High Five Issues Reported: Troubleshooting Steps / How to Fix

Over the past few weeks, a growing number of users have reported issues with high fives during workouts. They are able to send outgoing high fives, but never receive any incoming high fives on any rides (and aren’t sure if the outgoing ones are actually sent out into the world).

On August 16th, Peloton had an official incident report related to high fives, where they stated “We are currently investigating an issues causing some members to experience problems with the leaderboard and high fives. We apologize for any effect this has on your workout.” However, that official issue was resolved the same day. Since then, members continue to report sporadic issues related to high fives, so there appears to still be other issues at play.

Members have understandably taken the step of reaching out to Peloton customer support about the issue. Some customer support agents have reported back to members that this is a known issue and should hopefully be fixed in an upcoming software update on the tablet. The software update in theory should fix it globally for all users without any steps required by customers. However, the customer support agents are also providing some trouble shooting steps to try to fix it in the meantime. We’ll detail some of the trouble shooting steps below. However, if you’re experiencing the issue, you should still report it to Peloton customer support so they know how widespread the issue is and can prioritize a fix for it.

Fix 1 – Unplug Peloton (hard reset)

The first step to try to fix your Peloton equipment is to power it all the way down, and unplug it for a few minutes. You have two choices to unplug it: either by unplugging the power cord from the back of the touchscreen, or unplugging the power cord that comes into the Peloton from the wall (for the bike, this connects at the bottom back of the bike). After leaving it unplugged for a few minutes, re-connect the power cord, turn everything back on, and see if the issue is resolved.

If that doesn’t do the trick, the next step is to clear the cache. (Note When looking at directions below, you want to pick Clear Cache, and NOT the “clear data” option). Neither of these steps should result in the loss of any data if the instructions are followed correctly. If you aren’t sure, you can always reach out to Peloton support to get directions from them.

Fix 2 – Method 1 of clearing Peloton cache

  1. Tap the WiFi icon on the top right of your HD Touchscreen and select “Settings” from the dropdown menu
  2. From the new menu, select “Apps”
  3. Tap the “Peloton” app from the list of applications
  4. “Force Stop” the application, then select “Storage”, then “Clear Cache”
  5. Power off your HD touchscreen by holding the power button at the top of the touchscreen, then power it back on.

Once the screen is powered back on, jump into a workout and see if you are getting any high fives back. If it’s still not working, we recommend trying to unplug your Peloton from power for a few minutes again, and seeing if that then fixes it. If you’re still having issues after that, there’s a second method to try to clear your cache.

Fix 3 – Method 2 of clearing Peloton cache

  1. Power off your touchscreen by holding the power button on top and selecting “Shutdown”
  2. Once the touchscreen is powered off, hold the Volume Up button and the power button until the Peloton logo appears, at that point you can let go. This will start your touchscreen in Recovery Mode.
  3. Use the volume buttons to navigate to “wipe cache partition” and use the power button to select it.
  4. Once the partition has been cleared, select “reboot system now”

Once again, if you find that your high fives aren’t fixed after trying this other method of clearing the cache, your next step should then be Fix 1 again – powering the device down and unplugging it.

For the specific high five issues in discussion, a majority of users report success with one of the three methods above. Some members report that their high fives will work, but they are forced to reboot their tablet before every ride in order for them to work. There are finally a small number of users who still don’t have a working high fiver after any of these.

Hopefully the issue is resolved soon, but in the meantime, we hope that one of the methods above can help.


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Chris L
Chris is the founder of Pelo Buddy. He purchased his Peloton in 2018, and has been riding and running ever since. You can find him on the leaderboard at #PeloBuddy.

7 Comments

  • Edna says:

    Hey, Chris:
    Thanks for posting this – I just contacted Peloton-tech support via Live Chat for the 2nd time this month. The first time was 8/9/20 and the tech walked me through Clearing the Cache. It worked and then quit working within the next couple of days.
    Exactly as others are reporting, I could clear the cache and it would work for that one particular ride and then the next time, no high-five feed.
    In addition, along with no high-five feed, even though there are participants in On Demand floor classes (i.e.: stretch, meditation and yoga), they do not display in the Here Now list. The list consists of a connection-wheel of dots spinning around the whole time I’m taking the class.
    My Live Chat with their tech today had me taking a Speed Test for connection which was fine although he mentioned the Upload (13.9) was shower than ideal (15). He wanted me to contact our Internet provider but it didn’t make sense to me because everything else works fine – the class streaming, the music, the countdown clock … then, we were disconnected. I contemplated contacting them, again – perhaps, tomorrow if your run-through steps don’t work for me.
    Thanks again!
    Edna, e_bw

  • Brad says:

    Here is an interesting problem. Starting sometime 4 to 6 weeks ago, my bike will disconnect from the network very briefly and then reconnect. This happens if I am ethernet plugged or if I am Wi-Fi. This is not happening on any other device in my house and is definitely not a problem with my modem or routers as I have had this checked by AT&T. What I noticed is that after I am disconnected Briefly the high-fives will stop working even after it reconnects unless I exit the ride and re-enter by resuming for a ride. I feel like this all started after the last update. It is like my bike cannot maintain a network connection. There is no disruption however of the actual recording of my data or of the video

  • Brad says:

    I should add that the disconnects from the network I have show up as a yellow text warning at the top of the bike screen saying you are disconnected from your network. This happens approximately every eight minutes give or take a few minutes. On a 45 minute ride I am disconnected at least four times.

  • Jessica Dianderas says:

    I’m having all the same issues. Hope it gets fixed soon!!

  • Rod Smith says:

    Chris,

    Thanks for all that you do for the Peloton community!

    Not being an IT expert, but what do I lose by clearing my cache? Music that I favorited? My wifi settings, HR monitor, earphone connections, etc.?

    Best,

    Rod

    • Chris L says:

      The music is saved on the server, so you shouldn’t lose that. Worst case you might lose connections to those external devices – can’t confirm right this second if you would have to re-add them or not.

  • Edna, e_bw says:

    After my first comment, I tried hard reboot and moved one of our boosters to Peloton room and the high-five feed still didn’t work during the post-ride stretching on-demand class (!??). I think you mentioned that some members resorted to shutting down the bike after each ride/daily. It worked! So, even though the installer (22 months ago) told us we did not have to shutdown our bike every day, we have been and have no high-five feed issues since. Thanks!

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