Matrix T30 Bedienungsanleitung

1/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

Troubleshooting Guide:

2016-2019 Xer & Xir Console Troubleshooting Guide

Prepared by:

J.Sleppy

Date Prepared:

4/19/19

Models Affected:

2016-2019 UREACT Xer & Xir

consoles

(CTM698, CTM699)

PURPOSE

Use this document to troubleshoot Matrix Xer & Xir cardio consoles. The intended users are Matrix

(Johnson) Customer Tech Support Representatives & Field Service Techs, but distribution is free.

New information is contained in the Online Remedy Update Center for your model until it can be verified

and incorporated here. Always check there if your failure isn’t clearly resolved 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 the Xer/Xir Console Service Guide or specified

reference.

Read and understand the General Troubleshooting and Using this Guide sections before

proceeding further.

TABLE OF CONTENTS (TOC)

1. Icons Indicating Connectivity

2. Software Updates & USB

3. Power issues

4. Freezing/Stalling

5. Displays

6. Touch Response

7. Workouts

8. Apps & Programs

9. Errors (Other than ECL errors)

10. Safety Key/E-Stop

11. Physical Keypads & Buttons

12. ErP (Sleep mode)

13. Internet Connection & Wifi

14. Bluetooth

15. Entertainment/Audio

16. Heart Rate

17. Speed & Resistance Errors

•Speed/Resistance different than commanded

•No belt/step movement

18. Other

•My issue isn’t found here

2/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

GENERAL TROUBLESHOOTING TOC

•UPDATE TO THE LATEST SOFTWARE VERSION, if possible.

oReference the Software Update topic if anything unexpected happens.

•Cycling power is recommended as the first attempt to fix most failures, and after major repairs are

implemented. Stop pedaling/stepping self-powered equipment to allow it to power down.

•If multiple, identical machines are available, swap suspected failed parts (console, MCB, cables,

etc.) and observe if the failure follows.

•If unsure where to begin with degraded console performance, disconnect everything from the

UCB (except for the console cable, as this supplies power). Verify expected operation; reconnect

parts one at a time until the failure is recreated.

•Before replacing any major part, inspect the cables to/from it. Disconnect and inspect the

connectors on both ends, as well as the terminals on the boards. If capable, perform continuity

tests to verify all the conductors are intact. If no damage/corrosion noted, carefully reconnect,

ensuring proper seating and connection. Request replacement cables if at all suspicious.

PRODUCT PAGE 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 Troubleshooting section above.

Given a problem description, link to the topic that appears most fitting from the ToC on the first page or

Find (ctrl-f) by keyword. Find the Green flowchart bubble that best describes the specific issue, and follow

the flow through asking questions, taking measurements, and suggesting corrective action. The

“Additional Information” section within each topic contains notes and details pertaining to that topic.

After each corrective action is taken, re-evaluate if the failure has been resolved. Some indications have a

straightforward order of attempts, and not all steps are always necessary if a lower-level fix resolves the

issue.

Matrix CTS: UCB or Console replacements (and some other situations) require additional

information to be recorded, detailed here. Within this guide, those directions are filled Orange. If

you reach that point, note the TSG-XX##. This Troubleshooting Code will be requested in CRM.

If the failure you’re attempting to resolve isn’t described by this document, or the corrective action

is attempted and doesn’t resolve the issue, you may need to escalate this case by consulting your

Team Lead. Also see section “Other”

3/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

ICONS INDICATING CONNECTIVITY TOC

Icon Display Definition

Console is not connected to a network router.

Console is connected to a router with no internet connectivity.

Console is connected to a router with internet connectivity, but console is not

connected to DAPI.

Console is connected 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

connectivity, but workouts are posting to ViaFit), inform a Team Lead or QA.

•The console will sometimes fail to display the connected Wi-Fi icon (or even display a

disconnected Wi-Fi icon) when a connection still exists. Make sure the console is updated to

version 1.5.3.9 or the most current software version. See Internet Connection & Wi-Fi for

additional troubleshooting.

4/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

SOFTWARE UPDATES TOC

USB, Update, Failed, Detect, RSCU

UCB Update did not

succeed ( via USB)

Format USB &

ensure file structure

is correct; attempt

update.

Ac quir e ne w U SB.

Format & ensure fil e

structure is correct;

atte mpt upda te.

Replace Cons ole

TSG-AB15

FAILED

Perform OS Restore

& retry update.

Conso le is not

detecting USB

USB

Format USB &

ensure file structure

is correct; attempt

update.

“No updates found”

NOT FOUND

Ensure file structure

is correct on USB

Replace Cons ole

TSG-AB43

Can’t downgrade

soft ware.

DOWNGRADE

Software versions

can no t be

downgraded.

Won’t Fix.

