This article applies to SmartSense Gen. 2 only. For SmartSense Gen. 1 troubleshooting, see instead: SmartSense Gen. 1 troubleshooting

For general SmartSense use questions see: Getting Started with SmartSense Gen 2

Checklist

SmartSense is designed to start working when you begin riding your bike. Here is a checklist to make sure it’s ready to roll with you (to be done in order):

Remove and check battery: Charge if necessary
Install battery in the bike: SmartSense should turn on automatically
Check SRAM derailleur(s): Do they have power? (Press AXS buttons or push shifters)
Check lights: Both headlight and taillight illuminated?
Toggle light modes: Light mode changes on both lights with each press of the button on the side of the radar?

With positive results in all 5 steps above, check for necessary firmware updates:

Add the bike to the Cannondale app
Check for and apply any required firmware updates: Check each of:

If you cannot get positive results from all 5 checklist steps above, something is wrong. See the detailed troubleshooting steps below.

Battery problem: If none of derailleurs, headlight, and taillight are getting power
Lights problem: If derailleurs are getting power, but headlight or taillight are not

Battery

Battery won't charge or function

Hibernation Mode

If the battery does not function and does not respond when a charger is plugged in, it could be in Hibernation mode (aka Shipping mode). To wake it from Hibernation connect a high-power USB-C charger and then press and release the battery button. It will wake up and the charge LED will illuminate in a few seconds.

Hibernation mode prevents battery degradation. New bikes ship with the battery in Hibernation mode and the battery will go back into Hibernation after it has been in Deep Sleep for 7 days or reaches 0% while in Deep Sleep.

SmartSense appears non-responsive

If the battery is sufficiently charged and installed in the bike, but none of headlight, taillight, radar, or derailleurs are getting power, then check:

Battery Deep Sleep

SmartSense will go into Deep Sleep after a period of inactivity to prevent battery drain.
SmartSense will appear to be non-functional. It won't connect with the app and none of the headlight, taillight, radar, StashPort light or derailleurs will get power.

To wake from Deep Sleep, simply remove the battery from the bike for a few seconds and then reinstall it. If that does not work, see Hibernation Mode above.

Unlike SmartSense Gen. 1, there are no button presses to trigger or wake from Deep Sleep.
The default setting is 14 days, but riders can customize the timing in the app.

Battery Reset

If checking Deep Sleep didn't resolve the issue, try a battery reset procedure:

Take the battery out of the bike
Press and hold the button on the battery for about 10 seconds, until you see the LED around the charge port flash twice very quickly, then let go
Wait 10 seconds
Put the battery back in the bike. If the reset worked, inserting the battery should activate the SmartSense lights automatically and the SRAM AXS derailleurs should have power.

Battery Firmware

If Deep Sleep or Reset solved the battery problem then check and update the battery firmware as needed according to: SmartSense Gen. 2 Battery Firmware Update

If the problem persists after checking the Deep Sleep and Reset topics above then try plugging a USB-C charger into the battery while it's in the bike. If...

That activates the headlight, taillight, and derailleurs, then check and update the battery firmware as needed according to: SmartSense Gen. 2 Battery Firmware Update
(Note you may need to use the external USB-C charger during the battery insertion step of the firmware update process)
That does not activate the headlight, taillight and radar, then visit your authorized Cannondale dealer for further help.

Battery Standby Drain

The SmartSense Gen. 2 system will always have some measurable standby battery drain (roughly 2-6% per day depending on the bike configuration) if you leave the battery in place when you're not using the bike. While it's in Standby, the system is ready to power your derailleurs, keeps transmitting via Bluetooth continuously for app connectivity, is always ready to turn on from an Auto Wake command, and keeps the status lights flashing. All of those things use power and are designed for convenience.

If you're not using the bike for several days at a time and are more concerned about battery levels than ease of quick use, then the best thing to do is remove the battery from the bike.
Alternatively, you may customize the amount of time before the battery goes into Deep Sleep. See: Deep Sleep Mode in Getting Started with SmartSense Gen. 2

The button on the battery doesn't turn the system on

Similar to many ebikes, the button on the battery only shows the level of battery charge. You can also hold the button on the battery for 3 seconds to turn on/off the flashlight. See: Turn SmartSense On/Off

Lights

Taillight and Headlight not working

If the taillight/radar and headlight are not working and the system is not connecting with the app, but the derailleur(s) are getting power, then there is likely a connection or wiring problem between the battery and the taillight (the brains of the system). Visit your authorized Cannondale dealer for further help isolating and solving the problem.

Headlight not working

If the taillight/radar and derailleurs are working, but only the front light is not working or working intermittently, then check...

Front light firmware

Check whether a front light firmware update is needed.

Problem persists

If the front light firmware is up-to-date, visit your authorized Cannondale dealer for further help isolating and solving the problem that is likely either a front light wiring problem or the front light itself.

The button on the headlight doesn't work

The small button on the back of the headlight is only used as a troubleshooting backup in case communication is lost with the headlight. It does not change light modes. See: Lights in Getting Started with SmartSense Gen. 2

What do the different status lights on the side of the Radar/Taillight mean?

Flashing Purple – Device is in active pairing mode
Single Blue Flash – Device is in smart sleep (or standby) mode
Double Blue Flash – Device is in active mode
Flashing Yellow – Device is in demo mode
Flashing Blue and Green Alternating – Device is applying a firmware update
Flashing Green 10 Times – Device successfully applied a firmware update
Flashing Red 10 Times – Device was unable to apply a firmware update
Single Red Flash – The device is in smart sleep (or standby) mode and is connected to a battery that is low
Double Red Flash – The device is in active mode and is connected to a battery that is low
Solid Green – Device is in mass storage mode
Solid Red – An error occurred. You may need to restart the device

Features troubleshooting

Auto Wake feature does not work, or turns SmartSense on when I'm not riding

See: Auto Wake feature does not work

Radar

Pairing Radar with a head unit or watch

See: How to use SmartSense Radar with your head unit

Cannondale App

SmartSense features do not appear in Cannondale App

See: SmartSense features do not appear in the Cannondale App

Cannondale App does not connect to SmartSense

See: Cannondale App does not connect to SmartSense

SmartSense controls do not appear in Cannondale App Ride screen

If you have multiple bikes in your Cannondale App Garage, you must first press Start Ride and select a SmartSense bike to see the Ride screen controls. SmartSense can always be configured in the Garage also.

Still having trouble?

Please contact our support team with the "Submit a request" link below.