Matrix CX Series User manual

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Troubleshooting Guide:
CX Series Training Cycle
Prepared by:
E. de Jonge, J. Sleppy
Date:
12/18/2019
Models Affected:
2018 Training Cycles:
CXP (FC24), CXM (FC23) & CXC (FC20)
PURPOSE
Use this document to troubleshoot Matrix Indoor Training Cycles. The Console section applies to the CXP
console only; the Frame section applies to all model frames (CXC, CXM, and CXP). The intended users
are Matrix (Johnson) Customer Tech Support Representatives & Field Service Techs, but distribution is
free.
This guide is intended to be used alongside the CXP Service Manual. Refer to it for error codes and
instructions for many tasks directed here. Additional resources are available in Online Remedy
Read and understand the General Troubleshooting and Using this Guide sections before
proceeding further.
TABLE OF CONTENTS (TOC)
CXP Console
1. Software Updates & Calibration
2. Power & Battery Issues
3. Freezing/Stalling
4. Displays
5. Touch Response
6. Workouts
7. Errors (Other than ECL Errors)
8. Internet Connection & Wi-Fi
9. Bluetooth & RFID
Frame
1. Speed Errors & Resistance
2. Frame

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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.
•To access Service Modes:
oFrom idle: Press & hold “MATRIX” logo for ~5 seconds, then type 3001 enter.
oFrom workout: Press the “Hamburger” button in upper right. Press & hold on “Options” in
upper left until keypad appears, then type 3001 enter.
•If multiple, identical machines are available, swap suspected failed parts (console, LCB, cables,
etc.) and observe if the failure follows.
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.

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SOFTWARE UPDATES &CALIBRATION TOC
USB, Update, Failed, Detect
USB update appears
to have failed
FAILED
Format USB &
ensure file structure
is correct. Consider
using a different
USB.
If able, does an
adjacent machine
recognize updates
on your USB?
Yes Replace console
No
CALIBRATION
Calibration data lost
If BOTH the console
& LCB are replaced,
calibration may be
required
Refer to Training
Cycle Calibration
under Tools in
Online Remedy.
Additional Information
•Do not allow the battery to die during manual updates. Check battery status; charge if low before
attempting update.
•Automatic updates via RSCU are preferred over manual USB updates.
•If unable to navigate into software update menus, consider Touchscreen, Display, Freezing, or
Power failure.

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POWER &BATTERY ISSUES TOC
Dead, Off, Reset, Reboot
Console doesnt
power on at all
POWER
Is the battery
charged?
No
Charge battery or
pedal at >90 RPM
for >3 minutes
Yes
5VDC on console
end of Console Cable,
pins 4 and 8?
No
Troubleshoot LCB,
Generator, Battery,
cables
Yes
If able, swap
consoles with an
adjacent bike
Failure stays with frame
Failure
follows
console
Replace Cons ole
Battery failure is
indicated
BATTERY
Was a new
battery recently
installed?
No
Remove side panel &
inspect LCB components
outlined in picture
below. Replace LCB
with version H003 if
visibly damaged or
burned; replace LCB on
all other bikes at this
location.
Yes
Check that the
exchange board the
battery connects to
wasnt damaged
during battery install
Didnt fix?
Pedal at >90 RPM for >3
minutes. Does blue
battery charging LED on
battery turn on?
Yes
Check Battery
Voltage in
Service Mode
>330 mV
Does console
power on &
work as
expected?
No
Troubleshoot
console cable.
Consider swapping
console with
another, working
bike.
Replace console if
failed.
<330 mV
Stop pedaling.
What does the
console do?
No
Replace battery Shuts down
immediately
Yes
Set Suspend Timeto 10 minutes.
Record Error Logs in Action Plan.
Clear Error Logs.
Verify console registers resistance
changes properly.
Verify LCB LEDs are lighting properly.
Stays
on
Battery is low or dead. Choose one:
• Remove & charge battery
• Replace with charged battery
• Use bike at >90 RPM for at least
an hour
Discuss with management how to keep
battery charged. Provide copy of
Charging Chart, below
RESETS
Console powers off
or cycles power
unexpectedly
Additional Information
•“Power” issues describe when nothing on the console appears to power on. Also consider that
the console can freeze on a black screen that can appear as not on.
•Refer to “Battery Information” Appendix 1.
Figure 1 - LCB (referenced above)
Figure 2 - Charging Chart (referenced above)

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FREEZING/STALLING TOC
Frozen, Boot, Lock, Crash
FROZEN
Console display is on,
but unresponsive
Hold the console button
for 10 seconds, until the
screen turns off. Wait
30 seconds; press the
console button to turn
back on
Check for updates
and update to latest
software version, if
able.
Update via USB, if
unable to update via
WiFi and not already
at latest version.
Swap console
with another
bike, if able
Failed console works
Consider Power &
Battery topic
Failure follows console
Record all details of
how/when freeze
occurs in Action
Plan.
Replace console
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. Be mindful that
Touchscreen failures may be reported as freezing.

