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FAQs

System Basic

Cause / Possibility Solution approach
Battery charge is low or empty.
If the battery charge is low or if the battery is even empty, please recharge the battery with a certified charger.
Battery is under sleep (shutdown) mode.
The e-bike battery will automatically turn into sleep (shutdown) mode if it has not been used for over 72 hours for battery health and safety reasons. Please charge the battery again to work normally.
The communication between HMI, controller, and battery has not passed through.
– Check all external cable connections are correctly connected.
– If you notice any worn or damaged cables, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
Cable connector pin is damaged.
– Check if any corrosion/bend pin is visible on the connector.
– If any corrosion/bend pin is visible on the connector, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.

Cause / Possibility Solution approach
The drivetrain or the motor is malfunctioning.
– Check the bicycle drivetrain and wheel to see if the noise comes from them.
– Turn off the power for manual pedaling.
– The maximum noise of the motor at spinning shall be under 60dB. If the motor produces any higher noise or irregular sound (clicking, vibration, etc.), please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
The motor is under heavy load.
Are you riding on long slopes in the heat or putting an overload of weight on the e-bike for a long time? The motor can be louder under high load conditions.

Cause / Possibility Solution approach
The charge level of the battery is too low.
Your e-bike battery is low. The drive system ensures the bicycle light remains illuminated for up to 2 hours, even with a low battery. However, at 0% charge, the lights will no longer work.
The connectors of the electric cables are not connected correctly.
Check if all the connectors of the electric cables are correctly connected.
The lights are malfunctioning.
If all the connectors of the electric cables are correctly connected, please replace the lights.

Cause / Possibility Solution approach
Charge level is low or empty.
Your e-bike battery charge is low. In compliance with global e-bike safety regulations, as the battery charge approaches depletion, the drive system is designed to discontinue support in order to maintain a minimum power supply. This ensures uninterrupted illumination of the bicycle light for a continuous duration of 2 hours.
Riding support is not turned on.
You will only feel the riding support from level 1 to level 3.
You are not pedaling.
The e-bike only provides riding support power when you keep pedaling. Riding support will be shut down immediately when you stop pedaling.
System overheats.
– Are you riding on long slopes in the heat or putting an overload weight on the e-bike for a long time? The e-bike assist system may overheat.
– Please Turn OFF system, then take the e-bike to a wellventilated area and let it cool down for at least 10 minutes.
Speed limitation.
The e-bike drive output only supports a maximum speed as demanded by local regulations; as soon as you have reached this speed limit, the e-bike system suspends the riding support, then automatically reactivates when your speed is below the speed limit.
Cables are not connected correctly.
If the system is on but without assistance power, please check if the below two connectors connect properly :
– Motor : the motor connector is normally located at the chainstay or seatstay. Check if the connector is plugged in tight.
– Sensor : the sensor connector is normally located under the bottom bracket. Check if the connector is plugged in tight.
– If you notice any worn or damaged cables, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
Cable connector pin damaged.
– Check if any corrosion/bend pin is visible on the motor/sensor connector.
– If any corrosion/bend pin is visible on the connector, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
Torque sensor was installed in the wrong direction.
Try to pedal backward and see if there is any assistance power. If there is assistance power, please bring your bike to your nearest authorized bicycle brand dealer to reinstall the torque sensor in the correct direction.
The torque sensor is malfunctioning.
Try the walk assist mode and see if the motor will spin. If so, very likely the torque sensor signal cannot be detected. Please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
The motor is malfunctioning.
Try to activate the walk assist function and see if the motor will spin. If not, very likely the motor or controller needs to be fixed. Please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.

