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How do I escalate a support issue?

I have been going back and forth with customer support, attempting to solve an Issue with using my Macbook with either ANT+ or Ethernet connection with TPV. I have pointed out SEVERAL times that the setup works perfectrly with ZWIFT and has worked for 2 years. I have not received ANY helpful information or assistance, and have asked to escalate the issue. I have been ignored. Instead I have received tips like the following:

"To use direct connect, you should run an ethernet cable between your trainer and router, and then just use an ordinary wifi connection between your computer and router.
Explicitly, we've seen cases where a direct cable connection from a trainer to a computer doesn't work as expected, but if you connect via a router, then everything works."

Please try running the connection through your router to see if this helps"

I have pointed ou that the trainer is connected to the Ethernet network, as is the computer. AND IT WORKS SEAMLESSLY WITH ZWIFT.

How do I escalate theis and get some answers to solve the problem:

  1. Why can't ANT + (using a dongle that works with Zwift on my Macbook) work with TPV? is is supported or not?

  2. Why doesn't network connect worK?

Additionally, I refuse to use Bluetooth in this environment, and Both Ethernet connect AND Ant + work flawlessly using a Windows 11 computer I borrowed ON EXACTLY THE SAME NETWORK.

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Robin Samms shared this idea  ·   ·  Report…  ·  Admin →
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  • Mei Rits commented  ·   ·  Report

    Update: Customer Support suggested that I looked out for a installed Garmin Express on the computer as this had been causing trouble for other users.
    Even though, Garmin Express was installed (long ago and not causing trouble with IV or in the early days of TPV), I removed this from the computer, rebooted it several times, reinstalled TPV but:

    direct access is still not working again.

    (Tests it with two other cycling platforms, capable of direct access on the same computer are still sucessful. So it must be some TPV and not a setup issue.)

  • Mark Toller commented  ·   ·  Report

    Please add the same functionality that Kinni app has. Kinni can control the speed and incline of a running machine. Most don’t do this if they do offer treadmill support as they are already able to include the athletes zones for pace. You have this info so there is no reason why you can’t offer treadmill workouts with full control. TBH. Just treadmill sensor support would be good as that’s the only thing I use Zwift for now.

  • Priita commented  ·   ·  Report

    I don't have multiple network interfaces and I’ve used wired Ethernet Direct Connect aka Dircon with Kickr v5 some 4 months without issues, but 14th December it simply stopped working - NO DirectConnect anymore. Setup is as follows: macMini M2, latest macos Sequoia, automatic macOS updates OFF, industrial quality G5 GSM internet router with 2 Ethernet ports built in. One port is used by Mac, other by Kickr. There is no other devices in the network, only these two. Also NO WIFI network or WIFI devices around. And the only program that is EVER installed on that macmini in addition to macOS default ones has been TrainingPeaks Virtual.

    It worked fine last time I used it on 12th December, have not done any changes to setup or macOS updates in between and not installed anything.

    I can see both devices - mac and Kickr in routers DHCP table and I can ping Kickr from mac.

    Ethernet interface disabele/enable has no effect. Reboots of all hardware and switching them on by various orders does not have any effect too. In macOS System settings DELETED the Ethernet interface and made a new one -no effect. Reinstalling TPV - no effect.

  • Mei Rits commented  ·   ·  Report

    Reinstalling helped only once, now, reinstalling TPV and rebooting the computer several times doesn't work any longer.
    Screenshots and Logfiles have been sent to Customer Support.

    --For me, reinstalling TPV on Win 11 seems to have solved the issue.
    I was in the process of assembling all the relevant data, logs, screenshots and just as a last ressort, reinstalled the application, and now TPV suddenly picks up the ethernet port, cable, network switch connected Kickr bike in addition to the BLE listed Bike again. And lets me select it.
    Will report (including logs), if the problem occures again. --
    Hope, the OPs issue will be resolvable as well.

  • AdminGeorge Gilbert (Admin, TrainingPeaks) commented  ·   ·  Report

    Many thanks for raising this, and your support for TrainingPeaks Virtual.
    There is currently a known issue with the Direct Connect support that means that devices with multiple network interfaces (including virtual network interfaces) do not always work. If this is the case for you, it may be worth temporarily deactivating the additional interfaces to see if this resolves the issue.
    Obviously, this needs to be fixed in TrainingPeaks Virtual, however it would be good to confirm whether this is the issue you are seeing, or whether there is some other problem that needs to be investigated further.

  • Mei Rits commented  ·   ·  Report

    I cam here to report a similar issue (or look for a place for reporting this issue.)
    My Trainer (Kickr Bike v2) is connected via a lan cable to the router.
    My computer fitted with win 11 is connected via lan cable to the same router.
    Until recently TPV picked up the trainer via direct access.
    Zwift and MyW**sh is still discovering it via direct access running on the exaclty same computer.
    Nowadays my trainer is only detected via Bluethooth.
    I recently switched the computer and the old one had WiFI additionally to the ethernet lan cable connection. I'm not sure if direct access connection dropped after the recent update or after changing computers.
    Is direct access only supported via WIFI? I can't really imagine that.