TSG-AB24

Troubleshoot &

consider replacing

USB p ort/ board and

c abl e

Trying to install SW

version less than

c urr ent ly in st all ed?

Yes

No Perform OS Restore

& retry update.

If your issue persists, Click here.

Additional Information

•Software and file structure instructions are found here. OS Restore Instructions are found here.

(OS Restore instructions don’t exist yet, as of rev. 5)

oWith 1.4 and greater software, OS Restore can be initiated with a USB memory drive.

This process is under development.

•Software updates are no longer done automatically via the internet (RSCU). This function has

been intentionally disabled; all software updates are done via USB.

•Software updates are best performed with a 2–8 GB USB memory stick, formatted ‘FAT32’. Other

sizes & formats may work but are not recommended.

•If unable to navigate into software update menus, consider Touchscreen, Display, Freezing, or

Power failure.

•The integrated USB port will charge devices to 1 amp. Devices that require more will not charge.

5/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

POWER ISSUES TOC

Dead, Off, Reset, Reboot

Console does n’t

power on at all

12VDC on CC

pins 1-8?

Verify power to

machine

Troubleshoot

MCB/LCB &

Console Cable

Sw ap co ns ol e

with same type

(if available)

Replace Console

TSG-BB41

Problem follows console

Cosol e resets

c onti nu ousl y /

d oe sn’t take

input

Replace Console

TSG-BB37

DEAD

RESETS

Problem stays with frame

Updat e s of twar e to

la tes t ve rs io n.

Restore Factory

Defaults and ensure

the correct Mac hine

Typ e i s c hose n.

Didn’t fi x?

Yes

Che ck t h at he ade r

o n UC B h asn ’t been

inadvertently

installed upside

down.

Refer to picture.

If your issue persists, Click here.

Additional Information

•When replacing a console, the Console Cable connector (header) could be pulled from the board,

and inadvertently installed upside-down—the new console will not work in this configuration.

Correct orientation has the clip down, away from the board.

6/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

FREEZING/STALLING TOC

Frozen, Language, Boot, Lock, Crash

Console is ‘frozen’Replace Console

TSG-SB33

FROZEN

Does con so le

b oot pa st re d

Jo h nso n Tr ia ng l e

(Ima ge 1 )

Cycle power.

Occasional freezes

can occur, and may

be benign. If not

m easu ra bl y

aff ect in g m ac hi ne

performance, they

can be ig no re d.

Display stuck on

Language Select

sc re en

STUCK ON

LANGAUGE

D o ke ypad s b ee p

w he n press ed? Yes

Complete

To uc h scr ee n

C ali br at io n (S ee

‘Touch Response’

page of this guide)

Perform OS Restore

to latest software

version

Replace Console

TSG-SB38

Perform OS Restore

to latest software

version

Una bl e/

didn’t fix

Replace Console

TSG-SB40

Rec ord d eta ils of

how t o cause the

free ze or what

screen it freezes on,

in A ct io n Pl an.

Consi der escalating

to Team Lead or

Console Tech Team.

Didn’t fi x?

Perform OS Restore

to latest software

version

Una bl e/

didn’t fix

New install/

replacement?Check Touch Panel

c onne ct io n on U CB

Didn’t fi x?

Does freeze occur

ONLY during V irtual

Ac ti v e w ork out ?

Yes

See Virtual Active

sec tio n on

“Wor kou ts ” topic

Yes

Fr oze n on M atr ix

& spi n ni ng ic on ?

(Ima ge 2 )

Access Service Mode

using the button

c om bi nat io n s b el ow .

Upd at e s of tware t o

la tes t vers io n.

Restore Factory

Defaults and ensure

the correct Mac hin e

Ty p e i s c ho se n.

Yes

Access Service Mode

using the button

c om bi nat io n s b el ow .

Upd at e s of tware t o

la tes t vers io n.

Restore Factory

Defaults and ensure

the correct Mac hin e

Ty p e i s c ho se n.

Didn’t fi x?

This symptom may

be caused by

To uc h scr ee n to uch

in p ut fa il ur e.

Troubleshoot on

that topic’s pag e .

Didn’t fi x?

If your issue persists, Click here.

Additional Information

•“Freezing” and “Stalling” (and synonyms) are very general words that mean different things to

different people. In this Guide, they are taken to mean the console display is on, objects on the

screen may or may not be moving, but no touch or button response is recognized.

•If “Freeze” occurred during a Virtual Active workout, check that topic on the Workouts page.

•Service Mode Button Combinations:

•ACERU: Resistance up & Resistance down

•T: Speed up & Speed down OR Incline up & Speed down

7/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

DISPLAYS TOC

Lines, Dim, Off, Dark, Bright, Color, Solid, Pixel

Lines across display

Missing Pixels

LINES

PIXEL

This is a known

manufacturing issue.

