Fuel EXe Trek Fuel Ex-e - Pairing Issue

M

MatthewM

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Hello Everyone

I purchased my Trek Fuel Ex-e 9.5 back in November. I've had an ongoing issue with connecting the Trek Central App since my purchase.

I initially took it to my dealer in November to check for Firmware Issues/Errors but it came back clean. They did submit a request to Trek for comment on the issue, however Trek's last response was that there would be an app update out at the start of February that would resolve the issue. I've since re-downloaded the app and the issue continues.

The issue is as follows - I've installed the app, logged into my account, I then find the bike through the app, the pairing code then appears on the bike and then I enter the code and the error occurs - "Something went wrong".

What the dealer and I have tried
  • Tried multiple different phones, both IOS and Android, none of them work
  • Resetting the bike (Holding down power + down on remote)
  • Checking for firmware update back in November
  • Removing the Bluetooth connection to the bike from the phone
  • Removing/Reconnecting Battery
I've tried contacting the email address associated with App on the Android store but get the following response - "Thank you for contacting Trek! Unfortunately this email address is no longer in service or monitored"

I thought this was a good place to post to see if anyone else has experienced the issue and/or resolved it?

I saw a TQ representative was active on this forum so was wondering if they could provide some input on the issue @Roman

Thank you
 
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I just got my bike today, same bike and having exact same issue. I did some research and I think it's because the bike needs a firmware update. I hope that's all it is. I will bring it back to the trek dealer and find out.
 
MatthewM said:
Hello Everyone

I purchased my Trek Fuel Ex-e 9.5 back in November. I've had an ongoing issue with connecting the Trek Central App since my purchase.

I initially took it to my dealer in November to check for Firmware Issues/Errors but it came back clean. They did submit a request to Trek for comment on the issue, however Trek's last response was that there would be an app update out at the start of February that would resolve the issue. I've since re-downloaded the app and the issue continues.

The issue is as follows - I've installed the app, logged into my account, I then find the bike through the app, the pairing code then appears on the bike and then I enter the code and the error occurs - "Something went wrong".

What the dealer and I have tried
  • Tried multiple different phones, both IOS and Android, none of them work
  • Resetting the bike (Holding down power + down on remote)
  • Checking for firmware update back in November
  • Removing the Bluetooth connection to the bike from the phone
  • Removing/Reconnecting Battery
I've tried contacting the email address associated with App on the Android store but get the following response - "Thank you for contacting Trek! Unfortunately this email address is no longer in service or monitored"

I thought this was a good place to post to see if anyone else has experienced the issue and/or resolved it?

I saw a TQ representative was active on this forum so was wondering if they could provide some input on the issue @Roman

Thank you
Click to expand...
I spoke with Trek support who advised me that this problem occurs in Project One bikes because of issues unique to the building of these bikes and creation of their serial numbers. It is a known issue and is being addressed by their software folks.
 
Trygg said:
I spoke with Trek support who advised me that this problem occurs in Project One bikes because of issues unique to the building of these bikes and creation of their serial numbers. It is a known issue and is being addressed by their software folks.
Click to expand...
What is Project One Bikes???
Edit: I looked up Project One and it looks like those are the custom made bikes.
Mine is not custom, and is 'off the shelf'.
I will update once the dealer update the firmware on the bike this weekend.
 
I hope the firmware update does the trick! I am awaiting a fix for the Project One bikes.
 
My bike is also not a "project one" version. I've taken my bike to the dealer and will be picking it up tomorrow, hopefully the latest firmware updates fixes the issue. I will update everyone with the results
 
MatthewM said:
Just an update to anyone experience this issue still. A firmware update for the bike solved the issue
Click to expand...
I’m glad to hear that. Mine didn’t work even after the update , but I’m not sure if the techs really know what they were doing really. I ended up swapping for another exact bike that was in the store that connects with no issues.
 
Have you tried using the TQ app instead of the trek central app? If it's a bug with the trek central app,maybe the tq app will work fine.

Link for the tq app in the android store below, it connects fine to my fuel exe

play.google.com

TQ E-Bike - Apps on Google Play

TQ E-Bike App is the seamless connection between you and your TQ-powered e-bike.
play.google.com play.google.com
 
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Just picked up my Fuel EXe and I'm running into the same pairing issue as well. It asks for the code when pairing and then gives the error "Something went wrong. Bike type not found" (I've made sure the code is correct). Tried on two different Android phones and an iPhone, no bueno.

Followed @MatthewM's advice and took it to Trek for a software update, but I'm still unable to pair it with my phone.

The TQ app mentioned above does work however. Paired on the first try. However I'd really like to use the Trek Central app as it has activity tracking features as well.

Anyone have any advice? Thinking about taking it to another Trek location and having them attempt the update.
 
Last edited:
Hi everybody , I have this problem with my Trek app in my IPhone , It is connecting by Bluetooth but it is sending a message that < Internet connection is needed for initial bike configuration > the phone is connected to the internet , any body could give advise?
 
Has anyone found a solution? Since I replaced the engine under warranty, I can't connect to the Trek app I've tried everything, and not even Trek knows how to fix it.
I don’t know what I can do to be able to connect.
 
Last edited:
jaumebtt said:
Has anyone found a solution? Since I replaced the engine under warranty, I can't connect to the Trek app I've tried everything, and not even Trek knows how to fix it.
I don’t know what I can do to be able to connect.
Click to expand...
Does anyone have any solution?
 
I am having the exact same issue with a recent motor replacement. It is at my local dealer as they work to figure it out, but same as others have said Trek doesn't know why. This is the 3rd motor and I didn't have this issue on the first replacement. My dealer has another bike with the same issue. Shop said might be the new version of their TQ service software and the Trek app. They said the other person with this issue was able to sync their bike to the TQ iphone app. Haven't tried on mine.
 
Pjaz said:
I am having the exact same issue with a recent motor replacement. It is at my local dealer as they work to figure it out, but same as others have said Trek doesn't know why. This is the 3rd motor and I didn't have this issue on the first replacement. My dealer has another bike with the same issue. Shop said might be the new version of their TQ service software and the Trek app. They said the other person with this issue was able to sync their bike to the TQ iphone app. Haven't tried on mine.
Click to expand...
I don't have any pairing problems with the TQ app IOS, only with the Trek Central app.
 
I am having this issue after a recent motor replacement. Verified all firmwares up to date, tried resetting display, deleting + reinstalling Trek app, forgetting bluetooth device. Bluetooth appears to pair on bike but says "pairing failed" on phone. TQ app works fine.

Has anybody had luck with a fix?
 
robby said:
I am having this issue after a recent motor replacement. Verified all firmwares up to date, tried resetting display, deleting + reinstalling Trek app, forgetting bluetooth device. Bluetooth appears to pair on bike but says "pairing failed" on phone. TQ app works fine.

Has anybody had luck with a fix?
Click to expand...
I have exactly the same problem on two Treks that had their engines replaced under warranty. Trek doesn't know the solution, nor does TQ, apparently. If anyone has managed to get a job after replacing the engine, I'd appreciate the solution.
 
It's pretty clearly a software problem in the Trek Central app. Bike is paired and works with other apps, but Trek Central app does not recognize it. Maybe the app is picky about serial numbers or something like that, and did not consider warranty replacements. Frustrating if that's the case.
 
DST 2.1.1 came out about a week ago and fixes the issue that many of you are experiencing.

You can either fix it by installing latest firmware or, if you already have the latest firmware, just connect the bike to DST and change a bike setting or two and then change it back. I did this and now Trek Central connects just fine (be sure you also have latest Trek Central app).
 
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