Matrix XER-02 Troubleshooting Manual

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Manual (14 pages)

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XER-02, XIR-02 & XUR C

ONSOLES

CTM751/CTM1026, CTM752/CTM1027 &

CTM753/CTM1028

ROUBLESHOOTING

UIDE

3/11/2021

SSUED

– TCMT

OHNSON

EALTH

ECH

V15.3 – U

9/27/2024

PDATED

Table of Contents

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Summary of Contents for Matrix XER-02

Page 1 XER-02, XIR-02 & XUR C ONSOLES CTM751/CTM1026, CTM752/CTM1027 & CTM753/CTM1028 ROUBLESHOOTING UIDE 3/11/2021 SSUED – TCMT OHNSON EALTH V15.3 – U 9/27/2024 PDATED...
Page 2 ONSOLE CREEN PIN ........................ 26 LECTRONIC AFETY FIT F ..........................27 EATURES Leaderboard ......................... 27 Music ........................... 28 Closed Captions & Translations .................... 29 SmartAdjust™ ........................29 ActivePulse™ ........................30 SERVICE AND SPECIAL FUNCTIONS ..................31 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 3 XCHANGE OARD USB B ..........................47 OARD ........................49 LUETOOTH OARD ........................50 LECTRICAL IAGRAMS XER-02 ..........................50 XIR-02 ..........................53 XUR ............................56 TROUBLESHOOTING ......................59 ......................59 ENERAL ROUBLESHOOTING & USB ......................60 OFTWARE PDATES XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 4 Back Cover ........................... 89 Console Rack ........................90 Bluetooth Board ........................90 Exchange Board ........................91 TFT Module .......................... 92 USB Control Board ....................... 94 Speaker ..........................95 Decorate Cover ........................96 CHANGE LOG ......................... 97 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 5 Master Error Code List (NB-1903010) Note: For JHTNA, the documents above are also available in Online Remedy. Additionally, the Matrix Fitness YouTube channel contains support videos for the Matrix touchscreen consoles. See the playlist “Matrix for the Home: Assembly, Service, & Maintenance”.
Page 6: Serial Number Location
INTRODUCTION Table of Contents Serial Number Location The serial number sticker is located on the back of the console. The frame serial number sticker is located on the front of the base frame. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 7: Serial Number Breakdown
Serial Number Breakdown The XER-02, XIR-02, and XUR consoles launched in winter 2020. Each model has a capacitive touchscreen. The XER-02 console has a 10” screen, the XIR-02 has a 16” screen, and the XUR console has a 22” screen.
Page 8 Trainer A50-04 EP727 Full Power Available ClimbMill C50-02 CS38 Full Power Available The frames below are compatible with the XER-02 and XIR-02 consoles: Frame Model Name Serial Number Prefix Power Output Notes TM729 Limited Power – Front USB Only TF30 TM693 Limited Power –...
Page 9: Console Service
ESD mats. Please see the link below for an example of suitable ESD equipment for these tasks. https://www.amazon.com/iFixit-145202-4-Portable-Anti-Static- Mat/dp/B01BLPBOS4/ref=sr_1_8?dchild=1&keywords=ESD+Mat&qid=1600353374&sr=8-8 Acronyms The acronym list below details common terms used in Matrix troubleshooting guides. Some terms may not apply to non-commercial consoles. Acronym Stands for...
Page 10 Identification tags attached to objects (touchless login for xID) LVDS Low-voltage is a technical standard that specifies electrical characteristics of a Differential Signal differential, serial signaling standard. LVDS operates at low power XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 11 Universal Serial Bus an external serial bus interface standard for connecting peripheral devices to a computer, as in a USB port or USB cable. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 12: Update Center
6/5/2023 – There is a known software issue with version 1.6.0.14. The error message “Error occurred 04B0 UcbNoCommunicationResponseLCB” briefly appears on the Matrix splash screen, which shows when the console is reset or when a user switches between User profiles. If the...
Page 13: Software History
