Anyone know how to troubleshoot an indoor ride sync issue

I tried searching but couldn’t find a few things.

I have already contacted support and chatted with them I just wanted to see if anyone else has troubleshooted this specific issue .

I did an indoor ride this morning on the same laptop, trainer, etc… that I use every time I ride the trainer. All three bluetooth devices synced and were showing data during the ride. When I completed the workout it prompted me with the "why did I fail? (or whatever it is called…) screen which confused me. I selected “other” and then when it returned to the calendar page it had my workout with only 10 minutes completed - even though I did all 87 minutes of it successfully in erg mode.

This has never happened to me before. Annoying because I don’t get credit for the workout, I don’t get to see my average HR or NP for the entire ride (I theoretically know my NP because it is an IF of 0.86 and I know my FTP) but won’t change my PLs or update to my with power data.
It was a custom workout so matching an indoor ride as completed outdoors won’t really work.

Support didn’t think the ride could be retrieved but I was wondering if this has happened to anyone here and if they know how to potentially capture the fit file on my laptop (macbook) or any other way I might recover all of my HR and power data.

Any way there is a fit file somewhere on my computer? Or its all cloud based

Again, already contacted support - they weren’t sure they could help so was wondering if anyone here had any other ideas

I might be able to figure something out for you! Let me see what I can do. Hang tight :slight_smile:

I was able to mimic the Workout, upload it to your Calendar and associate it in a way that accounts for your Progression Levels and contributes toward Adaptive Training :smile:. While it will not show your heart rate data form the original ride, it will display the other data as though you completed the Workout as planned. You should be able to sync that ride to now!

Let me know if you have any questions for me!

This is awesome! Is it possible to link this to Strava (that’s where intervals pulls from)?

Again I truly appreciate this

Nevermind I figured it out.


Hahaha, it’s an absolute pleasure @jreinfeld! :hugs:

I’d also like to see what we can do to prevent this from happening again. Can you try the following steps?

  1. The first thing to do if the app is not performing optimally is to ensure that your device meets our minimum system requirements. You can find that info here: Minimum System Requirements. If your device does not meet the minimum system requirements, shoot me a DM and I can see if I can find an older version of the app that will work on your device.

  2. Try fully restarting the computer/ mobile device if we haven’t restarted for a while - If we usually keep the computer on “Sleep” mode, let’s have you try fully shutting down and restarting the computer. This way, we’re making sure that no errors are happening due to the device being on for a long time.

  3. Let’s have you close out of any app running in the background - To make sure TrainerRoad has enough memory so as to prevent freezes or crashes, let’s make sure all other apps running in the background are completely closed.

  4. Uninstall and Reinstall the app - Let’s have you try uninstalling and reinstalling the app. After uninstalling, you can grab a fresh version of our app from our website here [click].

  5. Then let’s delete the app data.
    You can actually delete the app data in the app now (see the screenshot below):

  • Head to Support on the left side of your screen.
  • Clear App Data on the right side of your screen.

In case other athletes have this question in the future and the ride is not automatically syncing with Strava, here is what you can do:

  • Head to your Calendar on the Website.
  • Click into the Workout
  • This will bring you to the ride details page
  • At the bottom of the ride details page, you will see the Strava icon (see the screenshot below)
  • If the ride has not yet synced to Strava, the little circle at the top right corner of the Strava icon will display grey
  • Click on the Strava icon
  • The little circle should flash green until it has successfully synced
  • Once the ride has synced to Strava, the little circle will remain green (as seen in the screenshot below).

If it does not eventually sync, please shoot me a DM and I will look into it, or you can contact!