Troubleshooting Guide

This troubleshooting guide is set up to get you back up and running quickly. We have step by step instructions and videos to guide you to make minor adjustments. We also have specific codes to send to support so that we can understand exactly what you have already checked so we can get you the replacement parts or additional support much faster. This will enable you to connect directly to an engineer rather than going back and forth with support staff.

Board

Board is going very slow

Step 1

It is most likely that the battery is not fully charged. At the end of the battery life, the board will lower the available speed significantly to maximize range, causing the board to go very slow.

Many customers are unaware at first that you must turn the board on for it to receive a charge.

Turn the board on and plug it into the charger. If the board cannot turn on, then plug it into the charger and press the power button. If the board is plugged into the wall, and the charger light is green, and the board cannot turn on - then please email support@summerboard.com with subject line 'Battery Step 1 - not turning on'.

The light on the charger should turn red if the board is not fully charged, and green if the board is fully charged. A better way to confirm is to download the mobile app and check the battery levels.

If the battery cannot be charged, and you have confirmed that the battery level is not full, then please email support@summerboard.com with subject line 'Battery Step 1 - not charging' and an engineer will support you asap.

If the battery is able to be charged to full, then please move to Step 2.

Step 2

Please download the mobile app at summerboard.com/app and read the instructions to install this temporary app on an android phone or tablet - even a Kindle works. Our iPhone app and new Android app will be available in a couple weeks.

Then once you have the app installed, follow the instructions at summerboard.com/optimize to optimize the motor setup. Take a screenshot of the last screen on the optimization path that shows the motor values after the motors spin up.

The motors should run great after this. If not, please follow the next step to contact support

Contact Support

If steps 1-2 do not fix your issue, then please send an email to support@summerboard.com with the screenshot attached with subject line 'Board Slow - Step 2' and our engineers will get you the proper parts.

Motor assemblies making scratching sound / not rotating well

This is an easy fix. It is common for the electrical conductors inside the motor assembly ring to break in on the first few rides and it just needs a simple re-greasing. This re-greasing only needs to be done once after breaking in the electrical connectors, then only once or twice per year after that.

Please follow the instructions in the video below:

I can't remove my battery

The plastic parts are brand new and the seams are very tight on the board, so it does take about 10-20 removals to make it easy to remove the battery, but until then here are some tips on how to remove the battery:

Charging port is loose

This is an easily repairable item if you have some super glue, hot glue and a few minutes of time. You can tighten the port without the plug as a temporary solution while you wait for a new plug from support. The other option is to get a brand new charging port sent to you. But if you'd like to get up and running within a few minutes, please follow these instructions below:

If you'd like to get a replacement that has the rtv installed, then please email support@summerboard.com with an email with subject line 'Charging port replacement'

LED wheels not lighting up

You just need to tension the wheel lock nut properly, please see the installation video below:

How to Install a Drive Wheel

Here is a tutorial on how to change a drive wheel, using the Freshies as an example.

Battery / Charging

Board will not turn on

Step 1

Make sure the battery is simply not dead. Plug the charging brick into the wall and make sure the light on the brick turns green. Then plug the charging brick into the board and press the power button to turn it on. If the board cannot turn on, please move to step 2.

Step 2

Please follow the instructions here to see if the power button needs to be replaced. If you were unable to turn the board off, then removed then battery and are now not able to turn the board back on, then most likely the power button cable is loose

If the power button needs to be replaced, then please email support@summerboard.com with subject line 'Power button replacement' and an engineer will support you asap.

If the power button test shows the power button is working, then please move on to step 3.

Step 3

Make sure a battery plug to the ISO did not come loose. Follow the instructions below:

Contact Support

If steps 1-3 do not fix the issue then please email support@summerboard.com with subject line 'Step 3 - Board not turning on' and an engineer will support you asap.

 

Battery not charging

Step 1

Many customers are unaware at first that you must turn the board on for it to receive a charge. First, plug the power charger into the wall and confirm it is working with a green LED light.

Step 2

Plug the charger into the board and press the power button on the board to turn it on. Please take note if the charger LED turns red or turns off. The light on the charger should turn red if the board is actively charging, and green if the board is fully charged. If the charger light turns off when plugged into the board, then email support@summerboard.com with subject line "Battery Step 2 - Charger light off".

If the board turns on and the charger light turns red, then you are actively charging the battery, and you can allow the board to charge up and test again.

Contact Support

If the board turns on, and the charger light stays green, and the board cannot drive the wheels after unplugging from the charger, then please email support@summerboard.com with subject line "Battery Step 2 - Replace ISO" and an engineer will support you asap.

Battery shuts off while riding

with subject line There are two scenarios that cause this problem, and both are easily repairable.

Step 1

First make sure that the board is charged, since a battery level of 20% or below can shut down the battery during acceleration. Many customers are unaware at first that you must turn the board on for it to receive a charge.

