Known Issues & Problems with Zen Products + Help, Solutions & Fixes

[troehrkasse]

No Ebike is perfect, this is a thread dedicated to sharing known issues or problems with electric bikes from Zen as well as any help and solutions you know of. Sometimes that means a DIY fix and other times it can mean a recall, software update or part replacement by a dealer.

Please be respectful and constructive with feedback, this is not a space for hate speech. In many cases, representatives from the company will see feedback and use it to improve their product. In the end, the goal is to enjoy riding and help each other go further and be safer.

 

[Grenseal]

I have an annoying issue with the Photon Pro. There is a ticking noise coming from the motor when power is applied, ie. when I pedal with assist or when I use the throttle. It sounds like maybe a gear is damage or some dirt got in. Is this a common issue? How can I fix this?

 

[DrewInSK]

I have an annoying issue with the Photon Pro. There is a ticking noise coming from the motor when power is applied, ie. when I pedal with assist or when I use the throttle. It sounds like maybe a gear is damage or some dirt got in. Is this a common issue? How can I fix this?

Best bet is to try and record the sounds and reach out to the service team with the recording, I think.

 

[Archmagination2002]

I am having some electrical problems with the Photon Pro, seems to be a controller board failure or loose connection somewhere.

1) The front light dims for a split second before returning to normal. It happens more often when it’s colder.

It’s random; sometimes bumps, turns, or just going straight cause it. I haven’t been able to pinpoint the cause.



2) Pedaling causes a loss of power. It usually happens when the light dims, but sometimes it just hesitates or loses power.

This happens in the mornings and afternoons. It’s as random as the light.



3) Started this week. The handlebar controller suddenly resets to the 0 assist setting. I briefly saw the bike energy flow diagram when it does this, but that’s all I’ve found.

 

[Gionnirocket]

Have you checked the battery connection?
Pull the battery and look for discoloration of the connection.

 

[Archmagination2002]

Have you checked the battery connection?
Pull the battery and look for discoloration of the connection.

Pulled out and checked. It all looks flawless to me. Really nicely designed too.

 

[Gionnirocket]

Pulled out and checked. It all looks flawless to me. Really nicely designed too.

That's good. If possible, post a Pic, I'm now curious
Are you able to see where the power enters the controller. There may be another connection point between the controller and the battery.
Then I would check all other connection points and re_seat them.
If all that looks good... it may be as you initially deduced. Faulty controller

 

[DrewInSK]

Well...thanks to the CVT drivetrain failing spectacularly(again, the first was not as spectacular, just shifter/cable replacement)...today I replaced Shifter(+cables), manual interface, and belt...under 3000km. This is getting to be a heckin' expensive bike to maintain. (2024 Photon Pro). Maybe I got a lemon, or a bad install, I don't know...but I'm really, really disappointed in the reliability of this bike.

 

[Gionnirocket]

Well...thanks to the CVT drivetrain failing spectacularly(again, the first was not as spectacular, just shifter/cable replacement)...today I replaced Shifter(+cables), manual interface, and belt...under 3000km. This is getting to be a heckin' expensive bike to maintain. (2024 Photon Pro). Maybe I got a lemon, or a bad install, I don't know...but I'm really, really disappointed in the reliability of this bike.

That sucks.
Why isn't it warranty?

edit: I see now it's the Enviolo. Quick Google reveals this is a common issue with that hub. Cable replacement seems to be an annual if not semi annual event for a hub that advertises itself as low maintenance... smh.
What happened with the shifter /interface /belt?

 

[DrewInSK]

That sucks.
Why isn't it warranty?

edit: I see now it's the Enviolo. Quick Google reveals this is a common issue with that hub. Cable replacement seems to be an annual if not semi annual event for a hub that advertises itself as low maintenance... smh.
What happened with the shifter /interface /belt?

Well...shifter -- cable broke horribly on the end with the tiny nubbin, the other side developed a kink as a result. Manual interface got grime underneath(my first time pulling it off fully, no idea when this may have happened, truly) and also the addition of a brand new snap ring stuck inside it instead of holding the gates sprocket(pried it out and reinstalled correctly on the sprocket today as part of the repair). as a result sprocket and belt were slammed against the IGH and scraped it pretty good, and wore out the belt, far as I can estimate.