Display is dim or off

or dar k

DIM/OFF

This is a known

manufacturing issue.

Replace Console

TSG-C B2 5

Replace Console

TSG-C B2 6

Display is solid white

SOLID

COLOR

This is a known

manufacturing issue.

Replace Console

TSG-C B4 0

DISTORTED

Display is distorted/

unreadable/tinted

c ol ors

This is a known

manufacturing issue.

Replace Console

TSG-C B2 8

Treadmills: Verify the power

c ord is sec ur e ly c on nect ed t o

the wall outlet and that the

p ower sw i tc h on t he fr am e i s

t urne d on .

Treadmills: Verify that the

machine is connected to a

20-am p de di cat ed c ir cuit .

See notes below.

If your issue persists, Click here.

Additional Information

•If possible, check that both ends of the LVDS and backlight cables are secure in their sockets and

undamaged.

•The customer can follow these steps to confirm if the treadmill is on a dedicated circuit:

1. Go to the circuit breaker box in the home and turn the breaker with the treadmill off.

2. Check to see if any other electronics turn off as well.

8/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

TOUCH RESPONSE TOC

Sensitive, Hard, Press

To uc h scr ee n does n’t

respond to input

NO RESPONSE

To uc h scr ee n only

responds to hard

presses, or some

areas don’t appear

to wor k

Clean the

touchscreen with

c om pute r/ LC D

screen c leaner.

DEAD SPOTS

Did not fix?

At te mpt

To uc h scr ee n

C ali br at io n (S ee

n ot es be lo w)

To uc h scr ee n is

overly sensitive, or

r egis te rs ‘phantom’

touches

SENSITIVE

Inside c onsole, loosen

sc re ws a ff ix in g s cre en

bezel to frame and ensure

rubber gasket is properly

sea ted in groove.

Le av e a ll be zel m ount

screws snug – not tight.

Clea n thor ough ly.

Do the Keypads beep

w he n pr ess ed?

Is the sc reen l it?

C he ck t o pi cs:

Pow er

Freezing

Display

ErP

Clean the

touchscreen with

c om pute r/ LC D

screen c leaner.

Replace Cons ole

TSG-FB16

At te mpt

To uc h scr ee n

C ali br at io n (S ee

n ot es be lo w)

Yes

Didn’t fi x?

Inside c onsole, loosen

sc re ws a ff ix in g s cre en

bezel to frame and ensure

rubber gasket is properly

sea ted in groove.

Le av e a ll be zel m ount

screws snug – not tight.

Clea n thor ough ly.

Replace Cons ole

TSG-FB17

Replace Cons ole

TSG-FB18

I s t hi s a n ew (o ut

of box) failure? Yes

Didn’t fi x?

Replace Cons ole

Choose “<30 days

fai lure” in CRM.

I s t hi s a n ew (o ut

of box) failure? Yes

Replace Cons ole

Choose “<30 days

fai lure” in CRM.

Ensure screen is

clean, dry, and users

aren’t le ani n g

books/tablets/etc

o n scr ee n.

Recommend using

Lo c k S cr ee n bu tt o n

dur in g worko ut s

No k no wn s ol uti on .

Request video of

occ urren ce &

d isc us s w it h TL.

To uc h scr ee n

registers touches in

wrong place

CALIBRATION

“Calibrating” the

touch screen

realignswhere the

console registers

touches.

Perform

touchscreen

c ali br at io n. S ee

instructions below.

If your issue persists, Click here.

Additional Information

•To perform touch screen calibration:

•Navigate to initial “GO” screen. End any workouts & exit apps.

•Press and hold appropriate button combination (see below) for ~3sec.

•Console will enter Service Mode. Release button combination.

•Again, press and hold appropriate button combination for ~3sec.

•Touch the targets that appear on the screen; follow directions on the console.

•Service Mode Button Combinations:

•ACEUR: Resistance up & Resistance down

•T: Speed up & Speed down OR Incline up & Speed down

•Sweat, cleaner, water, and other contaminants on the touchscreen frequently cause apparent

failures. Properly cleaning the touchscreen is commonly all that’s required to resolve:

•We recommend using a screen cleaner and avoiding products that contain ammonia and

alcohol.

•Spray a soft, lint-free, dry cloth with the screen cleaner and gently wipe the console.

•Do not use abrasive pads or paper towel, and do not spray the console directly, as liquid

could leak into the console and cause damage.

•Monitor wipes may also be used.

•Determining whether the touchscreen itself or the UCB has failed may be useful at some point,

but presently, screens and UCBs cannot be independently replaced or repaired.

9/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

WORKOUTS TOC

Programs, Training, Exercise, Pause, Virtual, Active, VA

Wor kouts don’t

work as expected.