Colors of warm-up phase bar in Sprint 8 workout setup do not match the color key o Serial numbers do not clear after factory reset o Clicking up and down arrows during Constant Watts causes the app to go to Full Screen unexpectedly o WeChat login problem XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 14 Adds a marker file that locks a console into its current state of iFIT availability o Fixes issues with IQIYI crashing and the treadmill continuing to run; updates the Netflix app and web browser o Updates how workout data is sent to Matrix servers XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 15 The easiest way to remove the old housing is to push in the release latch on the console connector while pulling of the housing from the end of the connector with pliers. Board with housing (Correct) Board with housing removed (Incorrect) Keypad connector wearing the removed housing Incorrect XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 16: Console Description
Note: There is a thin protective sheet of clear plastic on the overlay of the console that should be removed before use. XUR, XER-02, and XIR-02 consoles have a fully integrated touch screen display. All information required for workouts is explained on screen. Exploration of the interface is highly encouraged.
Page 17: Before You Begin
Enter your information in the form fields. • Review your information and select the “I accept the terms and conditions” box to review the Terms and Conditions. Select “Accept”. • Select “Submit” to complete your account setup. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 18 To create an xID, enter your information in the form fields. • • Review your information and select the “I accept the terms and conditions” box to review the Terms and Conditions. Select “Accept”. • Select “Submit” to complete your account setup. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 19: Getting Started
Stand on the side rails of the treadmill. • Attach the safety key clip to part of your clothing making sure that it is secure and will not become detached during operation. • Insert the safety key into the safety keyhole. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 20: Workout Setup
When your workout is complete, your workout information will continue to display on the console for 2 minutes and then is automatically saved to ViaFit (North America)/ViewFit (global) if xID Terms and Conditions were accepted and you are logged in. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 21: Home Screen
Cool down lasts for five minutes while reducing the workout intensity, allowing your body to recover from your workout. Touch to lock the screen. Touch it again to unlock the screen and allow screen touches. • XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 22: Apps And Entertainment
Consult the MXR20 Cardio Consoles owner’s manual for a full list of the apps that are available on the console. User Connectivity Features Note: XER-02, XIR-02, and XUR consoles are not intended to be compatible with Passport Media Player or Passport Player 2.0. Bluetooth The console can connect via Bluetooth to one device per category: •...
Page 23: Audio In/Out
All consoles use Bluetooth for heart rate. Most Bluetooth devices must be manually paired to the console on first use. ANT+ and 5kHz telemetric devices are not compatible with XER-02, XIR-02, and XUR consoles. Using the Heart Rate Function The heart rate function on this product is not a medical device. While heart rate grips can provide a relative estimation of your actual heart rate, they should not be relied on when accurate readings are necessary.
Page 24 0.6 MPH / 1.0 KPH every 10 seconds until the minimum speed is reached while incline will remain unchanged. • The program ends if the user’s heart rate exceeds the max heart rate for 5 seconds. ASCENT/ELLIPTICAL/BIKE/CLIMBMILL Target Heart Rate – Resistance XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 25 Spray a soft, lint-free, dry cloth with the screen cleaner and gently wipe the console. Monitor wipes can also be used. 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. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 26 PIN is entered. For treadmills and ClimbMills, the pin is also a safety advantage as it prevents unintended stair movement or belt starts. The feature defaults to Disabled. To enable a PIN, enter the settings menu and select the “Safety PIN” option. