Matrix XER User manual

1/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS 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 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. Software Updates & USB
2. Power issues
3. Freezing/Stalling
4. Displays
5. Touch Response
6. Workouts
7. Apps & Programs
8. Errors (Other than ECL errors)
9. Safety Key/E-Stop
10. Physical Keypads & Buttons
11. ErP (Sleep mode)
12. Internet connection & Wifi
13. Bluetooth
14. Entertainment/Audio
15. Heart Rate
16. Speed & Resistance Errors
•Speed/Resistance different than commanded
•No belt/step movement
17. Other
•My issue isn’t found here

2/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS 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”

3/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS 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.
Acquire new USB.
Format & ensure file
structure is correct;
attempt update.
Replace Console
TSG-AB15
FAILED
Perform OS Restore
& retry update.
Console 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 Console
TSG-AB43
Cant downgrade
software.
DOWNGRADE
Software versions
can not be
downgraded.
Wont Fix.
TSG-AB24
Troubleshoot &
consider replacing
USB port/board and
cable
Trying to 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.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.

4/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
POWER ISSUES TOC
Dead, Off, Reset, Reboot
Console doesnt
power on at all
12VDC on CC
pins 1-8?
Verify power to
machine
Troubleshoot
MCB/LCB &
Console Cable
Swap console
with same type
(if available)
Replace Console
TSG-BB41
Problem follows console
Cosole resets
continuously/
doesnt take
input
Replace Console
TSG-BB37
DEAD
RESETS
No
Problem stays with frame
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
Didnt fix?
Yes
Check that header
on UCB hasn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.

5/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
FREEZING/STALLING TOC
Frozen, Language, Boot, Lock, Crash
Console is frozenReplace Console
TSG-SB33
FROZEN
Does console
boot past red
Johnson Triangle
(Image 1)
Cycle power.
Occasional freezes
can occur, and may
be benign. If not
measurably
affecting machine
performance, they
can be ignored.
Display stuck on
Language Select
screen
STUCK ON
LANGAUGE
Do keypads beep
when pressed? Yes
Complete
Touchscreen
Calibration (See
Touch Response
page of this guide)
No
Perform OS Restore
to latest software
version
Replace Console
TSG-SB38
No
Perform OS Restore
to latest software
version
Unable/
didnt fix
Replace Console
TSG-SB40
Record details of
how to cause the
freeze or what
screen it freezes on,
in Action Plan.
Consider escalating
to Team Lead or
Console Tech Team.
Didnt fix?
Perform OS Restore
to latest software
version
Unable/
didnt fix
New install/
replacement?Check Touch Panel
connection on UCB
Didnt fix?
Does freeze occur
ONLY during Virtual
Active workout?
Yes
See Virtual Active
section on
Workouts topic
Yes
Frozen on Matrix
& spinning icon?
(Image 2)
No
Access Service Mode
using the button
combinations below.
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
Yes
Access Service Mode
using the button
combinations below.
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
No
Didnt fix?
This symptom may
be caused by
Touchscreen touch
input failure.
Troubleshoot on
that topics page.
Didnt fix?
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:
•URE: Resistance up & Resistance down
•A: Incline up & Resistance down OR Resistance up & Resistance down
•C: Speed up & Speed down
•T: Speed up & Speed down OR Incline up & Speed down
•Image 1:TBD Image 2:

6/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
DISPLAYS TOC
Lines, Dim, Off, Dark, Bright, Color, Solid, Pixel
Lines across display
OR
Missing Pixels
LINES
PIXEL
This is a known
manufacturing issue.
Display is dim or off
or dark
DIM/OFF
This is a known
manufacturing issue.
Replace Console
TSG-CB25
Replace Console
TSG-CB26
Display is solid white
SOLID
COLOR
This is a known
manufacturing issue.
Replace Console
TSG-CB40
DISTORTED
Display is distorted/
unreadable/tinted
colors
This is a known
manufacturing issue.
Replace Console
TSG-CB28
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.