Turn the board on and plug it into the charger. If the board cannot turn on, then plug it into the charger and press the power button. If the board is plugged into the wall, and the charger light is green, and the board cannot turn on - then please email support@summerboard.com with subject line 'Battery Step 1 - not turning on'.

The light on the charger should turn red if the board is not fully charged, and green if the board is fully charged. A better way to confirm is to download the mobile app and check the battery levels.

If the battery cannot be charged, and you have confirmed that the battery level is not full, then please email support@summerboard.com with subject line 'Battery Step 1 - not charging' and an engineer will support you asap.

If the battery is able to be fully charged and turns on correctly then move on to the step 2.

Step 2

Make sure a battery plug to the ISO did not come loose.

If this does not fix the issue then move on to step 3.

Step 3

Check the magnet post to make sure the magnet didn't come loose.

If this does not fix the issue then move to step 4.

Step 4

There could be worn wires coming from the motherboard to the motors, and you can check this by following the instructions here:

Contact Support

If Steps 1-4 do not fix the issue then please email support@summerboard.com with subject line 'Battery Step 5' and an engineer will support you asap.

Motors

Motors stuttering/not working well

Step 1

It is important to know that if the board is turned upside down and you run the motors, then it is very common that they will be confused and not run correctly. The motors are tuned to drive with human weight, and 'dry running' the board without someone standing on it may cause the motors to run erratically.

Also, it is important to know that you must do a small push start to align the motors before running. Please see this video for an example of how this works. If the motors are not aligned, then they will work against each other and not travel anywhere.

If you are riding the board, and after a push start the motors do not move you forward, then move to step 2.

Step 2

Please check the direction of the motors by turning the board over and running the motors to see what direction they are going by watching the instructional video below. (motor directions)

Step 3

Make sure that the motor wires between the motors and the disc did not come loose. If the wires between the motors and the disc disconnected, then follow the instructions below to reconnect them and re-install the motor assembly:

Try running the board after reconnecting the wires. If the problem did not go away, or if the motor wires were connected, then proceed to motor optimization in step 4 below.

Step 4

Please download the mobile app at summerboard.com/app and read the instructions to install this temporary app on an android phone or tablet - even a Kindle works.

Then once you have the app installed, follow the instructions at summerboard.com/optimize to optimize the motor setup. Take a screenshot of the last screen on the optimization path that shows the motor values after the motors spin up.

The motors should work great after this.

Contact Support

If steps 1-4 do not fix your issue, then please email support@summerboard.com with the screenshot attached with subject line 'Motor stutter - Step 4' and our engineers will get you the proper parts and support.

One motor not running

Step 1

Make sure that the motor wires between the motors and the disc did not come loose. These are the wires that are between the motor and the disc. It is extremely rare that these would become disconnected, but there is a connector on the wire between the motor and the disc for stress relief during extreme shock situations.

If they did come loose, then remove the motor assembly and re-assemble by following the instructions in this video:

Try running the board after reconnecting the wires. If the problem did not go away, or if the motor wires were connected, then proceed to motor optimization in step 2 below.

Step 2

Please download the mobile app at summerboard.com/app and read the instructions to install this temporary app on an android phone or tablet - even a Kindle works.

Then once you have the app installed, follow the instructions at summerboard.com/optimize to optimize the motor setup. Take a screenshot of the last screen on the optimization path that shows the motor values after the motors spin up.

The motors should work great after this. If not, please contact support below.

Contact Support

If steps 1-4 do not fix your issue, then please email support@summerboard.com with the screenshot attached with subject line 'Motor stutter - Step 4' and our engineers will get you the proper parts and support.

Remote

Screen flickering / not staying on

This is actually a feature on the remote control to maximize battery life. The LEDs inside the remote display are extremely bright so that you can view the numbers in direct sunlight.

However, these bright LEDs drain the battery quickly.

Since our riders rarely view the remote screen, we added a sensor inside the remote control to turn the LEDs off unless you hold the screen up to view the numbers while riding.

If you are not riding, then only the board battery levels and connectivity icon will be displayed. If you are riding, then you will get speed in MPH or KMH.

Remote turning off

Step 1

Make sure that the remote battery is fully charged. The battery in the remote is small and must be fully charged every time you ride. When the remote is plugged into the wall, the lightening bolt icon should be flashing while the remote is charging, and solid lit when the remote is fully charged. Please allow at least 5-6 hours to charge the remote.

If the lightening bolt icon does not flicker when plugged into the wall, please try another charging cable or usb charging port.

Contact Support

If the lightening bolt icon still does not appear after trying multiple cables and outlets, or if the remote control still turns off after charging for 6+ hours, then please email support@summerboard.com with subject line 'Remote Battery Replacement'.