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

[DaveMatthews]

Any advice on a very difficult to release battery on Stance E+. Its a brand new bike and the dealer is a long way away so I can't easily take it back. The key will turn a bit but not release, after lots of attempts it eventually engaged and I was able to release the battery. I lightly lubricated the catch and put it back and now i can't get it to release again.

Hmmm...
I know from experience that some Stance have shim plates installed under the battery connector in the frame. Perhaps that is what has over tightened the connection.
I wonder if you could very gently put a plastic wedge in at the top if you could assist in the release of the lock.
Not sure because I'm not a mechanic. Maybe a tire lever or something?
Once you do get it open, I've also heard you can adjust the lock mechanism.

 

[jabberwocky]

The Stance has a different battery config than my Revolt, but on my Revolt the upper latch (where the key is) is attached to the frame with screws through elongated holes, so it has some adjustment. So I can loosen 3 screws and slide the whole upper latch assembly up and down slightly to adjust how tight the battery is when locked in. Pop the battery out and look at how the latch assembly is attached to the frame, I'd assume Giant did something similar there.

 

[Greatrex]

Thanks for the advice, all fixed now as I have mastered the technique. It turns out the battery has to be pulled out at the same time as turning the key as it is sufficiently stiff that it won't drop onto the safety catch without help. This was complicated by an initial issue that the key wouldn't turn at all beacause a loop of the controler cable was hooked under the catch within the top of the down tube. My trusty endoscope saved me yet again as I would never have worked this out and been able to wiggle the loop out without seeing inside the tube.

 

[DaveMatthews]

Thanks for the advice, all fixed now as I have mastered the technique. It turns out the battery has to be pulled out at the same time as turning the key as it is sufficiently stiff that it won't drop onto the safety catch without help. This was complicated by an initial issue that the key wouldn't turn at all beacause a loop of the controler cable was hooked under the catch within the top of the down tube. My trusty endoscope saved me yet again as I would never have worked this out and been able to wiggle the loop out without seeing inside the tube.

Nicely done Sherlock!

 

[gehu]

Any advice on a very difficult to release battery on Stance E+. Its a brand new bike and the dealer is a long way away so I can't easily take it back. The key will turn a bit but not release, after lots of attempts it eventually engaged and I was able to release the battery. I lightly lubricated the catch and put it back and now i can't get it to release again.

This really doesn't help but the release works fine on my E+2 I just bought. Turn the key at the same time as I click the release lever.
https://www.giant-bicycles.com/us/stance-eplus-2-2021
I will say though I really am enjoying this bike here in the Rocky Mountains of Colorado USA. Where almost everything is rocky.

 

[RandallS]

Thanks for the advice, all fixed now as I have mastered the technique. It turns out the battery has to be pulled out at the same time as turning the key as it is sufficiently stiff that it won't drop onto the safety catch without help. This was complicated by an initial issue that the key wouldn't turn at all beacause a loop of the controler cable was hooked under the catch within the top of the down tube. My trusty endoscope saved me yet again as I would never have worked this out and been able to wiggle the loop out without seeing inside the tube.

My battery was so tight I broke the puny little flanges that secure the cover to the battery. I was NOT the first person who had this problem on this bike. When they built it a the LBS, they'd already broken the flanges during the build process. MY2020 Fathom E+ Pro.

This time it was me. The first time it was warranteed - we'll see about this time.

But THIS time, the Service Manager/Head Mechanic (and pretty well the only ebike specialist at the shop) adjusted the tension on the retention system and it's much easier to get in and out.
During the recent heat wave (of course heat expands things) I could not get the battery out. I was considering using bags of Ice taped to the assembly for an hour to try to get the battery out but when I got to the LBS for other warranty discussions (intermittent controller - being replaced).

I could get the battery out but it wasn't smooth.
I did it in front of the right guy who agreed that there was something that needed a tweak and he got it corrected.

To be honest - I'm conflicted.
As I am a Canadian who rides year round in all conditions (well - most anyways), I liked the thought that the battery connections area was quite tight, and therefore moisture and dust couldn't get in.
However, when you look at the motor compartment and how it's protected, you wonder what they were thinking.

