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Riders Disappearing or Going Off Course

If you see riders donuting, disappearing, or going the wrong way, or you do the same, it's likely caused  by one of the following:

  • your Internet connection in general is having issues (typically over WiFi)
  • your Internet connection to our servers isn't strong/stable
  • the riders who are disappearing are having issues
  • (very rarely) Zwift is having server issues

Only one or some riders are disappearing

If only one or a few riders are disappearing, but you still see others, it's likely that the rider(s) disappearing is/are having Internet issues. Unfortunately, nothing you can do here.

All riders are disappearing

If all the riders on the course are disappearing or you go significantly off course, it's likely an issue related to your Internet connection: if you're disconnected, all other riders disappear, and the server can't track your position. Here's some steps you can try to confirm the issue is Internet related:

These steps assume that you've been able to see riders correctly in the past, and other riders disappear mid-ride. If you don't see anyone from the start, or have never seen anyone on course, see the next section.

  • Verify your Internet connection is working through a web browser by going to Zwift.com.
  • Do a pingtest. If your ping is higher than 50ms, you're going to regularly see issues.
  • If you're on WiFi and only have a couple bars, try moving closer to your router or running an Ethernet cord from your router to your computer. Alternatively, you may want to consider WiFi range extenders.
  • If possible, try using your mobile phone as a hotspot for Internet. This helps to confirm that the issue is home-Internet related.

I've never been able to see other riders

Zwift requires access to different ports that can be closed if you have a more strict connection. Here's what you need to check for:

 

  1. If you have a VPN or proxy, turn this off as it can block your connection to our servers.
  2. Check your firewall. You may need to make an exception for Zwift to connect, especially if you're behind an enterprise-strength firewall.
  3. If you're connecting through a router, try restarting your router - and if that doesn't help, try plugging in directly to your modem. Your modem and/or router could also have a firewall that's preventing you from connecting to our servers.
  4. Your router firewall should allow all incoming/outgoing Zwift TCP traffic on ports 80 and 443 and all Zwift incoming UDP traffic on port 3022.

Most of these steps aren't typical, unless you're on a work device or Internet connection. We do not support further configuration steps beyond these, so if you have limited access, you may want to use a personal computer/device instead.

If none of those steps worked...

Check the Announcements forums to see if there's any server maintenance or known connectivity issues. These are extremely rare, but they do happen from time-to-time.

And, as always, if you need additional help, contact our Member Experience team. They're happy to help!

 

 

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