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Service

You’re in safe hands

As sure as wheels turn, bikes need fine-tuning from time to time. So it’s reassuring to know that a Shimano dealer is never far away. Whether you’re e-biking through your home town or hitting the hills somewhere in Europe, support is always around the corner.

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FAQ
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Find your manuals and technical documentation

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Download the E-TUBE software below

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There's always a STEPS dealer near you

Frequently Asked Questions

Assistance is not being provided

Q: Is the battery sufficiently charged?
A: Check the battery charge. If the battery is nearly spent, recharge it.

Q: Is the speed higher than 25 km/h?
A: Check the cycle computer display. Assistance is not provided at speeds exceeding 25 km/h?

 

Assist traveling distance is too short

Q: The battery characteristics will drop during winter weather.
A: This is not a sign of a problem.

 

What is the range of STEPS?

Q: Range varies depending on the riding conditions, such as hilly areas, wind, air pressure in wheels, etc.
A: High mode: 60 km
Normal mode: 85 km
Eco mode: 125 km

 

The range overview is different from my expectation?

Q: Range in normal mode is 85 km, but the range overview shows fewer kilometres.
A: The range overview is recalculated continuously by calculating speed, driver behaviour and power consumption. This means that range overview makes a prediction, which can vary depending on these different factors.

 

The setting menu cannot be launched while riding the bicycle

Q: The product is designed in such a way that the settings menu cannot be launched if it detects that the bicycle is being ridden. This is not a sign of an abnormality.
A: Stop the bicycle and adjust the settings.

 

Do I have to discharge the battery completely before recharging?

Q: Long battery life is wanted.
A: No. Lithium batteries do not affect the memory. Recharging at every opportunity is in fact good for battery life, because that means complete discharge happens more rarely.

Q: Is it possible to refresh a battery?
A: No, this is not possible.

Q: How often must the battery be charged?
A: If the bicycle is not used for an extended period of time, charge the battery periodically. Do not let the battery discharge completely.

Q: How much does the remaining battery capacity decrease after several years?
A: The remaining battery capacity is affected by temperature and cycle count. Generally it decreases approximately 5% a year. Which means about 95% capacity remains after 1 year, and 90% after 2 years.

Q: Can I exchange cycle computers between two SHIMANO STEPS e-bikes?
A: Yes you can, because the cycle computer is not associated to a dedicated e-bike. If the drive unit has not been updated for a long period of time, contact your local bike dealer.

Q: How long is the warranty?
A: Warranty is 2 years for all STEPS components beginning with the date of purchase.

Q: Is there a version for S-Pedelec?
A: No. At the moment SHIMANO STEPS is designed for Pedelec 25km/h exclusively.

Q: Is there a diagnostic tool?
A: Yes. With the SM-PCE1 the SHIMANO STEPS bike can be connected to the PC via USB port. You can do settings, firmware update and diagnostics.

What is Error E012?

Q: The reason for E012 is the initialization of the torque sensor.
A: Don’t touch the pedals when switching on the e-bike. Check the chain tension. It should be possible to move the chain up and down 15 mm.

Q: Is there automatic shifting?
A: Yes. A firmware update will be available on 25-12-2015, which will provide automatic shifting for SHIMANO STEPS with the 8-speed Di2 hub.

Q: How can I upgrade from a mechanical 8-speed hub to a Di2 8-speed hub on a SHIMANO STEPS e-bike?
A: Please contact SHIMANO STEPS service.

Q: DST and ODO show wrong DATA. What can I do?
A: Please update the drive unit's firmware.

Q: Is SHIMANO STEPS compatible with coaster brakes?
A: Yes, a coaster brake version is available.

Q: Is Walk Assist available?
A: Yes. Please consult the user manual for how to operate.

Q: Where can I get technical information?
A: Please refer to your bike dealer or visit si.shimano.com.

 

Is it possible to disassemble the drive unit in order to repair something?

Q: For example replacing bottom bracket.
A: Do not disassemble the drive unit! Mechanical and electric parts have been tested under heavy conditions to achieve a long period of operation. In addition, the bottom bracket is made of proven Shimano quality.
Please contact your bike dealer if needed.

 

What should I do if there is noise coming from the DI2 hub?

Q: When shifting from gear 7 to gear 6 the hub rattles.
A: This noise is normal due to the changing planetary gear set.