Probably could be warranty, but reply times are too slow to be useful on a bike I want to ride. Took Ravi replying first as always...and I only have storage space for 2.

For context, I had been down ~3 weeks before service replied after Ravi. First mention I made at the beginning of this month was that it had broken again. I ordered parts shortly after the break, because I never know what to expect for response.

 

[DrewInSK]

Update: Yep. My last communication was June 30 with pictures and such. Silence on this end since. I'm confident I made the right choice just to be able to keep riding. Anecdotally it's working the best it has since I got the bike.

And I now have my eye on testing a wheel with Bafang's new hub for ultra motors to see if it's a more stable platform than this 2-cable Enviolo shifter. Maybe not on this bike if Warranty is still a thing, but I haven't heard from anyone so...

shrugs

 

[Ravi Kempaiah]

I have an annoying issue with the Photon Pro. There is a ticking noise coming from the motor when power is applied, ie. when I pedal with assist or when I use the throttle. It sounds like maybe a gear is damage or some dirt got in. Is this a common issue? How can I fix this?

Please ensure the E-bike crank arms are tightened and that nothing is loose. Our service manager, Mohammad, is truly an excellent one, and please send him a message or give him a call at +1 (902) 635-4777. You can also email some pictures or videos to [email protected].

Also, any belt drive E-bike requires regular maintenance. Please ensure the motor hanger bolts, the dropouts, and the belt tension are all checked regularly.

 

[Ravi Kempaiah]

Well...shifter -- cable broke horribly on the end with the tiny nubbin, the other side developed a kink as a result. Manual interface got grime underneath(my first time pulling it off fully, no idea when this may have happened, truly) and also the addition of a brand new snap ring stuck inside it instead of holding the gates sprocket(pried it out and reinstalled correctly on the sprocket today as part of the repair). as a result sprocket and belt were slammed against the IGH and scraped it pretty good, and wore out the belt, far as I can estimate.

Probably could be warranty, but reply times are too slow to be useful on a bike I want to ride. Took Ravi replying first as always...and I only have storage space for 2.

For context, I had been down ~3 weeks before service replied after Ravi. First mention I made at the beginning of this month was that it had broken again. I ordered parts shortly after the break, because I never know what to expect for response.

Hey,
I believe Mohammad is already working with you.
The new motors at 160Nm are not being friendly to Enviolo, and we are seeing this in our experience. We will reduce the torque slightly to prevent Enviolo cables from being under stress during the shifting process but peoeple like high torque and this is a challenge for us.

 

[DrewInSK]

Hey,
I believe Mohammad is already working with you.
The new motors at 160Nm are not being friendly to Enviolo, and we are seeing this in our experience. We will reduce the torque slightly to prevent Enviolo cables from being under stress during the shifting process but peoeple like high torque and this is a challenge for us.

I am awaiting reply since his last on the 24th of June -- on the 30th I sent picture of the repairs I described above and it has been silence ever since. Emailed you the same thing now. I'd be glad to lower things so keeping it running is easier, but the service team is not responsive.

 

[Ravi Kempaiah]

I am awaiting reply since his last on the 24th of June -- on the 30th I sent picture of the repairs I described above and it has been silence ever since. Emailed you the same thing now. I'd be glad to lower things so keeping it running is easier, but the service team is not responsive.

Our service manager, Mohammad, is truly an excellent one. Please send him a text message or give him a call at +1 (902) 635-4777.
He has been working with component suppliers (motor, Enviolo, and Gates) to understand what might have caused this and how to resolve it once and for all.

 

[DrewInSK]

Our service manager, Mohammad, is truly an excellent one. Please send him a text message or give him a call at +1 (902) 635-4777.
He has been working with component suppliers (motor, Enviolo, and Gates) to understand what might have caused this and how to resolve it once and for all.

I have done so. Confirmed mine is the M100, though. Not the 160Nm. And I generally only run in PAS1, maybe 2 if I really need some gusto. So it's definitely not the torque problem from the higher torque motor that you were thinking of. Not sure where that leaves me as far as any of it goes. I'd love to resolve it once and for all, but it sure seems unlikely at this time/based on the reply(he's saying there will be email follow up --which communication method should I use or expect from y'all? It's really unclear to me.)