Matrix CTM697 User manual

1| Revision Date: 11/15/2021 | Revised by: EM
Troubleshooting Guide:
XR Console
Bulletin Number: NB-2109005 Date Prepared:
7/2/2018
Models Affected:
Matrix Retail XR Console
(CTM697)
Prepared by:
Regina Templeton
OVERVIEW
Use this guide to troubleshoot the following issues on XR consoles:
•Calorie Count Inaccurate
•Console Does Not Save User
•Wi-Fi Connectivity
•Green Start Button Does Not Work (R30)
•Workouts Do Not Post to ViaFit
•All or Some Keys on the Console Do Not Work
•No Display/Console Does Not Turn On
•Passport Player Does Not Sync with the Console
•Console Shows a Red Safety Button is Pressed (C50)
•Console Shows Image of Foot on the Control Zone (C50)
•Console Shows Message to Lubricate the Chain (C50)
•Console Shows Foot Blocking the IR Signal (C50)
The guide also contains answers to the following Frequently Asked Questions:
•Does the heart rate strap that comes with the product need to be synced to Bluetooth?
•How do I reset the “Lube Belt” message on my treadmill console?
•How do I turn Energy Saver mode on or off?
•How do I take the machine out of Energy Saver mode?
•How do I update software on my console?
•How should I clean my console screen?
•Where can I learn more about Sprint 8?
•Where can I learn more about the programs on my machine?
PROBLEM &SOLUTION
Calorie Count Inaccurate (A30/50, E30/50 only)
If the customer is using console software version 7.019 on an Ascent or Elliptical, the calorie count may
be inaccurate. To resolve the issue, the customer should update to the newest software version.

2| Revision Date: 11/15/2021 | Revised by: EM
When the Calorie formula got updated at version 7.019 on the XR to match the higher Calorie formula on
the XER/XIR, the speed calculation did not get updated. As a result, the Calorie formula on the XR for
Ascents and Ellipticals did not depend on resistance. The issue is resolved with a newer software version.
Console Does Not Save User
If the console does not load user information after the Select User screen, it is not obtaining the user
information from ViaFit. Either there is a problem with the console’s internet connection, or ViaFit is not
working correctly on our end. (Also see section “Wi-Fi Connectivity”.)
1. Log in to viafitness.com and confirm that the machine appears in the Equipment Profile.
2. Verify that the Wi-Fi icon on the console is solid.
3. If the console still does not update user information when using the direction keys following the
Select User screen, power cycle the unit.
4. If the user information still does not load after a power cycle, reset to first boot, and go through
the ViaFit setup process as needed.
5. If the user information is still not loading, return the console for review.
Wi-Fi Connectivity
To quickly test Wi-Fi Connectivity (without performing user setup), follow these steps:
1. Disconnect your wireless device (laptop or smart phone) from its wireless network.
2. Press and hold the Wi-Fi button on your console.
3. Enter your time zone code on the console. (See the “time zone table” on the ViaFit website.)
4. On your device, connect to the network “Matrix XR”. (It may take a minute for the network to appear in
your device’s network list.)
5. Open a web browser on your device and enter http://10.10.100.254/dist/en/setup.html (This is the
ViaFit website. This alternative way of accessing the website will only work if you are successfully
connected to “Matrix XR”.)
6. The Wi-Fi symbol on the console will change from blinking to solid when the connection is successful.
Important: The Wi-Fi symbol may disappear completely, for up to 2 minutes, before turning solid.
Hardware issues may also prevent Wi-Fi from working properly:
- Check to see that the antenna is present in the console. Refurb has seen a few cases of the antenna
missing or not working.
- The Wi-Fi chip may be bad. The chip comes on the UCB, so the UCB must be replaced.

3| Revision Date: 11/15/2021 | Revised by: EM
Green Start Button Does Not Work (R30)
If a workout does not begin when the user presses the Start button on the console, unplug the contact
wires under the seat and then reconnect them.
Workouts Do Not Post to ViaFit
Verify the console is connected to your ViaFit account. Go to www.viafit.com; the console should display
in your Equipment Profile when you log in.
If workouts still do not post, try the following steps:
1. If the machine is in Energy Saver mode, press any key to wake it up. If the machine is off, power
it on.
2. Before advancing past the Select User screen, wait for the WiFi icon to light up and stop blinking.
This can take up to 90 seconds.
3. Once the WiFi icon is solid, press the check mark button on the console to advance past the
Select User screen.
4. The console should display “Updating User Info” before showing your name. If it displays your
name without first showing “Updating User Info”, press the up arrow and then the down arrow on
the console to force it to attempt to connect to ViaFit again. (The “Updating User Info” message
shows when the console is connecting to ViaFit so that it can send the workout information. It
needs to connect to ViaFit before you start the workout in order for workout tracking to work
correctly.)
5. Once the console shows your name after the “Updating User Info” message clears, press the
check mark button to select yourself as the user and then start a workout as normal.
All or Some Keys on the Console Do Not Work
Massage the Keypads
1. Unplug the power cord from the wall outlet.
2. While standing on both side rails, use your fingers or a soft cloth to firmly massage over all keys
in a circular motion.
3. Plug in the power cord and test the console keys. If the issue remains, check the upper board
cable connections as instructed below.
Check Upper Board Cable Connections
1. Unplug the power cord from the wall outlet. Wait three minutes, allowing the lower board to
discharge built-up energy.
2. Remove the screws that hold the console back to the console housing.
3. Verify that the cable connections are properly and securely in place. Secure any loose
connections.

