Bosch Bug/Support

[JimAndArrow]

I've encountered an interesting bug in the eBike Connect app and was corresponding with Bosch about it and they went dark. Anyone else experience this?

The issue is this. I purchased the extra custom modes app add-on for eBike Connect. However, the custom modes only allow up to 340% assist, not the 400% you get from a Gen 4 cargo motor (as is present in my new Load 75).

When I first inquired about this, they asked what versions I was running on my Nyon and of the eBike Connect app, then after some time came back and told me, without asking what version of the drive unit software I had, that this problem was caused by my running a too old version of the drive unit software and that it would go away if I updated it to version 1.1.5.

I responded, with a screen shot to illustrate, that I didn't think this could be it because my bike was already running 1.1.5 of the drive unit software (which again, they had not asked about initially to begin with), and they never responded. I pinged them again a week a bit over a week later, and again another week later and have now attempted to start a new support case to get a response and they're seemingly just ignoring me at this point. Anyone else experienced similar behavior either by the software or Bosch or have any recommendations?

 

[JVBulman]

Just to clarify - you're checking the drive unit firmware ver. via Settings > My eBike > eBike Components > Drive Unit?

 

[JimAndArrow]

Just to clarify - you're checking the drive unit firmware ver. via Settings > My eBike > eBike Components > Drive Unit?

Yes, exactly. (And thanks for responding. )

 

[JVBulman]

That's a bit of a head-scratcher - I don't have any at-home troubleshooting advice, but it wouldn't hurt to take it into a Bosch certified shop and have them do a fresh firmware install on the whole bike if you haven't already.

 

[rich c]

I didn't know Bosch corresponded with anyone. The dealer does that.

 

[dblhelix]

I didn't know Bosch corresponded with anyone. The dealer does that.

Bosch has a toll-free customer support line: 1-833-BOSCH-EB

If a software/coding issue, the issue gets sent to engineers in Germany. This is true whether routed through a dealer or one of the techs here on EBR. Could be that the rep on the support line did the same. @JimAndArrow, Germans tend to get more generous holiday time than we do, so no matter which route you take, you’ll have to be patient unless the fresh firmware install @JVBulman recommends does the trick.

 

[JimAndArrow]

Indeed, Bosch will provide support directly, and did in theory though they stopped responding (for reasons I cannot fathom here - even if they thought I was mistaken or wanted to punt me to R&M, they should have said so...).

But in the end I got support directly from R&M - you can contact them using their web forms or through your dealer, and after speaking with them, it turns out that the Load 60/75 are actually loaded by default with the CX Performance Line programming, not the Bosch cargo bike program. This explains why the app was only allowing me to use up to 340%, as it's only the cargo bike program that offers 400% boost. The hardware is identical (other than the Cargo Line side covers on the motor ), and R&M apparently use the Performance Line programming by default because the Bosch cargo bike programming is not as well tuned for providing the right boost at the speeds Load riders want to ride (i.e., they offer a little more boost at low speeds for heavy loads, and then not enough at higher speeds). But the helpful guy I spoke with at R&M said I could easily have my dealer flash it to the cargo bike program to try, and I may or may not do that and then see if I can get the boost levels I want using the custom riding modes.

Much obliged for all the replies here and will post an update if I try it!