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 27 If desired, you can select the Hide Modified filter to exclude those riders from the Leaderboard display. To hide the Leaderboard, swipe your finger to the side, and the board will disappear into the right side of the screen. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 28 To change the volume of the music station, tap the “Volume Mixer” tab that appears to the right of the “Music” tab, then slide the musical note along the Volume bar until you reach your desired volume. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 29 Follow these steps to turn closed captioning on and off during an iFIT workout: 1. Start an iFIT workout on your Matrix equipment, then tap the touchscreen. 2. In the bottom left corner, toggle “Closed Captions” on or off.
Page 30 In your settings, you can adjust your max heart rate and resting heart rate, or you can take an iFIT max heart rate test. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 31: Service And Special Functions
1. Press and hold the banner at the top center of the screen for 5-7 seconds. 2. Press “Machine Settings” and then type 3001 on the keypad. Press the check mark button. 3. Press “General”. 4. Press “Restore Defaults”. 5. Set up the console as though it is brand new. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 32 Press the gear icon in the top right corner of the screen to access Device Pairing, Wi-Fi Setup, or Machine Settings. The Machine Settings menu can be used to adjust many different aspects of console operation. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 33 From the Welcome Screen, press and hold the banner at the top center of the screen for 5-7 seconds until the Product Dashboard displays. Note: You can access the Product Dashboard from the safety key screen by simultaneously pressing and holding the top right and bottom right corners of the screen for 3-5 seconds. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 34: Service Mode
From the Welcome Screen, press and hold the banner at the top center of the screen for 5-7 seconds until the Product Dashboard displays. Press “Machine Settings” and then type 3001 on the keypad that appears on the screen. Press the check mark button on the keypad. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 35: Internet Setup
Consoles can be used without an internet connection, but to get the best use of the included features and receive important software updates, Matrix recommends connecting the console to the internet. Internet connections are typically established during initial console setup, but if the network changes or the console becomes disconnected, it can be reconnected.
Page 36 Table of Contents Preparing a USB Drive To prepare a USB drive for use with Matrix equipment, you must first “format” it. This operation configures the drive filesystem and clears all data, ensuring there is adequate space for console files.
Page 37: Software Updates
General button. Internet/RSCU update Matrix cardio equipment can communicate with a central server known as “Remote Software Console Update”, or RSCU. When properly configured, consoles can download software from this server to update. You can set up the console to automatically check for updates daily, or check for updates on command, when needed.
Page 38: Usb Update
The console will update all software packages available. The console may reboot multiple times while installing updates – power cycling manually during this time should be avoided. When the updates are complete, the console will return to the home screen. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 39: Weather Map
Run Machine mode is used to test the product during the manufacturing process. When Run Machine mode is initiated on the frame, the console will start the frame as though it is in a manual workout with XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 40 To manage available apps: 1. Press and hold the banner at the top center of the screen for 5-7 seconds. 2. Press “Machine Settings” and then type 3001 on the keypad. Press the check mark button. 3. Press “Applications”. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 41 Wi-Fi signal strength is also visible on the Product Dashboard. The following signal strength levels are expected: Excellent if signal is 0dBm to -35dBm Good if signal is -36dBm to -55dBm Okay if signal is -56dBm to -70dBm Poor if signal is -71dBm to -200dBm XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 42 Console Recovery On the UCB, there is a button marked “Recovery”. Important: Do not press this button unless directed to by a Matrix Customer Tech Support representative. Screenshot & Log File Collection Screenshots and log files can be used in some situations to troubleshoot or verify faults.