 

[conix67]

My battery was so tight I broke the puny little flanges that secure the cover to the battery. I was NOT the first person who had this problem on this bike. When they built it a the LBS, they'd already broken the flanges during the build process. MY2020 Fathom E+ Pro.

This time it was me. The first time it was warranteed - we'll see about this time.

But THIS time, the Service Manager/Head Mechanic (and pretty well the only ebike specialist at the shop) adjusted the tension on the retention system and it's much easier to get in and out.
During the recent heat wave (of course heat expands things) I could not get the battery out. I was considering using bags of Ice taped to the assembly for an hour to try to get the battery out but when I got to the LBS for other warranty discussions (intermittent controller - being replaced).

I could get the battery out but it wasn't smooth.
I did it in front of the right guy who agreed that there was something that needed a tweak and he got it corrected.

To be honest - I'm conflicted.
As I am a Canadian who rides year round in all conditions (well - most anyways), I liked the thought that the battery connections area was quite tight, and therefore moisture and dust couldn't get in.
However, when you look at the motor compartment and how it's protected, you wonder what they were thinking.

Can you identify which part of the battery fits tight and apply some silicon grease to it? If it's simply being tight the friction plays a big role so some lubricant may help.

By the way, being tight doesn't necessarily mean it's better against moisture. It needs to be sealed and my battery connections are not sealed. I assumed this is just a design choice to allow liquid to drain and let air in but I haven't ridden mine in all weather yet so it's difficult to judge if there's any potential design issue against moisture/dirt. I've ridden mine for hours in a wet day (rain) once without issues.

 

[DeeBee123]

Got a weird electrical issue (Stance E+1 Pro 2021 - bought it 3 months ago) it was turning on but stuck in level 4 (too easy) - once on, couldn't turn it off, or change level, or walk mode, until it timed out. Took it to the Giant dealer, he suspected the RideControl One unit, so he took a new one off another Stance in the shop and tried it on mine - it worked briefly. Then nothing, wouldn't power on at all, nothing - tried my original RideControl unit and that was also dead. Tried the new unit back on the showroom bike and thats dead also - now 2 bikes totally dead !!! - anyone else had issues like this??

 

[Browneye]

Battery short? Did they put a multi-meter on the pack?

 

[Nomad]

Got a weird electrical issue (Stance E+1 Pro 2021 - bought it 3 months ago) it was turning on but stuck in level 4 (too easy) - once on, couldn't turn it off, or change level, or walk mode, until it timed out. Took it to the Giant dealer, he suspected the RideControl One unit, so he took a new one off another Stance in the shop and tried it on mine - it worked briefly. Then nothing, wouldn't power on at all, nothing - tried my original RideControl unit and that was also dead. Tried the new unit back on the showroom bike and thats dead also - now 2 bikes totally dead !!! - anyone else had issues like this??

a battery short is a possibility as mentioned or a short in the wiring. You say totally dead so it won't even light up and go right out if you hold the button or do the same after removing the battery?

 

[DeeBee123]

Battery short? Did they put a multi-meter on the pack?

We tried connecting the charger to the bike, nothing. Took the battery out and charging it was fine, so the battery was okay - but I like your point, from the battery to the motor/controller could be a wire shorted which caused the issue - the engineer said he checked all the wires (they have waterproof connections) - I hadn't been anywhere crazy rough, wet or muddy when the problem started though - hmm!

 

[DeeBee123]

a battery short is a possibility as mentioned or a short in the wiring. You say totally dead so it won't even light up and go right out if you hold the button or do the same after removing the battery?

Yeh - tried holding the button for ages, no lights, nothing, now both bikes are totally dead !!! But could have been a wiring short that caused both controllers to fail though - the problem I have is I'm in Thailand and the engineers say they are speaking to Giant but apart from Giant sending a whole load of spares, they can't switch it on, so can't start to diagnose anything - even remotely from Taiwan!!!