Replace Console

TSG-MB24

WORKOUTS

Workouts pausing

unexpectedly.

PAUSE

Is user pedaling

fas ter than 15rpm ?

Mac hi ne i s desi gne d

t o pau se be lo w th is

speed.

Troubleshoot LCB or

Motor Speed Sensor

VIRTUAL

ACTIVE

Vir tua l A ct ive

ic o n di sap pea rs

or doesn’t work

or is ‘c hopp y’

This is caused by

hardware failure or

software corruption

of t he mic roSD ca rd

in si de t he co nsol e.

Off er customer V A

pack A/B/C on USB

as a substitute.

Replacement of

original files is under

d evelo pme nt .

Cycle power.

Machine isfully

useable, other than

t he fai li ng VA

workout .

I f c us to me r is no t

satisf ied with USB

track p ack, rep la ce

conso le.

TSG-MB20

Updat e s of tware to

la tes t ve rs ion.

Restore Factory

Defaults and ensure

the correct Machine

Typ e i s c ho se n.

Updat e s of tware to

la tes t ve rs ion.

Restore Factory

Defaults and ensure

the correct Machine

Typ e i s c ho se n.

Can’t see past

workout s

HISTORY

Connect the console

to ViaFi t to begi n

workout t rac king:

Via Fitnes s.c om

If your issue persists, Click here.

Additional Information

•All workouts are maintained by software. If software updates don’t resolve issues, hardware

failure is indicated.

•Virtual Active failures are caused by microSD card failure inside the console. Replacing the

microSD will resolve the failure until the new microSD fails as well; a better, permanent solution is

under development.

•LCB/MCB operation is questionable with workouts pausing or stopping.

•The consoles are equipped with ViaFit™ workout tracking. After the customer connects their

equipment, they can view/track their past workouts; more information can be found at

ViaFitness.com.

•At this time, apps can only be accessed after pressing “Go” or starting a workout program. It is

not possible to open an entertainment app before starting a workout.

•Reference the Owner’s Manual for a complete description of available programs.

•More information about Sprint8 is available at Sprint8.com.

10/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console

APPS &PROGRAMS TOC

Fail, Hulu, Netflix, Passport, Browser, Spotify, YouTube, PressReader

Apps don’t work as

expected.

Replace Console

TSG-GB 23

APP FAILURE

Update software to

latest version.

Re st ore Facto ry

Defaults, and ensure

the da te, time, and

ti me zone are s et

correctly.

Hulu isn’t available

HULU

Soft wa re versio n 1. 4

removes the Hulu

app due to

incompatibility.

Netflix buffering &

stuttering

NETFLIX

Connect to WiFi

with speed greater

than 5MB/sec.

Passport doesn’t

play correctly

PASSPORTBROWSER

Degraded browser

performance

Update software to

latest version.

Browser

performance is

improved by 1.4

softwa re.

Didn’t f ix?

Record what app is

failing in Action

Plan.

No better solution

e xis ts.

Won’t f ix.

TSG-GB 04

Won’t f ix.

TSG-GB 06

Netflix performa nce

is limited by

hardware design.

Won’t f ix.

TSG-GB 07

SPOTIFY

Unable to log in to

Spotify (Xer only)

Set app to full-

screen. The “Log in”

button is not visible

outside of full-

screen; this is a

hardware limitation.

See Passport USB

Compatibility

Service Bulletin

Update console

software to the

latest version.

Reset power on the

Passport Player and

the equipment.

Verify that t he

player is within 25 to

30 feet of the

equipment.

Ma ke s ure there is a

clear path between

the player and the

equipment.

When using the SIGN UP FREE

button, the console displays "No

internet connection" despite the Wi-

Fi icon showing a connection or

other internet apps working

correctly.

For XER or XIR

(requires Facebook

and Spotify app)

Download the Spotify

app on another iOS/

Android/Windows

device and create an

account if one does

not alrea dy exist.

Tap LOG IN. Tap near the top

of the button to avoid

accidentally hitting the back

arrow so that it does not send

you to the workout home

screen.

Open the Spotify

app on your

console.

Select CONTINUE

WIT H FACEBOOK

and log in using your

Facebook

credentials.

Crea te a Spotify

account (at spotify.com

in a browser or within

the Spotify app) on

another device if one

does not already exist.

Select CONNECT TO FACEBOOK in

the Spotify app. Depending on the

operating system, it will either

appear on the home screen or under

Profile > Settings > Facebook. Crea te

a Facebook account if one does not

already exist.

User does not

have single-sign-

on set up for

Spotify

Is su e i n v1. 5. 3.9 ;

no long-term

solution or ETA

available – use

workaround.

For XIR only

*Continued on next page*

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