Page 43 If the console is not connected to the internet, check the console software version. “- COCO” will show at the end of the version to indicate that the file is in place. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 44: Assembly Information
See notes in the table below. Touch Input Board HDMI Transfer Board (XIR-02/XUR only) 42W Power Heart Rate – R Heart Rate – L Safety Key HDMI (only used on XIR-02 and XUR) Battery Panel USB Wireless Extend Panel USB Power XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 45 Dual LVDS Display (only used on XUR) Headphone HDMI Out Mic + Line_In Wireless Charge Bluetooth Audio AA USB 3.0 Bluetooth Audio USB-UART I2C Key 1 M Wireless HR Type-C AD I2C Key 2 EDP Display Quick Key Capacitive Touch Panel I2C_CTP XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 46 ASSEMBLY INFORMATION Table of Contents Exchange Board All consoles use the same exchange board. Power Safe Key XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 47: Usb Board
ASSEMBLY INFORMATION Table of Contents USB Board XUR and XIR-02 consoles use two USB boards (named Board A and Board B below). XER-02 consoles only use Board A. Board A – Front USB Port (All consoles) Headphone Audio Panel USB...
Page 48 ASSEMBLY INFORMATION Table of Contents Board B – Back USB Port (XIR-02/XUR only) Ground Wire USB Host XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 49: Bluetooth Board
ASSEMBLY INFORMATION Table of Contents Bluetooth Board All consoles use the same Bluetooth board. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 50: Electrical Diagrams
ASSEMBLY INFORMATION Table of Contents Electrical Diagrams XER-02 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 51 ASSEMBLY INFORMATION Table of Contents Part Location Description ① 1000223368 Speaker;Boxed;3W/8Ω;350mm;;JST:XAP-02V-1 ② 1000450106 Exchanged Board;;;;;;Parker;USB；GR06-USB ③ 1000456816 TFT Module;;;;;;XER-02;10.1Inch;Capacita ④ 1000450112 Exchanged Board;;;HAPE;;;Parker; ⑤ 1000438628 Wire;;;;;RF-¢1.13;230mm;IPEX CONNECTOR+P ⑥ 1000450196 Earphone Wire;;;;;2464AWG;550mm;TKPH25J2 ⑦ USB Wire;;;;;24AWG;400mm;TKPH25J2-05+XHS 1000450161 ⑧ 1000450163 USB Wire;;;;;24AWG;400mm;TKP,H25J2-05+XH ⑨...
Page 52 ASSEMBLY INFORMATION Table of Contents ⑫ 1000450167 Power Wire;;;;;22AWG;300;TKP,H6630R1-1x5 ⑬ 1000450171 Pulse Connect Wire;;;;;24AWG;300;XHS2.5- ⑭ 1000450172 VF Wire;;;;;24AWG;550;CWB:PH2.0-4Y+PH2.0 ⑮ 1000448775 Ferrite Choke;Snap-Together;;;Lian Cih;F ⑯ 005812-00 Cable Tie;;KSS CV-200MB;200L;;Black; ⑰ 1000415001 Ground Wire;;;;;1015 14AWG;150;Φ3+Φ5; XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 53 ASSEMBLY INFORMATION Table of Contents XIR-02 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 54 1000450161 USB Wire;;;;;24AWG;400mm;TKPH25J2-05+XHS ⑦ ⑧ 1000450163 USB Wire;;;;;24AWG;400mm;TKP,H25J2-05+XH ⑨ 1000354261 FFC WIRE;;;;;;30mm;6PIN 1.0 pitch; ⑩ 1000450164 Switch Wire;;;;;24AWG;400;TKP,H25J2-03+X ⑪ 1000450165 Digital COMM Wire;;;;;24AWG;350;Molex 70 ⑫ 1000450167 Power Wire;;;;;22AWG;300;TKP,H6630R1-1x5 ⑬ 1000450171 Pulse Connect Wire;;;;;24AWG;300;XHS2.5- ⑭ 1000450172 VF Wire;;;;;24AWG;550;CWB:PH2.0-4Y+PH2.0 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 55 005812-00 Cable Tie;;KSS CV-200MB;200L;;Black; ⑰ 1000415001 Ground Wire;;;;;1015 14AWG;150;Φ3+Φ5; ⑱ 1000450105 Receiver PCB;;;;;;Parker;HDMI 1in1 ⑲ 1000228009 Control Board;USB;;HAPA;SOO1215;;;180 ⑳ 1000450174 USB Wire;;;;;24AWG;300;XHS-4Y+XHS2.5-6Yr 1000452303 Extensionend Wire;;;;;;300L;HDMI TYPE A ㉑ 064790-A GND;;;Yellow/Green1;;16AWG;200mm;250T 90 ㉒㉓ 1000452314 Transfer head;;HDMI 19P A/F x2;;HDMI XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 56 ASSEMBLY INFORMATION Table of Contents XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 57 ⑦ 1000450161 USB Wire;;;;;24AWG;400mm;TKPH25J2-05+XHS ⑧ 1000450163 USB Wire;;;;;24AWG;400mm;TKP,H25J2-05+XH ⑨ 1000451018 FFC WIRE;;;;;1.0 pitch;75mm;6PIN; 1000450164 