There's a few reasons why Zwift and the Companion app won't pair, and some of the troubleshooting can be very simple.
Here's three troubleshooting steps that tend to solve most of problems with the Companion app.
- Make sure your Zwift device and your Companion app device are on the same network.
- Force stop/close the Companion app and restart.
- Try turning on Airplane mode for your Companion app device, then turning WiFi (and BLE, if needed) back on.
- Making sure your devices are on the same network -
The number one reason why you will only see the Home screen and not the Game screen on the Zwift Companion app (ZC) app is because your Zwift device and mobile device are not on the same home network.
In order for the app to work, your mobile device has to be connected on the same WiFi as your Zwift device (including the same 2.4 GHz/5 GHz band) and logged in with the same Zwift account in order for the app to show the additional in-game ride controls.
Note: You will still be able to pair an Ethernet-connected device if it's going through the same router that's transmitting WiFi.
- Force stopping/closing the Companion app -
Sometimes, bad data gets transmitted between the app and the game, or the app just gets in a bad state, and you need to just force restart the app.
- Turning on Airplane Mode -
Mobile devices can prefer connecting over mobile data instead of WiFi, which disrupts your connection with Zwift. To avoid that, try the following:
- Make sure ZC is completely closed
- Turn off mobile data on OR turn on Airplane mode on your phone
- Connect to your Wi-Fi network
- Launch ZC
- Launch Zwift on your other device
These steps should ensure that you're connecting solely over WiFi versus mobile data.
If you have a proxy, VPN, or strict/enterprise-strength firewall on your computer and/or phone, it can prevent you from connecting, so we recommend making exceptions for Zwift as appropriate.
The last reason why you may be unable to connect is because you haven't updated to the newest app version. If you've turned off automatic updates or rejected updates for the app, you may be stuck with a version that's no longer supported. Visit the Play Store or iTunes store on your device to make sure that you have the newest version installed.
ZC listens on TCP port 21587. Your router firewall should also allow all incoming/outgoing Zwift TCP traffic on ports 80 and 443 and all Zwift incoming UDP traffic on port 3022.
If you have port blocking enabled, you may need to either turn it off, or port forward to those specific ports, for ZC to work properly.
ZC keeps losing its connection
We cover this in a different article.
If you're still unable to connect, submit a support ticket, so we can investigate with you further.