Matrix T30 User manual

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
No
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)
No
Perform OS Restore
to latest software
version
Replace Console
TSG-SB38
No
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 )
No
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.
No
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
OR
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?
No
No
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
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
No
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
No
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*

11/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
YOUTUBE
App resets when
resi zed o r pe rf orm s
poorly
U se B row se r t o
watch YouTube.
No better solution
e xis ts
Soft wa re ve rsio n
1.5.3.9 removes the
YouTube app due to
performance issues.
PRESSREADER
Press Reader does
not function
Soft wa re ve rsio n
1.5.3.9 removes the
Press Reader a pp
due to
incompatibility.
If your issue persists, Click here.
Additional Information
•Any adjustments made on in-app volume controls will be overridden by the console Master
Volume. (This is the console’s intended behavior.) The user can adjust the volume using the
Master Volume slider that appears when they tap the Settings icon in the upper-right corner.
•All apps are maintained by software. If software updates don’t resolve issues, hardware failure is
indicated.
•The wireless requirements to run entertainment apps are 802.11b/g/n in 2.4 GHz range, minimum
speed 3 Mbps (5 Mbps for streaming in high definition). 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.
•PressReader and YouTube are removed from software version 1.5.3.9 and greater due to
incompatibility with the operating system and poor performance.
•Passport USB Compatibility Service Bulletin
•It is not possible to download/add additional apps to the console.
•At this time, we can’t guarantee that the console’s installed Web Browser will support streaming.
•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.
•The change the default city on the weather map, follow these steps:
1. Access the settings menu by touching the gear icon in the top right corner of the home
screen.
2. Tap “Machine Settings”.
3. Tap “Weather”.
4. Touch and drag the map.
5. Double tap the location you wish to set as the default.

12/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
ERROR CODES (OTHER THAN ECL ERRORS) TOC
0441, Unsupported, Model, IO, Button, Foot, Control Zone, IR
All Frames
“Uns up po rte d
Model Detected”
message.
MAY display ‘0441’
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
An y o ther e rro r
message is displaye d
Upd at e s of tw ar e t o
la tes t ve rs ion.
Restore Factory
Defaults and ensure
the correct Machine
Typ e i s c hose n.
Perform OS Restore
and update to latest
software version
Replace Console
TSG-RB36
Didn’t fi x?
Note the error
displayed in Action
Plan.
Cycle power
I s e rr o r
d egr adi ng
con so le
performance?
P re ss OK & ign o re .
Cycle power if
needed. Many
errors are benign.
No
Yes
Check CC
c onne ct io ns .
Ensure Demo Mode
is off.
Didn’t fi x?
Perform OS Restore
and update to latest
software version
Upd at e s of tw ar e t o
la tes t ve rs ion.
Restore Factory
Defaults and ensure
the correct Machine
Typ e i s c hose n.
LUBRICATE
The console shows a mess age to
lubricate the belt (treadmill only) or
lubricate the chain (ClimbMill only)
Lubrication of the drive
chai ns is req uire d after
1,08 0 hours of use. Cle an
and lubricate the drive
c hai n usi n g Mo bi le 1
synthetic grease.
Once lubrication is
complete, reset the
message: Enter Machine
Set ti ngs , pr ess Har dw ar e,
and scroll to the Lube
Chain reset button.
Wh i ch fr am e t ype ?
Cli mbMill
Lubricate the running belt
after 300 mile s ho urs of use,
or as prompted by the
console. Instructions are
avail ab le in the Trea dmil l
Gui de an d in t he vi de o
Treadmill Maintenance.
Once lubrication is
complete, reset the
m essage : G o to t he h ome
screen and then press and
hold the speed up and
stop buttons for 3 to 5
seconds.
Tr ead mi ll
(Continues on next page.)

13/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
ClimbMill Only
RED SAFETY
BUTTON
The console shows a red s afety
button is pressed
C he ck, an d if ne ce ssar y,
depress the saf ety
buttons. (One button is
locate d at the top of the
handlebars and the
second is on the lower
right side handlebar.)
C he ck t h e as sem bl y st eps
to ensure the wires are
c onne ct ed an d no t
pinched.
FOOT ON
CONTROL ZONE
The console shows an image of a
footon the control zone
Check for and remove any
items pressing on the
con trol zon e.
Check the wire
con nect io n an d ens ure
the wires are not pinched.
FOOT BLOCKING
IR SIGNAL
The console shows an image of a
footblocking the IR sensor
Check for and remove any
o bj ec ts bl oc k in g t he IR
t ran sm it te r sign al .
Clea n the IR transmitter
per the maintenance
sec tion in t he C50 Frame
Ow ne r’s Manual.
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