4| Revision Date: 11/15/2021 | Revised by: EM
No Display/Console Does Not Turn On
Power Source
•Verify that the treadmill power cord is securely plugged into the wall outlet.
•Verify that the treadmill power switch is turned on. If the red light on the switch is on, refer to the
console display suggestions below.
Crimped Power Cable
•Unplug treadmill from wall outlet. Wait three minutes, allowing the lower board to discharge built-
up energy.
•Check power cord for pinches or crimps. If the cord is damaged, replace it.
Appropriate Circuit
•Verify that the treadmill is on a 20-amp dedicated circuit. To check this, the customer can go to
the circuit breaker box in their home and turn the breaker with the treadmill off. Then, check to
see if any other electronics turn off as well. Contact an electrician to verify, if necessary.
Tripped Circuit Breaker
•Find the power control box for the outlet and verify that the specified circuit has not been tripped.
If the circuit breaker is tripped, reset the breaker and try the machine again.
Passport Player Does Not Sync with the Console
1. Reset power on the Passport Player and the equipment.
2. Check for a software update.
3. Verify that the player is within 25–30 feet of the equipment.
4. Make sure there is a clear path between the player and the equipment.
Console Shows a Red Safety Button is Pressed (C50)
1. Depress the red safety button that is pressed.
2. Check the assembly steps to ensure the wires are connected and not pinched.
Console Shows Image of Foot on the Control Zone (C50)
1. Check for and remove any items pressing on the control zone.
2. Check the wire connection and ensure the wires are not pinched.
Console Shows Message to Lubricate the Chain (C50)
Lubrication of the chain is required after 1,080 hours of use.
1. Clean and lubricate the drive chain using Mobil 1 synthetic grease.
2. Once complete, dismiss the message by pressing and holding the resistance up and stop buttons
together for 5 seconds.

5| Revision Date: 11/15/2021 | Revised by: EM
Console Shows Foot Blocking the IR Signal (C50)
1. Remove the object blocking the IR transmitter signal.
2. Clean the IR transmitter per the Maintenance section in the owner’s manual.

6| Revision Date: 11/15/2021 | Revised by: EM
FREQUENTLY ASKED QUESTIONS
Does the heart rate strap that comes with the product need to be synced to
Bluetooth?
No, the Polar heart rate chest strap that comes with the console is a 5kHz transmitter.
How do I reset the "Lube Belt" message on my treadmill console?
After you have lubricated the running belt, go to the home screen and then press and hold the Stop and
Speed Up buttons at the same time for 3 to 5 seconds.
How do I reset the message to lubricate the chain on my ClimbMill console?
See Console Shows Message to Lubricate the Chain above.
How do I turn Energy Saver mode on or off?
1. Enter Engineering mode:
oTreadmills: Press and hold Incline Up and Speed Down for 5 to 10 seconds.
oAscent Trainers/ClimbMills/Cycles/Ellipticals: Press and hold Resistance Up and
Resistance Down for 5 to 10 seconds.
2. Press an up-arrow button (on the console screen or the platform) until “Switch Function” appears.
3. Press the check mark button.
4. Press the check mark button until the console displays “Energy Saver Off”.
5. Press an arrow up or down button to show “Energy Saver On”.
6. Press and hold the Stop button to exit Switch Function mode.
7. Press and hold the Stop button to exit Engineering mode.
How do I take the machine out of Energy Saver mode to wake up the console?
Press any button.
How do I update software on my console?
USA: Download the correct software from https://matrixhomefitness.com/pages/support-consoles. Follow
the steps in the document “Manual Software Update” (posted under Software Information) to extract the
software to a USB flash drive. Remove the console’s back cover, plug the USB flash drive into the port on
the UCB, and then follow the prompts on the console.
World: Please contact your local Matrix distributor (http://world.matrixfitness.com/en/home/contact-
us/distributors) for assistance.
How should I clean my console screen?
•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.

7| Revision Date: 11/15/2021 | Revised by: EM
•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.
Where can I learn more about Sprint 8?
Learn more at Sprint8.com.
Where can I learn more about the programs on my machine?
Please refer to your Owner’s Manual for a complete description of the programs available on your
machine.