Cause / Possibility Solution approach
Charge level is low or empty.
Your e-bike battery charge is low. In compliance with global e-bike safety regulations, as the battery charge approaches depletion, the drive system is designed to discontinue support in order to maintain a minimum power supply. This ensures uninterrupted illumination of the bicycle light for a continuous duration of 2 hours.
System overheats.
– Are you riding on long slopes in the heat or putting an overload weight on the e-bike for a long time? The e-bike assist system may overheat.
– Please Turn OFF system, then take the e-bike to a wellventilated area and let it cool down for at least 10 minutes.
Speed limitation.
The e-bike drive output only supports a maximum speed as demanded by local regulations; as soon as you have reached this speed limit, the e-bike system suspends the riding support, then automatically reactivates when your speed is below the speed limit.
Cables are not connected correctly.
If the system is on but without assistance power, please check if the below two connectors connect properly :
– Motor : the motor connector is normally located at the chainstay or seatstay. Check if the connector is plugged tight.
– Sensor : the sensor connector is normally located under the bottom bracket. Check if the connector is plugged tight.
– If you notice any worn or damaged cables, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
The torque sensor is malfunctioning.
Try the walk assist mode and see if the motor will spin. If so, very likely the torque sensor signal cannot be detected. Please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
The motor is malfunctioning.
Try to activate the walk assist function and see if the motor will spin. If not, very likely the motor or controller needs to be fixed. Please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.

Battery & Charging

⚠ CAUTION
The e-bike battery cannot be used immediately after shipment; in order to ensure that the battery has full and sufficient power, please charge your battery fully before using it for the first time.

Cause / Possibility Solution approach
The battery may be near the end of its service life.
Connect the e-bike to Hyena Rider Assistant app to check the battery’s health. If the battery’s health status is below average, replacing the battery is recommended.
The ambient temperature is too low.
The battery capacity may be affected by ambient temperature, especially in cold weather. The information on the ambient temperature is listed in the user’s manual.
High power consumption circumstance.
Riding at a higher assistance level, continuously climbing uphill, or higher carried weight will increase power consumption.

Cause / Possibility Solution approach
The connection terminals of the charger plug and charging socket at the charge port are not clean.
Please wipe the charger plug or the charging socket clean with a dry cloth.
Charging adapter is not connected correctly to the battery charging port.
– Securely connect the charging adapter to the battery charging port and charge again.
– If the battery still does not charge, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
The charger is malfuntion.
Check if the LED indicator on the charger illuminates or not.
– Green light stays on : Standby mode / Fully charged
– Red light stays on : Be charging

Cause / Possibility Solution approach
The lock is defective.
Please bring your bike to your nearest authorized bicycle brand dealer to replace the battery lock cylinder.

Cause / Possibility Solution approach
The charger’s indicator is malfunctioning, but the charging function works normally.
– Turn on the e-bike; if the battery charges correctly, the charge indicators on the HMI will flash and show the current charge status.
– If the LED indicator on the charger still does not illuminate, it’s recommended to replace the charger.
The power plug of the charger is not connected correctly.
– Disconnect and then reconnect the power plug of the charger, and then repeat the charging operation.
– If the LED indicator on the charger still does not illuminate, it’s recommended to replace the charger.

Remove or Change components

The drive system configuration is defined by the bicycle brands. If your system’s default setting does not support the throttle function. Any after-market configuration changes are prohibited. Some bike models have an optional setting for the throttle. You can contact your bike brand for more information if needed.

The drive system configuration is defined by the bicycle brands. Any after-market configuration changes are prohibited if the lights are mandatory parts, as this may cause an error alarm. Some bike models have an optional setting for the lights.  You can contact your bike brand for more information if needed.

The drive system configuration is defined by the bicycle brands. If your system’s default setting does not support multiple types of HMI compatibility. Any after-market configuration changes are prohibited. You can contact your bike brand for more information if needed.

The drive system configuration is defined by the bicycle brands. If your system’s default setting does not support multiple types of battery compatibility. Any aftermarket configuration changes are prohibited. You can contact your bike brand for more information if needed.

The range extenders only work with specific main batteries. If the default settings of your system do not support a range extender, even if you have one, it will not be able to connect and function with your e-bike.

Speed Limit

All Hyena drive systems are programmed to adhere to local regulations. In Europe, standard e-bikes are typically limited to a maximum motor assistance speed of 25 km/h. In North America (USA and Canada), the limit is set at 32 km/h.

