We understand that you are experiencing unusual noise coming directly from the motor hub while the wheel is operating.
In most cases, this type of behaviour is caused by either a loose motor cable connection or damage to the motor cable. We recommend carrying out the following checks so we can identify the cause.
First, please carefully inspect the entire motor cable for any visible damage, including cuts, fraying, crushing, kinks, exposed wires, or other signs of wear.
Please also check the motor cable connection to the rest of the system.
That the connection is pushed together firmly and completely. Please refer to the example photo below showing how the connection should look. The connector should be very tightly connected to ensure a reliable electrical connection.
We would also like to inspect how the motor cable has been installed alongside the fork or frame. Please make sure the cable is not being excessively bent, pinched, stretched, or rubbing against the frame or fork.
Additionally, please send us clear photos showing the point where the motor cable enters the motor hub, including the condition of the cable and how the wheel is installed and tightened in the fork/frame. This will allow us to check whether the cable may have been damaged or incorrectly positioned during installation.
Once we have these photos, we can check the installation and cable condition more closely and advise you on the next steps.