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DISPLAYS TOC
Lines, Dim, Off, Dark, Bright, Color
BLACK
WHITE
Display is solid white or
black See Battery topic.
BLINKING
Display blinks or flickers
while pedalling See Battery topic.
PIXELS
Lines or missing pixels
on display
Screen test is
available in Service
Menu to confirm
TFT-LCD module is
replaceable, if tech
is capable
Unable Replace console
Additional Information

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TOUCH RESPONSE TOC
Sensitive, Hard, Press
NO TOUCH
Console doesnt accept
touch input
Remove console
from bike & open
rear cover. Check
that touchscreen
ribbon cable is
connected to socket
along bottom edge
BUTTON
Console button doesnt
do anything
Remove console
from bike & open
rear cover. Check
that button cable is
connected to socket
J8, lower left corner
Touch hardware is
not field-
serviceable.
Replace console.
Additional Information
•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.
•Spraying cleaner directly on the screen is not recommended. Spray cleaner on a cloth and wipe
the screen with it.

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WORKOUTS TOC
Programs, Training, Exercise, Pause
PAUSING
Workout pauses or ends
unexpectedly
Did console shut
down?
No
No workout
failures are known
at this time.
Record all pertinent
details in Action Plan
Yes See Batterytopic
Additional Information
•All workouts are maintained by software. If software updates don’t resolve issues, hardware
failure is indicated.
•Also consider if LCB is working properly if workouts pausing or stopping. LCBs can be swapped
between similar frames to troubleshoot. If you swap LCBs or Consoles between bikes to
troubleshoot, be sure to return them to their original frames, as they contain critical calibration
data.

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ERRORS (OTHER THAN ECL ERRORS) TOC
014A
04B0
014A error
04B0error See Battery topic.
Additional Information
•Error Codes with a standardized 4-character alphanumeric ID are described in the Error Code
List and typically relate to hardware failures. This topic relates to software error messages.

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INTERNET CONNECTION TOC
Wi-Fi, Signal, Network
CONNECTION
Cant connect to WiFi
WiFi connectivity is
optional. Check
order that WiFi-
enabled consoles
were delivered.
Verify facility
internet & access
point integrity
Attempt connecting to
a HotSpot/Jetpack. (Not
customer-provided
network. Connected?
Yes
Problem is likely
with customer WiFi
configuration
No
Remove console
from bike & remove
rear cover. Inspect
that the WiFi board
is installed properly
& antenna
connected.
Didnt fix? Replace Console
Additional Information
•Internet issues are difficult, because we can’t be responsible for the internet at customer sites.
Failures are frequently with the network, and not related to our equipment.
•Consoles are programmed to automatically connect to npwireless or rd02. Matrix Tech Support
can provide the password, if appropriate. Facilities may have their own networks installed.

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RFID &BLUETOOTH TOC
BT, Signal, Pair, Login
CONNECTION
RFID tags dont register
RFID is optional.
Check order that
RFID-enabled
consoles were
delivered.
Try a different RFID
tag (ideally known-
good, works on a
different machine)
Tag works
Remove console
from bike & remove
rear cover. Inspect
RFID board &
antenna are
properly connected
Record all details in
Action Plan.
Replace console
Tag doesnt work
Troubleshoot RFID
tag, associated user
account
Additional Information
•RFID issues are not known to be common with these consoles.
•RFID issues are difficult, because we can’t be responsible for the integrity of the device the
customer is attempting to connect. Consider that failures may be with the other device –not our
equipment.

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SPEED &RESISTANCE TOC
Level, Watts
WATTS
User believes wattage
readout is too low
Set resistance to 6 &
pedal at 90RPM.
Wattage should read
between 170-200.
Some variation between
bikes is normal.
Check Torque
sensor, Position
sensor, all cables &
connections.
Ensure Position
Sensor is calibrated
properly in
Engineering Menu
Switch to CXM
Modein
Engineering Menu
RESISTANCE
Resistance setting
doesnt hold set level
Add a wave washer
to the resistance
setting assembly.
See Training Cycle
Frame
troubleshooting
guide.
READOUT
Resistance readout on
console doesnt change
with lever
Position Control
Board may have
been exposed to
sweat & failed.
See testing notes
below
Replace board.
PN 1000405603
Install cover as well.
PNs 1000444133 &
004336-00.
Refer to detailed
instructions in
Position Control
Board Cover service
bulletin.
Perform Spin-down
calibrationin
Service Mode-
Calibration-Spin
Down
Additional Information
•Speed Errors & Resistance Errors are rarely related to console failures without an accompanying
error code or sensor hardware failure.
•To set resistance brake level 1 position, refer to Training Cycle Frame under Troubleshooting
Guides, or section 8.4 of the Service Manual.
•To read the Position Control Board output, find the “resistance_pos” value at the bottom of the
Hardware tab in 3001 Service Mode. Reference the following information:
o‘resistance_pos” should increase with increasing resistance.
oResistance Lever at upper stop (minimum resistance), ‘resistance_pos’ should read
approximately 10500 –17500.
oResistance Lever at lower stop (maximum resistance), ‘resistance_pos’ should read
approximately 10500 greater than the minimum.
oIf ‘resistance_pos’ is 0 or greater than 30000, or does not change when the Resistance
Lever is moved, check all wiring connections & cables for damage before replacing parts.

