Matrix G7 Ultra V2 User manual

1/16 | Revision: | Revision Date: | Revised by: Matrix ITC
Troubleshooting Guide:
2018-Present Ultra V2 Intelligent Training Console
Prepared by:
E. de Jonge
Date Prepared:
11/13/19
Models Affected:
All G7 Ultra V2 strength equipment
with ITC console (AS1861)
PURPOSE
Use this document to troubleshoot the Matrix Ultra V2 Strength Intelligent Training Console (ITC). The
intended users are Matrix (Johnson) Customer Tech Support Representatives & Field Service Techs, but
distribution is free.
There is no standardized Master Error Code List for ITC equipment.
Instructions for any task directed here can be found in the ITC Service Manual 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 / Touch Screen Calibration
6. Errors (Other than ECL errors)
7. ErP (Sleep Mode)
8. Internet Connection & Wi-Fi
9. RFID & Bluetooth
10. Weight Calibration
11. Connected Solutions
12. Other
•My issue isn’t found here

2/16 | Revision: | Revision Date: | Revised by: Matrix ITC
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.
•If multiple, identical machines are available, swap suspected failed parts (console, 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.
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.

3/16 | Revision: | Revision Date: | Revised by: Matrix ITC
SOFTWARE UPDATES TOC
USB, Update, Failed, Detect
No updates found
when attempting
update
NOT FOUND
Trying to
downgrade to
older version?
Yes
Software versions
cannot be
downgraded.
SERVER
Cannot connect to
server
Check Internet &
WiFi topic
FAILED
USB update failed SW version less
than 1.1.0.82 Yes
Update to 1.1.0.87
with USB. Re-
attempt
downloading
software on console.
No
Consult Console Tech Team.
Format USB & ensure file
structure is configured properly
OR try a different USB.
Does console
detect USB?
Power-only USB
cables were used in
some instances.
Replace USB port &
cable.
Replace UCB
TYPE
Console shows
wrong machine type
Complete First Time
Setup. See notes
below.
No
No updates found
is normal if console
is already at current
version
Notat current version?
No
Yes
Additional Information
•Internet-connected consoles will check for (and perform, if found) updates at 1am by default. This
can be disabled or changed in Service Mode. USB updates are not recommended for any
common situations.
•If unable to navigate into software update menus, consider Touchscreen, Display, Freezing, or
Power failure.
•First Time Setup is initiated by press & holding the “MATRIX” logo, then touching the “First Time
Setup” button from the menu that appears. Ensure Facility ID is entered correctly, DAPI
Environment is set to Production, Equipment Type is selected correctly, Serial Numbers are
recorded correctly, and connection to the internet is established.

4/16 | Revision: | Revision Date: | Revised by: Matrix ITC
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
Power Switch
Set, Console
Cables,
Transmission Set
Did failure
follow console
or stay with
frame?
Replace UCB
DEAD
Stays with frame
No
Yes
If possible, connect
console to
neighboring frame
with console cable
extension (PN TBD)
OR
Swap consoles with
another machine if
available
Follows console
Additional Information
•Verify ERP mode settings as ERP mode will appear as “off”.
•By disconnecting everything but the console cable, failed components (i.e. bad RFID board, Wi-Fi
board, etc.) no longer cause faults. If the console appears to work as expected with nothing else
connected, failure is likely with one of the parts connected to it.

5/16 | Revision: | Revision Date: | Revised by: Matrix ITC
FREEZING/STALLING TOC
Frozen, Boot, Lock, Crash
Console is frozen
Note how/when
freeze occurs in
Action Plan.
Replace UCB
FROZEN
Does the console
respond to
touch?
Cycle power and
update to latest
software version, if
able.
Record details of
how to cause the
freeze or what
screen it freezes on,
in Action Plan.
Complete First Time
Setup & update to
latest software
version.
Unable/
didnt fix
Replace UCB
Yes
Complete First Time
Setup & update to
latest software
version.
No
Perform all methods
of Touch Calibration.
Touch mis-
calibration can be
reported as Frozen
due to no response.
Connect a USB
mouse to check
console function.
Didnt fix
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.
•No touch response can be interpreted as frozen; unlike many other consoles, ITC can only be
commanded by touch. See Touch Response topic for further calibration details.
•Touch Input/Display modules cannot be ordered separately from the UCB at this time.
•First Time Setup is initiated by press & holding the “MATRIX” logo, then touching the “First Time
Setup” button from the menu that appears. Ensure Facility ID is entered correctly, DAPI
Environment is set to Production, Equipment Type is selected correctly, Serial Numbers are
recorded correctly, and connection to the internet is established.