14/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
SAFETY KEY TOC
Emergency, Stop, E-Stop, Estop, All Stop, Button
Safe ty Key not
fu nct io ni ng pr ope rl y
(TM)
Short all three pins
of GREEN socket on
UCB with large flat-
blade screwdriver.
Did this clea r the
E-Stop error? No Replace Console
TSG-D B1 2
Yes
Replace s witch &
wires
Did not fix? Replace Console
TSG-D B1 3
SAFETY KEY
Safe ty Key s creen on
non-t re adm il l
NON-TREADMILL
Updat e s of twar e to
latest version. Restore
Factory Defaults and
ensure the correct
Mac hi ne Ty pe i s
cho sen.
Didn’t fi x? Replace Console
TSG-D B1 4
Treadmill:
Safe ty Key mess age
appears; key not
removed
Ensure Safety Key is
properly insterted/
at tac he d.
TREADMILL
Upd at e t o lates t
software version.
Short all three pins
of GREEN socket on
UCB. Replace switch
& wires if shorting
pins clears the error.
Replace Safety Key
Ass embly
Cli mbMil l: C hec k, a nd i f
n ece ssar y, de pr es s t he
saf ety bu ttons. (One
button is located at the
top of the handlebars and
the sec ond i s on the lower
right-si de hand le bar . )
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.
•The ClimbMill has two safety buttons: One button is located at the top of the handlebars and the
second is on the lower right-side handlebar.

15/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
PHYSICAL KEYPADS &BUTTONS TOC
Press, Touch, Key
Some or all buttons
don’t respond
Replace Console
TSG-EB42
BUTTONS
Tr oub le sho oti ng
TBD
If your issue persists, Click here.
Additional Information

16/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
ERP(SLEEP MODE) TOC
Wake, Energy Saver, Light, Reboot, Power Down, Airplane Mode
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
vers ion.
Disable ErP
Ensure ErP is
activated in Machine
Settings.
Console wakes from
ErP without
operation
WAKES OFTEN
Ensure software is
updated to latest
vers ion.
Disable ErP
Is green LED
behind “Energy
Saver” below
screen on?
No
Likely not an ErP
failure. Consider
Power, Display, or
Touch Response
fai lure s.
Yes Still appears to be in ErP?
Console displays IO update message
and Software Install screen while the
console is in ErP
IO UPDATE
Short-term s olution 1:
Use the power switch on the
frame to cycle pow er.
See image and notes below.
Th e R&D team is aware of this
issue and is working on a long-
term solution.
Energy sa ver light remains on after
the console wakes up
LIGHT STAYS ON
This is related to the “IO Update”
case above. T he R&D t eam is
aware of this issue and is
working on a long-term solution.
A window prompts the user to
power down or activate Airplane Mode.
If the user taps power down, “Shutting
down” displays, but a loading circle loops
indefinitely, and the console does not
shut down.
POWER DOWN
This is related to the “IO Update”
case above. T he R&D t eam is
aware of this issue and is
working on a long-term solution.
Short-term s olution 2:
If the issue persists, download
the console software from the
Matrix website to a USB flash
drive. Use t he “Update from
USB” option to reinstall the
console software.
If your issue persists, Click here.

17/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
Additional Information
•To wake up the machine from energy saver mode, press any button (note that you cannot use the
touchscreen).
•Turning on energy saver mode will turn off the demo looping videos that play when the machine
is idle. Follow these steps to turn energy saver mode on:
1. Access the settings menu by touching the gear icon in the top right corner of the home
screen.
2. Tap “Machine Settings” from the settings menu.
3. Tap “Hardware”.
4. Check the box next to “Energy Saver” to enable energy saver mode.
•An IO update message and subsequent Software Install screen (shown below) may occur while
the console is in energy saver mode. This issue is more likely to occur if a USB device is left
plugged into the console overnight, or if the option “Notify me” (in Machine Settings > Update) is
enabled.
The R&D team is aware of this issue and is working on a long-term solution. In the short term,
resolve the issue by using the power switch on the frame to cycle power. If the issue persists,
download the console software from the Matrix website to a USB flash drive. Use the “Update
from USB” option to reinstall the console software. (Prior to the reinstallation, the console will
likely show the IO version as 0.000.)
If the user presses the REBOOT button on the screen above, they may report the following
symptoms. Perform a hard power cycle (using the power switch on the frame) to resolve these
issues:
oThe console loads as normal, but the energy saver light remains on. If the user presses
any key, an Android window displays; the window prompts the user to power down or
activate Airplane Mode.
oIf the user taps power down on the prompt, the screen displays "Shutting down...", but
the loading circle underneath the message continues to loop indefinitely. The console
does not shut down.

