PM5: Troubleshooting

Are you experiencing problems connecting ErgZone to PM5?

Before proceeding, follow all the steps mentioned in the " How to connect" section.

Check if wireless is turned on in the PM5 and if you have Bluetooth enabled on your phone.
Don’t start ErgData. PM5 only allows one app to be connected simultaneously via Bluetooth. Better yet, force close the app to ensure it is not connected to the erg.
Are you using an HR monitor? If so, then make sure it's not running on low battery.
Are there any other erg machines in the same room? Make sure you are selecting the one that displays the exact number.
Ensure your PM5 is not in your phone's Bluetooth settings list of paired devices. You have to "Forget" the PM5 device if it's there. PM5 uses a different Bluetooth protocol designed for low-energy devices that don't need manual pairing.
Check your device's battery mode. Sometimes, the device will not connect if battery saving mode is on.
Restart your mobile device.
Go to your PM5, Connect, More ANT+ Options, and ensure no option is selected.
Is your phone inside a case? Try removing it. Some cases can interfere with signals.

iOS devices:

You need to allow Bluetooth permission. The app prompts you to enable the permission but to ensure everything is correct, go to the iOS settings, search for ErgZone, and see if the Bluetooth option is enabled.
You should reset network settings; it will clear all your WIFI and Bluetooth configurations and might help with the problem. Open the Settings app, then General, Transfer or Reset iPhone, Reset, and Reset Network Settings.

Android devices:

On Android, disable battery optimization for some specific apps. See this YouTube video showing all the steps you have to take.
If you are on Android, you must allow the location permission and have GPS enabled. We don't track any location data, but this is how Android allows the app to connect via BLE (Bluetooth low energy) devices.

Instead of trying to find which permission is not working, sometimes is just easier to uninstall and reinstall the app and make sure to grant access to all permissions the app asks. If you're logged in as a guest then first create an account by email on the settings screen before you uninstall the app. That way you won't lose any workouts you've completed.

Are you still experiencing difficulties with an Android device?

Some users in the past reported that pairing and unpairing a Bluetooth device would reset some Android cache. Try this:

Turn PM5 on and press the connect button
Go to the Bluetooth settings (where you can pair a new device)
Pair with the PM5 device that shows up on your phone.
Unpair PM5 by forgetting the device.

Another thing to try is to clear your device's Bluetooth cache. Remember that you'll have to pair any Bluetooth devices saved before, like speakers, watches, and others. The PM5 doesn't need to be paired, though. Here are the steps to clear the Bluetooth cache:

Go to Settings on your Android device.
Select Application Manager
Click the three dots in the top right corner and select All System Apps.
Scroll and tap on the Bluetooth app.
Stop your device’s Bluetooth app by tapping Force Stop.
Next, tap Clear Cache.
Restart your device and try connecting ErgZone again.

Have you updated your Android recently?

We suggest you clear the Bluetooth cache as described above.

Still no success?

Join our Facebook Group and ask questions; someone from the ErgZone team will help you.

Are you experiencing disconnections?

Update PM5 firmware

Check if your PM5 monitor has the most current firmware here: https://www.concept2.com/service/monitors/pm5/firmware.

Concept2 uses firmware updates to add new features to the PM5 and fix known problems.

The first thing Concept2 will tell us (or you) when an error happens is to update the firmware and try again. That is the only way they can ensure your PM5 has the bug fixes they published.

Remove PM5 Battery to Reset Faulty Memory

Remove PM5 batteries for 15 minutes and reinstall.

PM5 will prompt you to provide a date and time. This is proof that the memory has been reset.

Remove the batteries again and wait longer if you don't see that prompt.

Don't worry. It will not reset the workouts and performances from the PM5 memory.

Check the PM5 battery.

Try using a new set of batteries.

PM5 running on low battery levels can cause random errors.

Try again without using a Heart Rate Monitor (HRM)

Some firmware/hardware can have issues with HRM during a workout. Next time you do a workout, try not using the HRM and see if the issue goes away.

If that is the case, try again with HRM. If the problem persists, we recommend you contact Concept2 Support.

Wireless Interference

If you have a close Wi-Fi router or are in the same room as the PM5, then it can cause interference to the Bluetooth connection.

Here are some things you can try:

Disable Wi-Fi on your phone and see if the Bluetooth disconnections go away.
Move the router or PM5 to be far away.
Read Apple's article that contains more ideas to reduce Wi-Fi interference https://support.apple.com/en-us/HT201542.

Do you have a USB drive connected to the PM5?

When the USB is being used simultaneously with Bluetooth, it can overload the PM5, and the Bluetooth can start having issues sending data. It's recommended not to connect the USB stick if using Bluetooth.

Faulty PM5

There are cases where no matter what you do, you'll still experience disconnections, even when using other apps like ErgData. Concept2 is aware of that, and you should try to contact them and explain what's going on. They might send you a new PM5.

You are always welcome to email us at support@erg.zone.