| Can I use the Keystone in cold temperatures? |
It is okay to use your Keystone in the operating temperature range, suggest by Shimano: -10 - 50°C |
| How do I remove the battery? |
Each Keystone will come with a set of keys. Make sure to save your spare key and safe location. Insert the key fully into the lock cylinder on the non drive side of the downtube until it stops. Rotate the key clockwise until the battery drops from the downtube providing access to the latch release mechanism. Use your index finger to gently depress the spring which will fully release the battery. Use caution to support the battery when removing it so it does not fall to the ground. |
| How can I file a warranty claim for the drive unit and other electronic components? |
Contact an authorized Shimano STEPS dealer. |
| Can I change my motor/power settings? |
Yes, you can customize your motor settings via the app as well as update the firmware. You'll need to download the Shimano E-tube mobile app. |
| Can I change the max speed? |
No. Depending on where you've purchased your Keystone it will either have a max assist speed of 20mph or 25km/h. This setting cannot be modified by the user or a dealer. |
| Can I purchase an extra battery? |
Yes, you can purchase a spare battery kit with a spare downtube cover directly from Borealis. Spare battery kits may not be available in all markets. You can also purchase a spare battery from Shimano, but it will not include a battery cover. |
| Can I ride the Keystone without the battery? |
No. This will void your warranty with Shimano and cause damage to the motor system. |
| Do I need to update the firmware / software? |
Firmware can be updated via the Shimano E-tube mobile app. |
| How do I use walk mode? |
Hold the upper button (down assistance level) for 1 second until the display turns blue and displays WALK mode. Press and hold the same button to power the rear wheel. |
| How long does it take to charge the Shimano 630Wh Battery? |
With the included EC-E8004 charger, the battery can fully charge in 6 hours. |
| How long will my battery last? |
The remaining battery capacity is affected by temperature and cycle count. Generally, it decreases approximately 5% a year. This means roughly 95% capacity remains after 1 year, and 90% after 2 years. |
| How should I store my bike and or battery? |
Charge your battery to approximately 70% before storing for long periods of time. Store in a cool, indoor location with a stable temperature between approximately 10 - 20 C / 50 - 70 F. No direct exposure to sunlight or rain. |
| Are the electronic components waterproof? |
Yes, the STEPS system is waterproof as long as all components of the system, including the battery and battery cover, are installed correctly. We recommend not using a high-pressure washer to clean your Repeater, but riding in the rain and regular cleaning are okay. |
| My bike won't turn on, what do I do? |
First, make sure all cables are plugged in, if they are then try removing and reinstalling the battery. If it still won't turn on try charging your bike for a few hours. If your bike is too hot or too cold, it might not turn on. If your bike still does not turn on, contact a Transition or Shimano dealer for support. |
| Should I only charge my battery when it's completely drained? |
No, simply charge the battery any time you need it, frequent charges actually help battery longevity. Avoid letting the battery discharge completely. Charge to 70% before storing for long periods. |
| What are the different error codes and what do they mean? |
Whenever you encounter an error code, first cycle the power off and then back on. If the code persists, remove the battery and then reinstall, which will hard reset the system. If neither of these steps resolves the issue, please reference the Shimano error code list. If you cannot resolve your error code via your Etube mobile app please visit your nearest Shimano STEPS dealer or contact Shimano STEPS customer support. |
| What is the range and how can I maximize it? |
There are many factors that affect battery range, such as, how much effort the rider is providing, the gradient of terrain, ambient temperature, and rider weight. The best way to maximize your range it to spend more time in Eco and Trail modes, and minimize the amount of time spent in Boost mode. |
| What is the widest tire the Keystone can fit? |
26x5.0" or 27.5x4.5" |
| What kind of maintenance is needed on the drive unit and how often? |
The drive unit is sealed and cannot be serviced. If there are any issues with the drive unit, it will need to be removed and sent back to Shimano for service or replacement. The drive unit along with the battery is designed to last over 1000 charge cycles. Assuming you're getting 30 miles (48Km) per charge, the drive unit should last 30,000 miles, or much longer than pretty much any other part on your bike. |
| Why does my bike stop giving assistance over a certain speed? |
Depending on where you've purchased your Keystone it will either have a max assist speed of 20mph or 25km/h. This setting cannot be modified by the user or a dealer. |
| Will environmental temperature affect battery life? |
The battery life will be shorter during cold temperatures, this is not a sign of a problem. |
| Will my bike be delivered with a charged battery? |
Your Keystone was shipped in a "sleep" mode with the battery at approximately 30% charge. It is recommended to fully charge your battery before the first ride. |