6/16 | Revision: | Revision Date: | Revised by: Matrix ITC
DISPLAYS TOC
Lines, Dim, Off, Dark, Bright, Color
Display is fuzzy, or
colors are off
FUZZY
COLORS
Check LVDS cable &
connections for
damage. Remove
both connectors &
re-seat (carefully)
Didnt fix? Replace UCB &
display
DARK
Display is off, no
backlight or
response
Yes Verify power to
machine
12VDC on CC
pins 1-8?
No
Consider Power
Issues topic.
Yes Replace UCB
Additional Information
•If possible, check that both ends of the LVDS and backlight cables are secure in their sockets and
undamaged.
•Display/Touch Input modules are cannot be ordered separately from the UCB at this time.

7/16 | Revision: | Revision Date: | Revised by: Matrix ITC
TOUCH RESPONSE /TOUCH SCREEN CALIBRATION TOC
Sensitive, Hard, Press
Touchscreen doesnt
respond to input, or
requires a very hard
press
NO RESPONSE
CALIBRATION
Calibration is too far
off to enter service
mode
Cycle power. Once
console boots, touch
& hold anywhere on
the touchscreen for
~35 seconds.
See note below
Ensure the
touchscreen is
thoroughly clean.
Consider loosening
screen mounting
screws inside
console and cleaning
perimeter.
Inside console, loosen screws
affixing screen bezel to frame
and ensure rubber gasket is
properly seated in groove.
Leaveall bezel mount screws
snug – not tight.
Clean thoroughly and calibrate.
See instructions below.
Replace UCB
Factory guide directs resistance
measurements on FFC
connector (touchscreen to
UCB). Directs touchscreen
replacement depending on
reading, but UCB & TS is one
part – not available seperately
Replace UCB
Connect USB
mouse to port
inside console
Pointer appears
Touchscreen failed.
Touchscreens
cannot be ordered
as a separate part.
No pointer appears
Consider Freezing
topic
Additional Information
•For further instructions on loosening screws, see Bulletin NB-1907018
•To perform touch screen calibration:
oPress & hold “MATRIX” logo on the home screen for ~3 seconds
oTouch 3 0 0 1 ENTER
oIn MES mode, navigate to “Hardware” tab and press “Calibrate Touch Screen”
oPress & hold each target until “OK” appears. Follow directions on screen.
If touch response is too far off to navigate, Calibration can also be initiated by:
oCycle power & allow console to load to home screen
oPress & hold anywhere on the screen for ~35 seconds
oCalibration will begin after lifting touch. Follow directions on screen.
•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.
•Touchscreens are not orderable separate from the UCB. Both must be replaced if either fails.

8/16 | Revision: | Revision Date: | Revised by: Matrix ITC
ERROR CODES (OTHER THAN ECL ERRORS) TOC
Unsupported, Model, 04B0
COMMUNICATION
Console error 04B0
Cycle power &
update to latest
software version.
Swap
Communication &
Power cables. See
note below
Didnt fix?
Restore Factory
Defaults; ensure
machine type is set
correctly & serial
numbers are
entered correctly.
Didnt fix? Didnt fix?
Consider LCB or
Console Cable
failure. Swap parts
with another
machine to
troubleshoot (if
able)
Additional Information
•The Console Cable between the Load Cell Pulley (LCB) and the DC Power Supply only delivers
power (pins 1&2 –7&8). If the data (pins 3 &6) fail on the CC to the UCB, errors can result.
Swapping the cables may restore function and can be a permanent fix. Alternatively, order new
Console Cable.

9/16 | Revision: | Revision Date: | Revised by: Matrix ITC
ERP(SLEEP MODE) TOC
Wake
ErP not behaving as
expected
ErP
Further research
into ErP failures is
ongoing.
Additional Information
•ErP hasn’t been thoroughly tested at JHT-NA. Unknown if any failures are related to it –be
mindful if your application requires it.

10/16 | Revision: | Revision Date: | Revised by: Matrix ITC
INTERNET CONNECTION TOC
Wi-Fi, Signal, Network
Console cant
connect to Wifi
NO CONNECTION
Consult Team Lead
& Console Tech
Team. If directed,
Replace UCB
Verify facility
internet & access
point integrity
Cycle power &
update to latest
software version.
Follow WiFi
connection
procedures.
Verify both antenna
inside case are
connected to WiFi
board &
undamaged. Ensure
WiFi board is secure.
Replace WiFi board,
antennae and wires
Attempt connecting to a
Hot Spot/Jet Pack. (Not
a customer-provided
network). Connected?
No
Yes
Problem is likely
with customer WiFi
configuration.
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.
•ITC is not programmed to automatically connect to the npwireless network.