7/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
TOUCH RESPONSE TOC
Sensitive, Hard, Press
Touchscreen doesnt
respond to input
NO RESPONSE
Touchscreen only
responds to hard
presses, or some
areas dont appear
to work
Clean the
touchscreen with
computer/LCD
screen cleaner.
DEAD SPOTS
Did not fix?
Attempt
Touchscreen
Calibration (See
notes below)
Touchscreen is
overly sensitive, or
registers phantom
touches
SENSITIVE
Inside console , loosen
screws affixing screen
bezel to frame and ensure
rubber gasket is properly
seated in groove.
Leave all bezel mount
screws snug – not tight.
Clean thoroughly.
Do the Keypads beep
when pressed?
Is the screen lit?
No
No
Check topics:
Power
Freezing
Display
ErP
Clean the
touchscreen with
computer/ LCD
screen cleaner.
Replace Console
TSG-FB16
Attempt
Touchscreen
Calibration (See
notes below)
Yes
Yes
Didnt fix?
Inside console, loosen
screws affixing screen
bezel to frame and ensure
rubber gasket is properly
seated in groove.
Leave all bezel mount
screws snug – not tight.
Clean thoroughly.
Replace Console
TSG-FB17
Replace Cons ole
TSG-FB18
Is this a new (out
of box) failure? Yes
No
Didnt fix?
Replace Console
Choose days
failurein CRM.
Is this a new (out
of box) failure? Yes
No
Replace Console
Choose days
failurein CRM.
Ensure screen is
clean, dry, and users
arent leaning
books/tablets/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the
touch screen
realigns where the
console registers
touches.
Perform
touchscreen
calibration. See
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:
•URE: Resistance up & Resistance down
•A: Incline up & Resistance down OR Resistance up & Resistance down
•C: Speed up & Speed 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.
•Spraying cleaner directly on the screen is not recommended. Spray cleaner on a cloth and wipe
the screen with it.
•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.

8/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
WORKOUTS TOC
Programs, Training, Exercise, Pause, Virtual, Active, VA
Workouts dont
work as expected.
Replace Console
TSG-MB24
WORKOUTS
Workouts pausing
unexpectedly.
PAUSE
Is user pedaling
faster than 15rpm?
Machine is designed
to pause below this
speed.
Troubleshoot LCB or
Motor Speed Sensor
VIRTUAL
ACTIVE
Virtual Active
icon disappears
or doesnt work
or is choppy
This is caused by
hardware failure or
software corruption
of the microSD card
inside the console.
Offer customer VA
pack A/B/C on USB
as a substitute.
Replacementof
original files is under
development.
Cycle power.
Machine is fully
useable, other than
the failing VA
workout.
If customer is not
satisfied with USB
track pack, replace
console.
TSG-MB20
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
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.

9/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
APPS &PROGRAMS TOC
Fail, Hulu, Netflix, Passport, Browser
Apps dont work as
expected
Replacing the console
may improve
performance, but wont
always. If appropriate,
Replace Console
TSG-GB23
APP FAILURE
Update software to
latest version.
Restore Factory
Defaults, and ensure
the date, time, and
time zone are set
correctly.
Hulu isnt available
HULU
Hulu was removed
from 1.4 software
due to
incompatibility.
Netflix buffering &
stuttering
NETFLIX
Connect to WiFi
with speed greater
than 5MB/sec.
Passport doesnt
play correctly
PASSPORT
See Passport USB
Compatibility
Service Bulletin
Update software to
latest version.
BROWSER
Degraded browser
performance
Update software to
latest version.
Browser
performance is
improved by 1.4
software.
No better solution
exists.
Wont fix.
TSG-GB04
Wont fix.
TSG-GB06
Netflix performance
is limited by
hardware design.
Wont fix.
TSG-GB07
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.
YOUTUBE
App resets when
resized or performs
poorly
Use Browser to
watch YouTube.
No better solution
exists
Update software to
latest version.
Consider that poor app performance may be
caused by hardware limitations, and cant be
improved. Apps taking up to a minute to open is
considered normal, and comparison to modern
phone/ta blet performance is not valid.
Cycling power regularly to clear the cache may
show marginal improvements
If your issue persists, Click here.
Additional Information
•All apps are maintained by software. If software updates don’t resolve issues, hardware failure is
indicated.
•Apps that communicate with the internet may have download speed requirements to function
properly. 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, WeChat, and Kindle are removed from software version 1.4 and greater due to
incompatibility with the operating system.
•Passport USB Compatibility Service Bulletin