Switch Wire;;;;;24AWG;400;TKP,H25J2-03+X ⑩ ⑪ 1000450165 Digital COMM Wire;;;;;24AWG;350;Molex 70 ⑫ 1000450167 Power Wire;;;;;22AWG;300;TKP,H6630R1-1x5 1000450171 Pulse Connect Wire;;;;;24AWG;300;XHS2.5- ⑬ ⑭ 1000450172 VF Wire;;;;;24AWG;550;CWB:PH2.0-4Y+PH2.0 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 58 ⑯ 005812-00 Cable Tie;;KSS CV-200MB;200L;;Black; ⑰ 1000226831 GND;;;Yellow/Green1;;14AWG;200;Φ5.0 OTX2 ⑱ 1000450105 Receiver PCB;;;;;;Parker;HDMI 1in1 ⑲ 1000228009 Control Board;USB;;HAPA;SOO1215;;;180 ⑳ 1000450174 USB Wire;;;;;24AWG;300;XHS-4Y+XHS2.5-6Yr 1000450175 Extensionend Wire;;;;;;350;HDMI A TYPE M ㉑ 064790-A GND;;;Yellow/Green1;;16AWG;200mm;250T 90 ㉒㉓ 1000451017 Speaker;Boxed;5W/8Ω;500mm;;JST:XAP-02V-1 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 59: 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. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 60 No updates found via the current software on properly connected to into the console (enter instead of updating “Check for Updates” the Matrix website. the internet. Service Mode, and then tap over WiFi. See note below. the General button). Verify that the USB...
Page 61 • If an XER-02 (TM751) or XIR-02 (TM752) console is installed on a 30 series frame or a legacy (produced before 2020) 50 series frame, front USB port charging may be limited (some devices may indicate “Slow charging” or not charge at all) and the rear USB port is disabled. 2020+ 50 series frames have a Frame DC Power Board, so the USB ports are fully supported.
Page 62: Power Issues
LEDs, bad 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. For additional information on USB charging, see Software Updates & USB topic. • XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 63 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. Be mindful that Touchscreen failures may be reported as freezing. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 64: Display Issues
Replace console colors are distorted Remove both connectors Cable Didn’t fix & re-seat (carefully) Additional Information If possible, check that both ends of the LVDS and backlight cables are secure in their sockets and • undamaged. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 65 Spraying cleaner directly on the screen is not recommended. Spray cleaner on a cloth and wipe • the screen with it. • The TFT-LCD part does not control touch response—it is strictly a display. The ‘touch input’ part is permanently affixed to the front plastic shell of the console. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 66 If this occurs, follow the steps in the flowchart to exit the profile screen and then update the console software to version 1.2.2.4 (or the most current version). To further troubleshoot an issue with an xID, see the ViaFit/ViewFit topic. • XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 67 If the customer is logged in as an online or offline user, the Recent Workouts tile will display. (It will not show if the customer uses the Guest profile.) From the Recent Workouts tile, the user XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 68 365 days, review basic workout information, and even repeat past workouts. • The ViaFit Troubleshooting Guide is available on the console product page in Online Remedy—it provides in-depth troubleshooting for issues that are not resolved through the general steps above. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 69 For XIR-02/XUR consoles, the best option would be to use the HDMI input with either a digital media player with the streaming app, or to mirror from a device that does support the streaming app. • Web apps XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 70 If a customer wishes to stream Hulu content on an XIR-02 or XUR console, they may consider using the HDMI port to mirror their phone or tablet. (Note: This feature is not available on XER-02 consoles.) o Customers may also consider using the Pluto TV app for content streaming. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 71 The iFIT app is only available on consoles in North America. The console uses geolocation to confirm the equipment’s location. • The iFIT app is not included on the XER-02, XIR-02, or XUR consoles sold by Costco. If the iFIT app is missing after restoring factory default settings OR after updating the console to •...
