Videos are instrumental to diagnosing many issues. The following steps demonstrate how to create a video of your trainer for submission in a support ticket.
Using iOS:
- Open the iOS camera app and switch to video mode. Make sure your trainer is plugged in before filming.
- Secure the iOS device to a stationary position, or have someone else either film using the iOS device or film them pedaling while recording, yourself.
- Be sure to film the trainer while both pedaling and coasting/freewheeling at normal riding speed for 15-30 seconds in total. Ensure the video is no longer than 30 seconds, since longer times may increase file size over the 50MB attachment limit.
- a. If you haven't opened a ticket: visit our contact page from the device used to film and select the video from the attachment button as shown below:
b. If you already have a ticket: simply attach the video in your email reply. - If your video is larger than 50MB, please upload the video to YouTube (instructions here) and provide the link in your ticket.
Using Android:
- Open the Android camera app and switch to video mode. Make sure your trainer is plugged in before filming.
- Secure the Android device to a stationary position, or have someone else either film using the Android device or film them pedaling while you record.
- Be sure to film the trainer while both pedaling and coasting/freewheeling at normal riding speed for 15-30 seconds in total. Ensure the video is no longer than 30 seconds, since longer times may increase file size over the 50MB attachment limit.
- a. If you haven't opened a ticket: visit our contact page from the device used to film and select the video from the attachment button as shown below:
b. If you already have a ticket: simply attach the video in your email reply. - If your video is larger than 50MB, please upload the video to YouTube (instructions here) and provide the link in your ticket.