10/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
ERROR CODES (OTHER THAN ECL ERRORS) TOC
0441, Unsupported, Model, IO
Unsupported
Model Detected
message.
MAY display 
error.
Replace Console
TSG-RB31
UNSUPPORTED
Console displays IO
Error
IO
Perform OS Restore
and update to latest
software version
Replace Console
TSG-RB35
OTHER
Any other error
message is displayed
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
Perform OS Restore
and update to latest
software version
Replace Console
TSG-RB36
Didnt fix?
Note the error
displayed in Action
Plan.
Cycle power
Is error
degrading
console
performance?
Press OK & ignore.
Cycle power if
needed. Many
errors are benign.
No
Yes
Check CC
connections.
Ensure Demo Mode
is off.
Didnt fix?
Perform OS Restore
and update to latest
software version
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
If your issue persists, Click here.
Additional Information
•Error Codes with a standardized 4-character alphanumeric ID are described in the Master Error
Code List and typically relate to hardware failures. This page relates to software error codes.
•Reference for valid LCB/MCB type code as displayed by the console:
Model
Type Code
Model
Type Code
Model
Type Code
T30
0x04
T30
0x0E
T70
0xC1
T30
0x06
T50
0x0E
T75
0xC1
A30
0x0B
TF30
0x0E
T70
0xC2
E50
0x0C
TF50
0x0E
T70
0xC3
R50
0x0C
E30
0x12
T75
0xC3
U50
0x0C
R30
0x12
T75-02
0xC3
C50
?
U30
0x12
A50
0x15

11/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
SAFETY KEY TOC
Emergency, Stop, E-Stop, Estop, All Stop
Safety Key not
functioning properly
(TM)
Short all three pins
of GREEN socket on
UCB with large flat-
blade screwdriver.
Did this clear the
E-Stop error? No Replace Console TSG-DB12
Yes
Replace switch &
wires
Did not fix? Replace Console
TSG-DB13
SAFETY KEY
Safety Key screen on
non-TM
NON-TM
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
Didnt fix? Replace Console
TSG-DB14
Treadmill:
Safety Key message
appears; Key not
removed
Ensure Safety Key is
properly insterted/
attached.
ERROR
Update to latest
software version.
Short all three pins
of GREEN socket on
UCB. Replace switch
& wires if shorting
pins clears the error.
Replace Safety Key
Assembly
If your issue persists, Click here.
Additional Information
•Safety Key switch should measure Open when triggered/engaged and Short when in operating
position.
•DO NOT bypass the Safety Key (other than for testing function). This is an essential safety device
and must operate properly.

12/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
PHYSICAL KEYPADS &BUTTONS TOC
Press, Touch, Key
Some or all buttons
dont respond
Replace Console
TSG-EB42
BUTTONS
Troubleshooting
TBD
If your issue persists, Click here.
Additional Information
•This section TBD
•Depends on frame type…

13/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
ERP(SLEEP MODE) TOC
Wake
Console does not
enter ErP
WON T SLEEP
Console wont wake
up from ErP
WON T WAKE
Cycle power. Ensure
software is updated
to latest version.
Ensure software is
updated to latest
version.
Disable ErP
Ensure ErP is
activated in machine
settings.
Console wakes from
ErP without
operation
WAKES OFTEN
Ensure software is
updated to latest
version.
Disable ErP
Is green LED
behind Energy
Saverbelow
screen on?
No
Likely not an ErP
failure. Consider
Power, Display, or
Touch Response
failures.
Yes Still appears to be in ErP?
If your issue persists, Click here.
Additional Information

14/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
INTERNET CONNECTION &WIFITOC
Signal, Network, Slow
Console cant
connect to Wifi
NO CONNECTION
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
If advised,
Replace Console
TSG-JB32
Wait 5 minutes.
Attempt connection
to network again.
If router is dual-
band, set one SSID
to 2.4GHz and
attempt connection
to that network
Didnt fix?
Record error logs to
USB drive in
Engineering
Menu>Errors & send
to us; record make/
model of router.
Consult Team Lead.
Attempt connecting
to a cell phone Hot
Spot/Jet Pack. (Not
a customer-provided
network)
If your issue persists, Click here.
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.
•Router 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
oChange the router password so it doesn’t use any special characters – Consoles have
been known to not like them.
•ViaFit xIDs with a leading zero (ie 0008675309) have been known to not work correctly.
Reference Console Information –ViaFit User Guide.

