sure you're checking all the boxes:

Once you've confirmed that you have all the right hardware, let's make sure your device is fast enough to run Zwift. Watch this video below to learn about Tech Requirements, or view our list of supported devices.

Don't have the device you need to run Zwift?

The charts on this post outline our device requirements for standard, better and best performance.

If your device doesn’t meet these requirements, check out these popular sites for discounts on supported hardware:

Zwift supports a variety of different hardware, and you don’t need the latest to get started. Used and older devices typically work well! If you just want a no-fuss solution to get Zwifting, we recommend trying one of the below-listed devices that provide an enjoyable Zwift experience without breaking the bank:

  • iPad® Air 2 (Gazelle, USD $120 - $200)

  • iphone 6 Plus (Gazelle, USD $160 - $230)

  • Apple TV (fourth generation or newer) (ebay, USD $140)

  • Samsung Galaxy Tab S3 (EBay, USD $160)

Also, the Zwiftalizer 2019-20 Buyer's Guide is another great resource to learn more about their favorite devices for Zwift.

If you have all the hardware you need to run Zwift properly but are still having issues, it’s time to do some troubleshooting.

Troubleshooting Tips

Crashes While Launching Zwift

If Zwift crashes before it reaches the main pairing or join screens, try each of these solutions:

  1. Make sure your Zwift game is updated as well as your operating system (OS).
  2. Reboot your device.
  3. Uninstall and reinstall the Zwift app.

If you are still unable to launch Zwift after trying these solutions, contact support.

Crashes from Within Zwift (on Pairing/Join Screens or In-Game)

If Zwift crashes after the initial launch, try each of these solutions:

  1. Make sure your Zwift game is updated, as well as your OS. Crashes on Windows PCs are often caused by outdated graphics drivers, so use the Windows Update utility to check for graphics driver updates. Or even better, use the control panel included with your graphics drivers.
  2. Reboot your device.
  3. Uninstall and reinstall the Zwift app.

iOS users: older devices with only 1 GB of ram (including the iPhone 5s) have experienced crashing due to low memory. Our developers have made improvements to reduce these crashes, but they may still occur.

If you are still unable to run Zwift after trying these solutions, contact support.

Zwift Running Poorly

Data Dropouts

If you find your wattage, heart rate, or cadence dropping to zero, or freezing, or spiking, it's likely Zwift isn't receiving all of your data packets via Bluetooth (BLE) or ANT+. While these “dropouts” can be annoying, there is often an easy fix such as swapping in new batteries or using a USB extension cable. A longer cable lets your ANT+ device sit comfortably on the floor, close to your trainer to transmit its signal.

Read BLE vs ANT+ Interference Troubleshooting Tips to learn more. We’ve also got a video to walk you through setting up your device with ANT+:

Riders Disappearing/Riding Alone

When other Zwifters start disappearing from your screen, you are probably having Internet connection issues. If this happens, we suggest that you first complete an internet speedtest. If your Ping time is higher than 50ms, you’re likely experiencing some performance issues. Before you upgrade your internet, there are some other things you can try to improve your speed and reliability—which we’ve included in this article.

Graphic Stuttering or Freezing (Poor Framerate, Lag, etc) 

Zwift gameplay should be responsive and smooth on up-to-date devices. Poor performance such as low framerates is typically caused by outdated device hardware.

Occasionally these issues can be improved with updated device drivers. Additionally, our developers are constantly working to improve game performance on all supported devices, so keeping your Zwift game updated is important. Therefore, if you are experiencing low framerates or related issues, make sure your Zwift game is updated, as well as your operating system (OS).

PC users should use the Windows Update utility to check for graphics driver updates. Or even better, use the control panel included with your graphics drivers.

Get Support

If you need help at any point, please reach out. Our Community Support Team is happy to help you get going!

When you contact Community Support, please try to provide the following information so we can help you as quickly as possible:

  • What trainer do you have? (Make and model)
  • What Zwift software version are you running? (Find this in your computer’s system tray, or look for it on Zwift’s startup screens.)
  • Which device are you using to run Zwift?
  • Are you using Bluetooth or ANT+ to connect to your trainer and other peripherals? (ANT+ requires a separate USB dongle, Bluetooth is typically built-in.)
  • You may also be asked to send us your Zwift log files. Here’s how to locate and send those files to us.
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