Matrix T30 Troubleshooting Manual
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Matrix T30 Troubleshooting Manual

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Prepared by:
J.Sleppy
P
URPOSE
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
proceeding further.
T
C
ABLE OF
ONTENTS
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
1/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM
Troubleshooting Guide:
2016-2019 Xer & Xir Console Troubleshooting Guide
Date Prepared:
4/19/19
General Troubleshooting
(T
C)
O
Models Affected:
2016-2019 UREACT Xer & Xir
consoles
(CTM698, CTM699)
and
Using this Guide
sections before
Matrix Xer & Xir Console

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Summary of Contents for Matrix T30

  • Page 1 (CTM698, CTM699) URPOSE 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.

  • Page 2: General Troubleshooting

    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.
  • Page 3 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 additional troubleshooting. 3/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 4 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. • 4/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...

  • Page 5: Power Issues

    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. 5/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 6 Service Mode Button Combinations: ACERU: Resistance up & Resistance down • • T: Speed up & Speed down OR Incline up & Speed down 6/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 7 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. 7/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...

  • Page 8: Touch Response

    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. 8/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 9 Reference the Owner’s Manual for a complete description of available programs. • More information about Sprint8 is available at Sprint8.com. • 9/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 10 – use does not already exist. screen. workaround. For XIR only *Continued on next page* 10/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 11 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. 11/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 12 Perform OS Restore Note the error Replace Console and update to latest Didn’t fix? displayed in Action TSG-RB36 software version Plan. (Continues on next page.) 12/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 13 0x04 0x0E 0xC1 0x06 0x0E 0xC1 0x0B TF30 0x0E 0xC2 0x0C TF50 0x0E 0xC3 0x0C 0x12 0xC3 0x0C 0x12 T75-02 0xC3 0x12 0x15 13/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 14 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. 14/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 15 EYPADS BUTTONS Press, Touch, Key Some or all buttons Troubleshooting Replace Console don’t respond TSG-EB42 If your issue persists, Click here. Additional Information 15/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 16 The R&D team is aware of this Use the power switch on the and Software Install screen while the Matrix website to a USB flash issue and is working on a long- frame to cycle power. console is in ErP drive.
  • Page 17 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.)
  • Page 18 ViaFit xIDs with a leading zero (i.e. 0008675309) have been known to not work correctly. • Reference Console Information – ViaFit User Guide. 18/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 19 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. 19/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 20 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). • 20/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...

  • Page 21: Heart Rate

    (HURESAC). These references are written regarding Commercial equipment; Some details may be different with Xer & Xir consoles, but no better references exist. 21/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 22 & 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. 22/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...
  • Page 23 You may need to involve R&D & QA. This document may need to be revised. Do you have suggestions/ideas about this document? Email contentmanagement@johnsonfit.com or jake.sleppy@johnsonfit.com. 23/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console...

  • Page 24: Change Log

    E.McWilliams Added ClimbMill-specific troubleshooting to “Errors” and “Safety Key” topics. 11/15/21 E.McWilliams Added hyperlink to the Matrix Home Fitness Support page (for software updates). 12/28/21 E.McWilliams Added new cases “IO Update”, “Light Stays On”, and “Power Down” to the “ErP (Sleep mode)” topic.

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