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.