 

[conix67]

Yeh - tried holding the button for ages, no lights, nothing, now both bikes are totally dead !!! But could have been a wiring short that caused both controllers to fail though - the problem I have is I'm in Thailand and the engineers say they are speaking to Giant but apart from Giant sending a whole load of spares, they can't switch it on, so can't start to diagnose anything - even remotely from Taiwan!!!

Perhaps better to look for electronics technician than bike shop there...

 

[Nomad]

You did understand what I was talking about as far as the ridecontroller on button?

 

[Nomad]

Yeh - tried holding the button for ages, no lights, nothing, now both bikes are totally dead !!! But could have been a wiring short that caused both controllers to fail though - the problem I have is I'm in Thailand and the engineers say they are speaking to Giant but apart from Giant sending a whole load of spares, they can't switch it on, so can't start to diagnose anything - even remotely from Taiwan!!!

Being that your's is 3 months old I would be surprised if Giant didn't take care of you it's really just a matter of how long it will take and if the bike will have to go back to Giant. If the dealer hasn't already check all the connection and use something like QD Electronic clean to rule that out it should be done.

 

[DeeBee123]

You did understand what I was talking about as far as the ridecontroller on button?

Yes, the RideControl On button was being pressed

 

[GiantE+1ProSucks]

I bought two Explore E+1 Pro Giant bikes. Both have been having intermittent charging issues since we bought them. The charging block goes through the process and has the proper lights to make me believe it is charging, yet it doesn't. I have also taken the battery out and tried to charge it separate from the bike with no success. The worst part about it is the screen goes black as soon it is hooked up to the charger, so I have no idea if it is charging until I unhook it to look and see if the battery has increased. Sadly, there have been times that I unplugged it to check if it was charging and even though it was charging before I checked it, it didn't charge after I plugged it back in!!!!!
I don't know of any product where the screen goes black and there is no way to find out what the charge level is until you unplug it. Seriously WTF? The local dealer I bought it from said there is a known issue with the battery, but I have not heard back from them since early June. The bike is registered, but Giant has not gotten ahold of me. Does anyone know anything about this or can lead me down the right path to get this working?

 

[DaveMatthews]

Yes, it does seem strange that the bike turns itself off when charging. My 2019 Giant Fathom stayed on, and I could check the status with the app or the external LEDs on the battery.
Now my 2021 Stance E, like yours turns off, and the LEDs are internal. I charge my battery out of the bike anyway.
My Giant LBS has treated me very well when I had issues, so keep at them, they'll sort you out.

 

[DeeBee123]

Got a weird electrical issue (Stance E+1 Pro 2021 - bought it 3 months ago) it was turning on but stuck in level 4 (too easy) - once on, couldn't turn it off, or change level, or walk mode, until it timed out. Took it to the Giant dealer, he suspected the RideControl One unit, so he took a new one off another Stance in the shop and tried it on mine - it worked briefly. Then nothing, wouldn't power on at all, nothing - tried my original RideControl unit and that was also dead. Tried the new unit back on the showroom bike and thats dead also - now 2 bikes totally dead !!! - anyone else had issues like this??

Latest update - my bike is fixed, the problem was the "Smart Gateway" being not so smart and after replacing it, all is well again - they didnt know why it failed, just wanted to update everyone - thanks for the comments

 

[Kiwi_Giant]

As Dave says the RideControl ONE panel on my 2021 Stance E +2 also turns itself off when the charger is plugged in. However on my earlier Fathom the LED on the RideControl ONE would indicate charge level. The EnergyPak chargers also vary from model to model. The one supplied with the Stance is: Solid Red LED - Plugged in but not connected to the bike/battery. Flashing Green LED - Charging Battery. Solid Green LED - Charge completed. With the battery out of the bike frame the Giant EnergyPak will show the current charge status if you press the battery button (lightning bolt), probably based on a voltage measurement.

I was told that if you hold down the same button for 10 second it will show you the health state of the battery apparently with one flashing LED meaning below 60% capacity and all 5 LED's better than 90% capacity remaining. I can't confirm this info from any reputable source so take that with a grain of salt.

I would charge it out of the frame and see what happens at various charging stages using the battery LED's.