Matrix Retail E50 Troubleshooting Manual Download

Page: 21 / 24

21/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM

Matrix Xer & Xir Console

EART

ATE

Heart Rate

handgrips display

incorrectly

IPS

Unable

Update software to

latest version.

Restore Factory

Defaults and ensure

the correct Machine

Type is chosen.

Troubleshoot grips

& wiring

Wireless heart rate

monitor (HRM) isn’t

working as designed

Ensure the HRM is

charged &

functional

Update software to

latest version.

Restore Factory

Defaults and ensure

the correct Machine

Type is chosen.

If your issue persists,

Click here

Additional Information

•

Cold or dry hands can cause Heart Rate to read wrong or not at all. Warm and moisten hands.

•

Dirty sensors, jewelry, and electrical interference from the environment can cause Heart Rate

display errors.

•

Please reference these documents: Heart Rate Flow Chart (under Troubleshooting Guides) or

Heart Rate Check Points

(HURESAC). These references are written regarding Commercial

equipment; Some details may be different with Xer & Xir consoles, but no better references exist.

Summary of Contents for Retail E50

Page 1: ...ed here The guide is intended to be used alongside the Master Error Code List under Troubleshooting Guides if you have an error code begin there Instructions for any task directed here can be found in...

Page 2: ...AGE LINK TOC Matrix Retail Equipment Online Remedy May need to right click copy hyperlink paste into a browser that is logged in to Online Remedy USING THIS GUIDE Read understand the General Troublesh...

Page 3: ...ted to a router with internet connectivity and the console is connected to DAPI Additional Information If console behavior is different than what is indicated by the icons e g icons indicate no connec...

Page 4: ...install SW version less than currently installed Yes No Perform OS Restore retry update If your issue persists Click here Additional Information Software and file structure instructions are found here...

Page 5: ...laceConsole TSG BB37 DEAD RESETS No Problem stays with frame Updatesoftwareto latest version Restore Factory Defaults and ensure the correct Machine Typeis chosen Didn t fix Yes Check that header on U...

Page 6: ...connection on UCB Didn t fix Does freeze occur ONLY during Virtual Activeworkout Yes See Virtual Active section on Workouts topic Yes Frozen on Matrix spinning icon Image2 No Access Service Mode usin...

Page 7: ...d colors This is a known manufacturing issue ReplaceConsole TSG CB28 Treadmills Verify the power cord is securely connected to the wall outlet and that the power switch on the frameis turned on Treadm...

Page 8: ...lets etc on screen Recommend using Lock Screen button during workouts No known solution Request video of occurrence discuss with TL Touchscreen registers touches in wrong place CALIBRATION Calibrating...

Page 9: ...sion Restore Factory Defaults and ensure the correct Machine Typeis chosen Can t see past workouts HISTORY Connect the console to ViaFit to begin workout tracking ViaFitness com If your issue persists...

Page 10: ...to the latest version Reset power on the Passport Player and the equipment Verify that the player is within 25 to 30 feet of the equipment Make sure there is a clear path between the player and the eq...

Page 11: ...minimum speed 3 Mbps 5 Mbps for streaming in high definition Ensure that the console is connected to the internet there is presently no way to check download speed on an Xer or Xir console Hulu WeCha...

Page 12: ...gn No Yes Check CC connections Ensure Demo Mode is off Didn t fix Perform OS Restore and update to latest software version Updatesoftwareto latest version Restore Factory Defaults and ensure the corre...

Page 13: ...FOOT BLOCKING IR SIGNAL The consoleshows an image of a footblocking the IR sensor Check for and remove any objects blocking the IR transmitter signal Clean theIR transmitter per the maintenance secti...

Page 14: ...y not removed Ensure Safety Key is properly insterted attached TREADMILL Updateto latest software version Short all three pins of GREEN socket on UCB Replaceswitch wires ifshorting pins clears the err...

Page 15: ...28 2021 Revised by EM Matrix Xer Xir Console PHYSICAL KEYPADS BUTTONS TOC Press Touch Key Some or all buttons don trespond ReplaceConsole TSG EB42 BUTTONS Troubleshooting TBD If your issue persists C...

Page 16: ...e console is in ErP IO UPDATE Short term solution 1 Use the power switch on the frame to cycle power See image and notes below The R D team is aware of this issue and is working on a long term solutio...

Page 17: ...tify me in Machine Settings Update is enabled The R D team is aware of this issue and is working on a long term solution In the short term resolve the issue by using the power switch on the frame to c...

Page 18: ...er settings found to be most compatible with our equipment o MAC Filtering disabled o DHCP enabled o WPA WPA2 Personal or WEP encryption o TKIP only encryption o Band Steering enabled o Change the rou...

Page 19: ...ce normally paired with the AirPods navigate to Bluetooth Devices menu locate the AirPods and command Forget This Device Alternatively turn Bluetooth off on the phone or other device If the AirPods au...

Page 20: ...wn after a user sets it VOLUME CHANGING The intended behavior is for the console to frequently reset in app volume to themaximum level so that volume is consistent across apps Users should adjust the...

Page 21: ...test version Restore Factory Defaults and ensure the correct Machine Typeis chosen If your issue persists Click here Additional Information Cold or dry hands can cause Heart Rate to read wrong or not...

Page 22: ...Typeis chosen LUBE BELT LubeBelt message displays Lubricate the treadmill running belt Go to theconsole homescreen and then press and hold the Speed Up and Stop buttons for 3 to 5 seconds to reset the...

Page 23: ...o your observed or reported failure in this document you may have discovered a new failure If a console is replaced after referencing this page your Why reason likely will not be Directed by TSG ECL D...

Page 24: ...cons Indicating Connectivity 10 3 31 21 E McWilliams Added PressReader notes to Apps Programs 11 4 7 21 E McWilliams Added notes on connectivity icons and dual band routers to the Internet Connection...

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