Page 72 All workouts are expected to 24 hours, see the “ViaFit/ ViaFit/ViewFit sync within 24 hours. ViewFit Issues” topic. Check internet speed. Matrix Visit status.ifit.io to check the and iFIT recommend a iFIT workouts are choppy, pixelated, or status of the iFIT Workout app.
Page 73 The iFIT app is only available on consoles in North America. The console uses geolocation to confirm the equipment’s location. Using a VPN or other network irregularity may inhibit service. Additionally, the iFIT app is not included on the XER-02, XIR-02, or XUR consoles sold by Costco. •...
Page 74 TROUBLESHOOTING Table of Contents XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 75 To play audio from an iPhone over the console speakers, connect the phone to the console using an auxiliary cable. o To play video from an iPhone, mirror the phone using the HDMI app and an Apple- certified adapter. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 76 The Netflix app’s “Download & Go” feature (shown by this symbol: ) is not compatible with • Matrix consoles. If content is downloaded instead of streamed, the user may experience reduced video playback performance (reduced video quality, fast-paced scenes showing unnatural movement, buffering). Matrix recommends always streaming Netflix video rather than downloading to the console.
Page 77 TROUBLESHOOTING Table of Contents button to exit full screen, and then press the button again to expand to full screen. The technology team is also developing a long-term solution XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 78 Cycle power if needed. version performance? Many errors are benign. Note the error displayed in the case notes. Include any other details Replace TFT Module available. (includes UCB) Retrieve log files for R&D, if available XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 79 There is a known software issue with version 1.6.0.14. The error message “Error occurred 04B0 • UcbNoCommunicationResponseLCB” briefly appears on the Matrix splash screen, which shows when the console is reset or when a user switches between User profiles. If the console...
Page 80 If the machine is in Energy Saver mode, the console will boot up approximately 30 seconds after activation. o If the machine is in Sleep mode (new feature from software version 1.6.0.14), the console will boot up approximately 5 seconds after activation. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 81: Internet Connection Issues
Wi-Fi again even when the correct password is entered. If the user changes to another Wi-Fi network or hotspot, the console still may not be able to connect. Update software to version 1.6.0.14 or the most current version to fix this issue. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 82 • Unlike the legacy XER and XIR(-01) consoles, the XER-02, XIR-02, and XUR consoles do not allow for a media player to connect over Bluetooth. However, Android and Windows devices can connect as media players via USB and play content through the My Media app (see Audio/Video).
Page 83 Bluetooth device. Additional Information: Compatibility Notes: Matrix Retail touchscreen consoles are designed to pair with the most • popular headphone brands. The following Bluetooth headphones have been tested by a third party and are known to work with XER-02, XIR-02, and XUR consoles: o If a device that is not listed above fails to connect, try to connect a known compatible device.
Page 84 (Android devices do not present this issue.) o Some data does not sync between Kinomap and the console. If this issue occurs, a workaround is available: Downgrade the console software, and then update to software version 1.3.0.12 again. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 85 The HDMI input supports up to HDMI version 1.4b and HDCP version 1.4. • XER-02, XIR-02, and XUR consoles are not intended to be compatible with Passport Media Player or Passport Player 2.0. For additional information on Bluetooth audio issues, refer to Bluetooth Headphone Issues.
Page 86: Heart Rate Issues
Additional Information • Wireless heart rate function is only available through Bluetooth. ANT+ and 5kHz telemetric devices are not compatible with XER-02, XIR-02, and XUR consoles. Confirm that the device is Bluetooth-compatible and paired to the console. • Cold or dry hands can cause heart rate to read wrong or not at all. Warm and moisten hands.
