Shimano STEPS error W960: Communication error with the drive unit
The system has lost clean data traffic between a CAN-connected accessory and the drive unit. The display flags a warning rather than a hard fault, but motor assist may cut out or drop to a reduced level and walk-assist is likely disabled until the link is restored. On some builds the speed reading also drops to zero because the same CAN bus carries that signal.
| Drive system | Shimano STEPS (E5000, E6100, E7000, E8000, EP6, EP801) |
| Severity | Warning |
| Keep riding? | Ride with caution |
| Typical cost | Diagnostic and cable work typically runs €40-€90, a replacement Shimano CAN cable €15-€45, and a drive-unit repair or replacement outside warranty sits around €350-€700. |
Likely causes
- CAN cable damaged, chafed, or pinched along the frame
- Loose or unseated connector at the drive unit or accessory end
- Corroded or wet pins inside the CAN connector
- Third-party CAN device (ABS, suspension controller, gear sensor) failure
- Damaged port on the drive unit itself
How to fix Shimano STEPS error W960
- Power the bike off at the battery and wait 30 seconds before turning it back on.
- Inspect the CAN cable run from the accessory to the drive unit for cuts, kinks, or pinch points.
- Unplug the CAN cable at both ends and reseat each connector firmly; check that the locking tab clicks home.
- Look into the connector pins for moisture, dirt, or green corrosion; clean with contact cleaner and dry before reconnecting.
- Disconnect any aftermarket CAN accessories and retest to isolate the failing device.
- If the warning returns with all accessories disconnected, the drive unit port or internal board is suspect - hand the bike to an authorised Shimano dealer for diagnosis.
Warranty: A genuine wiring or drive-unit fault inside the two-year Shimano warranty window is normally covered, while water ingress, crash damage, and aftermarket wiring faults are treated as out of warranty.
Typical cost: Diagnostic and cable work typically runs €40-€90, a replacement Shimano CAN cable €15-€45, and a drive-unit repair or replacement outside warranty sits around €350-€700.
Frequently asked
Can I reset shimano error W960?
Power-cycle the system by switching off the display, removing the battery, waiting 30 seconds, then reassembling and switching on. The code clears only if the underlying connection is sound, otherwise it returns within a few seconds of riding.
Is it safe to keep riding with W960?
Treat it as a caution and head home or to a workshop rather than continuing a long ride. Motor assist can drop out unexpectedly, which is risky in traffic or on climbs.
How much will the repair cost and is it under warranty?
A cable or connector fix usually lands between €40 and €90, while a drive-unit replacement outside warranty can reach €350-€700. Genuine component faults inside the two-year Shimano warranty are normally covered, but water damage and crash damage are not.
Related Shimano STEPS codes
Manuals and video
Official source: si.shimano.com
Not an official Shimano STEPS document. Compiled from workshop experience and public service information; details can differ per system version and bike brand.