New User

[joeking22]

Hello

Desktop app installed on my new Windows 10 laptop and connects to trainer but I am unable to launch either a video ride or a training session.

The screen just hangs with the circular 'loading' image spinning continuously.

[Elite Admin S]

Hi

Usually this happens when the trainer is connected but the data are not received.

Are you sure that the trainer is properly paired?
Can you see the trainer as paired in the home screen?
Are you connecting using bluetooth or ant?

[cfabriek]

Hi,

I have the same problem on my Windows 10 desktop.
The trainer is properly paired (blue tooth and Ant).

[Elite Admin S]

Hi

First thing to do is to check if you have similar problem using a smartphone/tablet.
If all works properly with another device, the problem must be on the software or on the pc connection.

In that case:
- check if the trainer is paired on windows bluetooth menu; if it is so, unpair it and then run again my e-training
- if this is not enough, try also by uninstalling the software and installing it again

If still you have the problem or if this happens also with a mobile device, contact our customer care.
Go to this page, select the correct trainer and click on the open ticket option:
https://support.elite-it.com/