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FRAME TOC
Pedal, Axle, Flywheel
VELCRO
Velcro straps on pedals
are not long enough
This is a
manufacturing
defect. Replace
straps with PN
1000441091
CLIPS
Peda l cleat clips fail
This is a
manufacturing
defect. Replace
pedals with PN
1000441505
Note:
The left pedal is left-
hand threaded. Loosen
& tighten opposite to
normal threads.
Pedal threads are
standard 9/16"-20
pitch. Commercial
pedals can be
installed if desired.
Clicking, rattling or play
felt in pedals/drivetrain/
flywheel
NOISES
Pedals
Check the pedal
crank bearing
support. Due to a
manufacturing
defect, these can
crack and loosen
Cracked parts
found? Yes
Refer to the Drive
Axle parts
replacement
instructions.
No
Tighten all driveline
hardware. Check
drive belt tension &
idler condition.
Handlebars, seat setting
slipping under load
SLIPPING
Which setting is
slipping?
Handlebar horizontal:
1. Remove black cover under slider
2.Set the marker at 4 ¾ on the scale
3. Use 3mm allen to tighten bolt beneath
slider, ¼ turn at a time
Seat horizontal:
1. Remove bolt on bottom of slider
2. Remove the lower front slider end cap
3. Pull slider forward until 8mmnut is
visible, beneath. Tighten ¼ turn at a time
Handlebar or Seat vertical:
1. Tighten the bolt accessible just above
the lock/unlock lever using a 5mm, long-
reach ball-end allen.
Flywheel or
pedals?
Observe if the
flywheel is spinning
true – should not
have perceptible
horizontal
movement or
wobble
Flywheel
Flywheel
wobbling? No
Flywheel axle
bearings can fail
from poor fitment.
Replace axle. See
note below.
Yes
Additional Information
•If directed to replace the flywheel axle, reference the following part numbers.
oCXP (FC24): 1000407507
oCXM (FC23): 1000411467
oCXC (FC20): 1000411467
•Details on many of these frame failures can be found on the CX series product pages in Online
Remedy.

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CHANGELOG TOC
Rev#
Date
Author
Changes
11/19/19
E. de Jonge
Document created. Sent for technical review.
12/03/19
J. Sleppy
Incorporated changes. Prepared to publish.
1
12/18/19
R. Templeton
Further edits. Ready to publish.
2
3/6/2020
J. Sleppy
Made multiple changes to “Frame” section flowchart to reflect new
flywheel failure mode.

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APPENDIX 1 POWER &BATTERY
Older batteries have hardware that can make the battery
unable to take a charge, making it “lock up”.
•Batteries marked as “V1.2” are the older design,
more prone to locking
•Batteries marked as “V1.4” are improved, and
should not fail in this manner
Any “V1.2” batteries removed from cycles in the field
should be marked “bad/won’t charge” and sent back to
Matrix.
To check the charge of a battery, press the button on the
side. Each of the 4 LEDs that illuminate describe 25% or
maximum charge.
A functioning battery can be removed from the cycle and
charged with a standard USB-microUSB cable. To charge
multiple batteries at once, a device similar to this 5-port
USB Charger can be used.
Periodic charging is recommended when:
•The battery indicates less than 25% charge
•The bike has not been used for an extended period (~1 month or longer)
•The situation dictates that the bike must be useable while pedaling under 75 RPM for extended
periods

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APPENDIX 2
Each LED on the LCB has useful meaning for troubleshooting & repair.
LED
STATUS
2
Generator signal
4
Software status
This LED should blink once per second
5
Error status
Lit Red: The LCB has encountered an error
6
Clear To Send (CTS) status for communication
Lit Green: Primary mode (LCB active)
Off: Secondary mode (LCB passive)
7
Communication status
Change LCB Status by commanding one time (?)
9
Console power
Further detail is under development.