15/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
BLUETOOTH TOC
Bluetooth, Signal, Pair
Bluetooth device
wont connect
WON T CONNECT
Ensure device is on,
open, and
discoverable
Didnt fix?
Ensure device isnt
already paired with
something else
Didnt fix?
Xir only:
Replace Bluetooth
module.
Updated part is
1000351780
Didnt fix? Replace Console
TSG-NB27
Xer or Xir? Xir
Xer
Xer consoles only
connect to Heart
Rate Monitors &
Bluetooth
headphones.
If your issue persists, Click here.
Additional Information
•Bluetooth issues are difficult, because we can’t be responsible for the integrity of the device the
customer is attempting to connect. Consider that failures could be with the other device –not our
equipment.
•Apple AirPods require special attention to pair with consoles. Follow these steps:
1. On the phone (or other device 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 automatically connect to any
other device, the Xer/Xir console will not find them.
2. Make sure the AirPods are inside the case and docked. Open the charging case lid, but
do not remove either of the AirPods yet.
3. On the back, near the bottom of the AirPods charging case, there is a small circular
button. Press and hold the button until the LED between the AirPods at the top turns
white and begins a slow, rhythmic blink. The console should find the AirPods; pair with
the console as any other compatible device.
4. When the user is done with their workout, they may need to re-pair the AirPods with their
other device.
•Some heart rate monitors (HRM) are Bluetooth-enabled but may not appear as “Paired” devices;
this is normal. The Polar HRM provided with the machine does not pair with Bluetooth.

16/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
ENTERTAINMENT/AUDIO TOC
Static, Whine, Quiet, Sound, Headphones, Speakers
Static hiss in
headphones or
speakers
STATIC
Replace Console
TSG-KB28
High-pitch whine in
headphones or
speakers
WHINING
Replace Console
TSG-KB29
No audio from
headphones
NO AUDIO
Verify source is
producing audio &
volume not muted
Replace headphone
board Unable Replace Console TSG-KB30
This is a known
manufacturing issue.
This is a known
manufacturing issue.
If your issue persists, Click here.
Additional Information
•Only applicable to wired headphones.
•Also refer to Audio | Speakers guide (Old reference, nothing better is known).

17/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
HEART RATE TOC
Heart Rate
handgrips display
incorrectly
GRIPS
Unable
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
Troubleshoot grips
& wiring
WIRELESS
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.

18/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
SPEED &RESISTANCE ERRORS TOC
Belt, Step, Level, RPM, Elevation
Different than
commanded
SPEED
ELEVATION
RESISTANCE
Troubleshoot MCB/
LCB & check for
Error Codes
Replace Console
TSG-TB34
TREADMILL
Belt doesnt move
after console
software update
This is a known
software update
bug. Software
update can change
the internal machine
type setting.
Didnt fix?
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
RPM
RPM readout is
incorrect
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
If your issue persists, Click here.
Additional Information
•Speed Errors & Resistance Errors are rarely related to console failures without an accompanying
error code. Reference MCB/LCB troubleshooting documentation or the Error Code List.
•Treadmills may be reported as “not getting up to commanded speed”. This frequently occurs as
the belt/deck friction increases as it approaches end of life. Consider replacing components.
•Treadmills may be reported as giving “Over-speed” errors. This is caused when a heavier user is
using the machine at low speed & high incline. No current solution exists, other than increase
commanded speed or decrease incline.
•A reference for MCB/LCB LED codes can be found in each model’s Service Manual.

19/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
OTHER TOC
Not Found
A fix to my failure
isnt found in this
Guide
NOT FOUND
Escalate to Team
Lead or QA
Include all pertinent
detail in action plan.
If directed to replace
console:
TSG-ZB39
If you cannot find a resolution to 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”
Discuss this case with your Team Lead.
Team Lead: Verify you agree with everything your Rep has done to this point.
You may need to involve R&D & QA. This document may need to be revised.
Do you have suggestions/ideas about this document?
Email [e-mail] or jake.slepp[email protected].

20/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS Matrix Xer & Xir Console
APPENDIX 1