Page 87: Other Issues
In your case notes, record as much detail as possible about the problem, any attempts to resolve it, and what eventually succeeded in resolving the failure. Please let us know of any procedure that solved an issue that is not documented in this guide at contentmanagement@johnsonfit.com. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 88 Please see the link below for an example of suitable ESD equipment for these tasks. https://www.amazon.com/iFixit-145202-4-Portable-Anti-Static- Mat/dp/B01BLPBOS4/ref=sr_1_8?dchild=1&keywords=ESD+Mat&qid=1600353374&sr=8-8 If no ESD protection is available, refrain from touching the circuit boards as much as possible when checking connections. Figure 1 Figure 2 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 89: Back Cover
Lift the back cover gently off of the console. Step three varies by model. XER-02 consoles: The back cover can now be removed. XIR-02 and XUR consoles: Unplug the USB wire, the ground wire, and the HDMI wire that are connected to the back cover.
Page 90 PARTS REPLACEMENT & INFORMATION Table of Contents Console Rack Remove the back cover as outlined. Remove six (XER-02/XUR) or eight (XIR-02) screws that hold the console rack to the cover. XER-02 XIR-02 Remove the console rack. Reverse the steps to install a new console rack.
Page 91 6. Reverse the steps to install a new board. Exchange Board Remove the back cover and the console rack as outlined. Remove the tape that secures the FFC wire to the boards. XER-02 – Before XER-02 – After XIR-02 – Before XIR-02 – After...
Page 92 Remove any other wires that connect to the exchange board. Remove the two screws that hold the exchange board to the console. (The XER-02 console is shown in the photo below; the location of the board is the same on XIR-02 and XUR consoles.) Remove the exchange board.
Page 93 PARTS REPLACEMENT & INFORMATION Table of Contents Remove the four (XER-02), eight (XIR-02), or twelve (XUR) screws that mount the TFT module to the front cover. XER-02 XIR-02 Remove the TFT module. Reverse the steps to install a new TFT module.
Page 94 Remove the USB control board. Reverse the steps to install a new USB control board. Board B Open the back cover as outlined. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 95 Remove the USB control board. Reverse steps to install a new USB control board. Speaker Remove the back cover and the console rack as outlined. Unplug the speaker from the TFT module. Cut any zip ties as needed. XER-02 XIR-02 XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 96 Remove the speakers as outlined. Remove six screws that hold the decorate cover to the console. (The XUR console is shown in the photo below.) Remove the decorate cover. Reverse the steps to install a new decorate cover. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 97: Change Log
Issues”, “iFIT Issues”, “Bluetooth Issues”, and “Entertainment/Audio Issues”. Updated throughout to reflect new software version 1.2.2.4. Added a note regarding 6/10/2021 Emilie McWilliams mirroring to “Entertainment/Audio Issues” troubleshooting. 7/14/2021 Added updates from software version 1.2.2.6, Emilie McWilliams XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 98 NB-2202001 to the Update Center and to 11.1 2/7/2022 Emilie McWilliams the troubleshooting topics “Software Updates & USB” and “First-Time Setup”. Assembly Issues: Added info about the 6/8/2022 keypad connector housing. Regina Templeton Update Center: Added “Netflix Login Issue” XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 99 Added case “Blank White Web Page” to the 7/16/2024 troubleshooting section “General App & Emilie McWilliams Program Issues”. Fixed the “Prepare a USB drive” link on page 15.1 8/5/2024 Emilie McWilliams 15.2 9/11/2024 Added notes regarding the Hulu app and iFIT Emilie McWilliams XER-02/XIR-02/XUR Consoles Troubleshooting Guide...
Page 100 Update Center. Added version 1.7.1.10 release notes to Software History. Updated the troubleshooting section “Hulu Issues”. Added a known issue with iFIT and updating 15.3 9/27/2024 to software version 1.7 via USB flash drive to Emilie McWilliams the Update Center. XER-02/XIR-02/XUR Consoles Troubleshooting Guide...

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Xir-02 Xur Ctm751 Ctm1026 Ctm752 Ctm1027 ... Show all