18/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
INTERNET CONNECTION &WI-FITOC
Signal, Network, Slow
Console can ’t
c onne ct t o Wi -Fi
NO CONNECTION
Upd at e s of twar e t o
la tes t ve rs io n.
Restore Factory
Defaults and ensure
the co rrect Machine
Typ e i s c ho se n.
If ad vis ed,
replace Console
TSG-JB32
Wa it 5 mi nu t es.
At te mpt connecti on
t o ne tw ork aga in .
If router is dual-
band, set one SSID
to 2.4GHz and
at tempt connecti on
to that ne twork.
(See dual -band
router notes below.)
Didn’t fi x?
Record error logs to
USB drive in
Engineering
Menu>Errors;
r ec ord ma ke /mo del
of router.
Try connecting to a
cell phone hotspot/
Jetpack. (Not a
cust omer -provided
netwo rk)
Console does not display
t he co nne ct ed Wi -Fi icon
NO WI-FI ICON
The console may not display
t he co nne ct ed Wi -Fi icon
even if a connection exists.
Open the Netflix app to
ver if y co nnec tio n stat us—
see icon notes bel ow.
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
•Dual-band routers: Some dual-band routers will incorrectly apply their "band steering" feature to
the console and try to force it to use the 5 GHz band, but the console is only compatible with 2.4
GHz. The customer can try disabling band steering on the router (see the router Owner’s Manual)
or giving each band its own unique SSID (e.g. "Home-5G" for 5 GHz and "Home-2G" for 2.4
GHz), then setting up the connection on the console with the 2.4 GHz band.
•Icons indicating connectivity (see icon list on page 3): 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.
oA user can open the Netflix app to verify if the Wi-Fi is disconnected. Netflix will display
an error that begins, “We are unable to detect an internet connection”.
oIf the Wi-Fi icon is crossed out even when the console is connected, update console
software to version 1.5.3.9.
•ViaFit xIDs with a leading zero (i.e. 0008675309) have been known to not work correctly.
Reference Console Information – ViaFit User Guide.

19/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
BLUETOOTH TOC
Bluetooth, Signal, Pair
Blu et oot h devi ce
won’t connect
WON’T CONNECT
Ensure device is on,
ope n, an d
discoverable
Didn’t fi x?
Ensure device isn’t
al re ady pai re d wi th
something e lse
Didn’t fi x?
Xir only:
Replace Bluetooth
m odul e.
Updated part is
1000351780
Didn’t fi x? Replace Console
TSG-NB27
X er o r Xi r? Xir
Xer
Xer consoles only
c onne ct t o He ar t
Rate Mo nitors &
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 is a 5kHz transmitter and therefore
does not pair with Bluetooth.

20/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
ENTERTAINMENT/AUDIO TOC
Static, Whine, Quiet, Sound, Headphones, Speakers, Volume
Static hiss in
headphones or
speakers
STATIC
Replace Console
TSG-K B2 8
High-p it ch whi ne i n
headphones or
speakers
WHINING
Replace Console
TSG-K B2 9
No au di o fr om
headphones
NO AUDIO
Verify source i s
producing audio &
vol um e no t mut ed
Replace hea dphone
board U na bl e Replace Console
TSG-K B3 0
This is a known
manufacturing issue.
This is a known
manufacturing issue.
The in-ap p v ol um e
changes on its own
after a user sets it
VOLUME
CHANGING
The intended behavior is
for the console to
fr eq ue ntly re set i n-app
volume to the maximum
level, s o that volume is
consistent across apps
Users should adjust the
vol ume us in g t he Mast er
Volume slider that
ap pe ars w he n th ey t ap
the Set ti ngs ic on in the
upper-right corner
If your issue persists, Click here.
Additional Information
•Any adjustments made on in-app volume controls will be overridden by the console Master
Volume. (This is the console’s intended behavior.) The user can adjust the volume using the
Master Volume slider that appears when they tap the Settings icon in the upper-right corner.
•Only applicable to wired headphones.
•Also refer to Audio | Speakers guide (Old reference, nothing better is known).