To make all troubleshooting and repairs easier, Riptide Master Tool Kits can be purchased in our Parts Store here.




Before performing any actions in this guide, please first review other possible issues with your motor or drive train.


1.  If there is a clicking sound, especially while braking, check to see if you may have belt skip.


2.  Replace your belts with the spare set of belts included with your board.  New Belts can be purchased here.


3.  Check the condition of your pulleys when you replace the belts.  New Pulleys can be purchased here.


4.  Tighten your motor screws if they are loose.  Replacement Motor Screws can be purchased here.



If you have already tried these options, continue to additional motor troubleshooting steps below.





Check the Motor Wire Connections


If you experience any of the following issues, the first thing you will be asked is to check that your motor wire connections are secure:

    

    -  One motor is spinning irregularly, or making a strange noise.


    -  The board suddenly has significantly less power or top speed, but the battery appears to be fully charged.


    -  One motor is not spinning at all.



Click here for instructions how to check your motor connections.





Determine If the Issue Is the Motor or the Motor Controller


If you determine the issue to be a bad motor, Replacement Motors can be purchased here.


If you determine the issue to be due to the motor controller, a New Motor Controller can be purchased here.




Be sure to disconnect and reconnect each motor wire connection before continuing, to ensure that the issue is not due to a loose connection.


If all motor wire connections are firm and the clear rubber insulators fully encase all exposed copper on each wire connector, and no wires appear broken or exposed/damaged, you will need to troubleshoot whether it is a motor or motor controller issue.



Place the board on a riser that hangs the wheels off the table. A small box works well.





Use the 3mm Allen T-Handle to remove the 6 screws holding on the battery box. Put the 6 screws to the side.


  




Grab around the board while supporting the unattached battery box. Carefully flip it over. 








Flip over the battery box.







Notice that the motor wires coming out of the battery box will now be crossed.





Use the #2 Phillips Screwdriver to remove the 6 screws that hold the lid onto the battery box.



 




There may be a light bead of silicon holding the lid to the battery box. Gently grab the motor wires near the back of the battery box and lift up to dislodge the lid. Lift the lid off of the battery box.



 



With the motor controller and motor wire connections now exposed, switch the motor wires from each motor to the connections for the other motor, as shown.  


Make sure all connections are firm.






Turn on the board and apply throttle to spin the motors.  You may need to hold the wiring that is outside the battery box down so that the motors don't rub against them.


Does the issue with your motor resolve?



Example:


Before changing any wiring, "Motor A" is having an issue but "Motor B" works properly.  After switching the motor wires as shown, there are four possible outcomes:



1)  "Motor A" still has the same issue, and "Motor B" still works properly.  


This may mean that the issue is with "Motor A".  Take video of the issue you are experiencing, and write in the support exchange " Answer 1: I went through the troubleshooting process and the Non-Working Motor did not spin on the Good Wiring" and "Answer 2: I went through the troubleshooting process and the Working Motor spun on the Non-Working Wiring."


Directions for removing and replacing a motor can be found here.



2)  "Motor B" now has the same issue that "Motor A" previously had, but now "Motor A" works properly.  


This may mean that the issue is with the motor controller.  Take a video of the issue you are experiencing, and write in the support exchange "Answer 1: I went through the troubleshooting process and the Non-Working Motor spun on the Good Wiring" and "Answer 2: I went through the troubleshooting process and the Working Motor did not spin on the Non-Working Wiring."


Directions for removing and replacing a motor controller can be found here.



3)  Both motors now work properly.


This means that you may have had a poor connection on one of the motor wire connectors.  Switch all connections back to their original orientations, and test again.  You may also keep the wiring switched, but observe whether the wheels spin the correct direction.  If the wheels spin the correct direction, you have the motor wiring correct.  If they spin the wrong direction, switch any two of the three motor wire connections for the motor that spins in reverse and it will now spin correctly.



4)  In the unlikely event that neither motor now spins properly after switching the motor wire connections, verify that the power is powered on and remote paired, battery is charged in both the board and remote, switch all motor wire connections back to their original orientations and make sure they all have firm connections and the clear rubber insulators fully encase all exposed copper on each connector, and test again.  If neither motor still spins, take a video of the issue you are experiencing, and send an email to customer support.





Now turn off your board.


Take these two pictures of your motor controller and then send them to us.






Put your board back together and wait on a response from support with next steps. 


Thanks for your patience and for going through this process. We'll work to get you back riding ASAP.


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