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Peloton actively working on fix for performance issues & lagging for some Gen 1 Bike users caused by new features

Peloton recently released two new features to the Peloton Community – Target Metrics & Custom Audio. However, for some owners of Generation 1 Peloton bikes (Peloton is currently on Generation 3), these updates have appear to have caused performance issues in the form of lagging or non-responsive touch screens.

For the first few days of the issue, most people who contacted Peloton were told there wasn’t much that could be done, but were offered a discounted upgrade to a new Generation 3 model of the touch screen for $400. Several people who took advantage of that offer reported that once their new monitor arrived, it did fix the performance issues.

As of Monday evening, Peloton’s official status page officially logged an incident that “Some Members have reported performance issues with their Peloton Bike touchscreen. The team is currently investigating these issues and we will have an update shortly.” Tuesday, they followed up that a release had been issued for it – “We released an update to the Peloton Bike’s software on Monday evening, 5/13. This update is intended to improve the performance of the touchscreen and reduce the lagging reported by Members.”

Today, Peloton also began emailing some users of Generation 1 bikes with the following message

We believe that you recently may have experienced lagging or other performance issues with your Peloton Bike touchscreen. We apologize for any inconvenience this has caused.

Last evening, we released an update (version 2.2.813) to your Bike’s software intended to address these issues and improve the performance of your touchscreen. Please update your software by tapping the “Update” button at the bottom right hand-side of your homescreen. If your software is not updated within 24 hours, a forced update will be pushed.

While we continue to investigate these issues, we have disabled two recently launched features, custom audio and target metrics. Thank you for your patience and we will update you as soon as we have more to share.

Team Peloton

These issues are not impacting all owners of Generation 1 bikes. If you are a Generation 1 bike owner and experiencing slowness or lagging, try updating your bike to get the latest update.

Hopefully in the next few days Peloton will track down the issue and be able to turn back on Target Metrics & Custom Audio for all users.

2 Comments

  • Mindy says:

    Ugh! I called Peloton 2 days ago with a list of the current issues I was having on my Gen 1 monitor:

    Delay turning on (long time to load)
    Delay receiving and responding to any touch screen or button commands (volume or on/off)
    Does not show new metrics for ANY classes (volume choices, cadence and resist ranges), class preview chart
    Connects with HRM immediately (new battery installed) but drops mid-class
    First 45 seconds of class is a black screen (metrics show but time sits at 0 then catches up) but sound of instructor is on
    skips and pixelates during class

    I explained that the following steps had been attempted to fix the issue to no avail:
    turning on/off, clearing cache and resetting to factory settings 2x. update says it is current. download/upload speeds tested on bike as fast and more than sufficient to stream(7 ft from WiFi router with no obstacles)

    I am updated (as of 5/29/19) to version ending in 2020815 ( so newer than the version listed as having fixed the problem)

    Sure sounds like exactly what you described above! But, the CS rep said had never heard this issue before??? She escalated me to service and said they would call to schedule and appt.I never received any email from Peloton and I am still waiting for the phone call. I DO NOT want to purchase a new monitor!

    Do they read your blog?????

  • Stef Shirey says:

    I have both a Gen 1 and 3 bike and I am experiencing major lag issues as of this last week in studio. I experience at least 15-16 lag/pauses that last up to 20 seconds each and its impossible to get through a class. I will be calling tech support tomorrow but hoping some insight here.

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