Cause / Possibility Solution approach
Your e-bike is not properly programmed with the correct parameters when it leaves the factory.
Please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
After component replacement, the corresponding parameter might not have been written into the system.
When replacing any drive system component on your e-bike, it is necessary to update the system at the bike shop via software tool to ensure the corresponding parameters are updated. Please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
The system may detect incorrect torque sensor readings due to possible improper operation.
When the drive system is turned on, it automatically detects all the sensor readings. However, if you press the pedal and turn the system on simultaneously, it can cause abnormal initial sensing of the torque sensor, resulting in this error. Please move your feet off the pedal and restart the system.

The programmed speed limit complies with local regulations and cannot be changed. However, you can make your bike personalized for its riding feeling to suit your preference. Please explore more on Hyena Rider Assistant app.

Firmware Update

Cause / Possibility Solution approach
Your e-bike might be stuck in the firmware update process (bootloader mode*). The system could go into bootloader mode when the firmware update failed.

Connect your e-bike to Hyena Rider Assistant and click the try button to finish the update process. Bluetooth still works even when the e-bike sticks in bootloader mode.
Warning: Never remove the app in a failed update status, and always keep your smartphone close to your e-bike while re-updating.

*Bootloader mode is a mode that allows access to the drive system’s basic software and hardware information and is used to install and update the OS.

Cause / Possibility Solution approach
HMI in bootloader
When the HMI is stuck in bootloader mode, the system loses its functionality and cannot be turned off by pressing the HMI button. Additionally, you may notice the following indications on the HMI:
“LCD Compact EX”: The screen will show “UU”.
“LED Multi”: The status light will have a continuous white illumination.

    

Controller in bootloader
When the controller is stuck in bootloader mode, the system stops providing assistance. Additionally, you may notice the following indications on the HMI:
“LCD Compact EX”: The screen will display error code “84,” indicating a communication error.
“LED Multi”: The status light will flash in red, indicating a communication error.

    

Miscellaneous

Cause / Possibility Solution approach
A system error occurs, and the bike needs to be checked.
– Connect the bike to HRA to diagnose the error and find a solution.
– If the error persists after attempting to resolve it through rebooting or simple troubleshooting steps, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.
Your bike reaches a specific mileage where it should be serviced.
– Connect the bike to HRA to diagnose the error and find a solution.
– If HRA indicates that your bike has reached the maintenance mileage, we recommend contacting your nearest authorized bicycle brand dealer for professional service and assistance. They will be able to provide the necessary maintenance and ensure your bike is in optimal condition.

*The maintenance notification is displayed as a wrench icon on the screen on certain LCD-type HMI models.

Cause / Possibility Solution approach
A system error occurs, and the bike needs to be checked.
– Connect the bike to HRA to diagnose the error and find a solution.
– If the error persists after attempting to resolve it through rebooting or simple troubleshooting steps, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.

Yes, it is normal. This is a default setting that tests the functionality of the light.

Error code 113 is triggered when your bike reaches the maintenance mileage, indicating the need for maintenance. To extend the maintenance reminder interval, please consult your nearest authorized bicycle brand dealer.

Cause / Possibility Solution approach
The HMI, controller, and battery communication are not successfully passing through.
– Check all external cable connections are correctly connected.
– If you notice any worn or damaged cables, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.

Error Codes

If your e-bike’s HMI displays an error code indicating a system issue, you can utilize our Hyena Rider Assistant App by downloading it and connecting to your e-bike. You’ll have access to a detailed Error Code List along with corresponding solutions for easy reference and troubleshooting. 

If you encounter any technical problems with your e-bikes, please reach out to your nearest authorized bicycle brand dealer for professional service and assistance.

Step 1

Download the Hyena Rider Assistant App from the App Store or Google Play Store

Step 2

Tap your profile photo in the top left corner

Step 3

Tap “Error Code”

Step 4

Now you can easily access the system error information with recommended solutions

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