Update: If you're encountering unexpected game freezes while riding and you use a smart trainer, please submit a support ticket with the following information.
- Brand and model of your trainer (i.e. Tacx Neo, KICKR, etc.).
- Physical region you're connecting from.
- Your log.txt (located in your Documents\Zwift\Logs folder) from the ride where your game froze
We've found that pairing a smart trainer may occasionally cause Zwift to freeze. This may happen immediately after pairing or during a ride. If the game freezes, it is likely to do so for an extended period of time; we've observed this behavior continuing for up to 10 minutes.
It's possible Zwift may recover from the freeze and resume, but we've also observed it continuing indefinitely.
Our development team is actively investigating this issue, and we'll update this post when we have more information. Thanks for your patience and understanding as we get this sorted!