Prepared by: J.Sleppy
Troubleshooting Guide: 2016-2019 7xe & 7xi (Android) Console Troubleshooting Guide
Date Prepared: 9/3/2019
Models Affected: >2016 THURESAC 7xe & 7xi consoles (TM527, EP620, TM528, EP621)
PURPOSE
Use this document to troubleshoot Matrix 7xe & 7xi 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 7xe/7xi 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. Software Updates & USB 2. Power Issues 3. Freezing/Stalling 4. Displays 5. Touch Response 6. Workouts 7. Apps & Programs 8. Errors (Other than ECL errors) 9. Safety Key/E-Stop (TM & C) 10. Physical Keypads & Buttons 11. ErP (Sleep mode) 12. Internet connection & Wi-Fi 13. Bluetooth & RFID 14. Entertainment/Audio 15. Heart Rate 16. Speed Errors & Resistance Errors
· Speed/Resistance different than commanded · No belt/step movement 17. Other · My issue isn't found here
1/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
GENERAL TROUBLESHOOTING
· UPDATE TO THE LATEST SOFTWARE VERSION, if possible. See Software Box Instructions (under Software Information). o Reference the Software Update topic if anything unexpected happens.
TOC
· 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.
· Error Code Log is available in Service Mode (enter 3 0 0 1 enter). The log can provide historical hints on intermittent issues.
· 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
· 7xe Universal (H U R E S A C(CS24)(CS30) ALB 7xe EP620) · 7xe Treadmill (T7xe TM527) · 7xi Universal (H U R E S A C(CS24)(CS30) ALB 7xi EP621) · 7xi Treadmill (T7xi TM528)
TOC
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"
2/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
SOFTWARE UPDATES
USB, Update, Failed, Detect, Serial, Setup, Initial, First
TOC
ANDROID RECOVERY
Android Recovery attempted
Did software update after A.R.
appear to fail?
Update directly to
No
latest software
version.
FAILED
USB Update did not succeed
Yes
Occasionally, Android Recovery
will fail, leaving console at "Dead Android" screen. Rebooting returns to previous version.
Software update to latest version can occasionally fail with an error. Re-attempt software update ~3 times; it should eventually complete.
Never completes
No known field fix. Replace UCB. TSG-AG04
Was update from 1.4.6.6 or less to current
release?
No
Update 1.4.6.6 >
1.5.4.3 > latest
version
Yes
OR Perform Android
Recovery & update
directly to latest
version
Format USB & ensure file structure is correct; attempt
update.
Acquire new USB. Format & ensure file structure is correct;
attempt update.
If update to 1.4.6.6 fails, Restore
Factory Defaults and try again
Troubleshoot USB Board & cable/ connections
Replace UCB. TSG-AG07
MACHINE SETUP
Initial install or after: Android Recovery/ software update/ Restore Defaults
7xe: U nable to set CTM527 in Con sole
Serial Number?
Ensure serial numbers are being
No
entered completely & accurately. Serial Numbers must be entered
twice, identically.
Didn't fix
Press `enter 9 9 1 1 enter' on the keypad
& cycle power. Update software to the latest version.
Yes
This is a known software bug. Proceed through
Press `enter 9 9 1 1
Setup with incorrect TM528 Console Serial.
enter' on the keypad
Enter Service Mode (3001), Asset Management Didn't fix? & cycle power.
tab, and enter correct "Serial Number-Console"
Update software to
This will be corrected in future software
the latest version.
If your issue persists, Click here.
Additional Information
· Updates via USB are recommended over RSCU/internet updates. · Software updates are best performed with a 28 GB USB memory stick, formatted `FAT32'. Other
sizes & formats may work but are not recommended. · Find USB software update directions and files in the Software Box Instructions (under Software
Information). · If unable to navigate into software update menus, consider Touchscreen, Display, Freezing, or
Power failure. · "Enter 9 9 1 1 Enter" clears the software update history. If automatic updating is enabled, all
software will be re-downloaded. · There is a USB port directly on the UCB, along the bottom edge. Connect to it if the external USB
port on the console doesn't seem to work as expected. You may need to disconnect the existing Tuner cable to access the UCB port.
3/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
· To initiate Android Recovery, press and hold the volume up, volume down, and channel down buttons on the entertainment keypad for approximately 5 seconds. The console must be connected to power. Note: If the LCM backlight is on, it is a good indication that the entertainment keypad buttons will communicate with the UCB.
4/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
POWER ISSUES
Dead, Off, Reset, Reboot
TOC
Problem follows console
DEAD
Console doesn't power on at all
Verify power to machine (if not self-powered). If self-powered, connect to mains
power.
Are both main display and LCM
off?
Yes
12VDC on CC pins 1-8?
Yes
Swap console with same type (if available)
No
Consider Displays topic.
No
Troubleshoot MCB/LCB,
Console Cable, any Exchange
Boards
Failure stays with frame No
Disconnect everything but
the CC, Touchscreen, and Backlight
from UCB
Displays come on as expected?
RESETS
Cosole resets continuously/ doesn't take
input
Disconnect everything but
the CC, Touchscreen, and Backlight
from UCB
Displays come on as expected?
No
Replace UCB. TSG-BG27
Yes
Reconnect components singly until failure is
recreated. Troubleshoot or replace that part.
Replace UCB.
Yes
TSG-BG24
Reconnect components singly
until failure is recreated. Troubleshoot or replace that part.
If your issue persists, Click here.
Additional Information
· By disconnecting everything but the console cable, failed components (i.e. stuck keys, shorted 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.
· "Power" issues describe when nothing on the console appears to power on. Also consider that the display or LCM can fail individually, or that the console can freeze on a black screen that can appear as not on.
5/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
FREEZING/STALLING
Frozen, Language, Boot, Lock, Crash
Console is `frozen'
Cycle power and update to latest software version, if
able.
Does console boot to `Go' or default login screen after
power cycle?
No
Perform Android Recovery & update to latest software
version.
Una bl e/ didn't fix
Note how/when freeze occurs in
Action Plan. Replace UCB.
TSG-SG15
FROZEN
Consider Touch Response or Displays topic
Yes
Did main display turn off, LCM still on?
No
Press `enter 9 9 1 1
enter' on the keypad
Yes
& cycle power.
Update software to
the latest version.
Perform Andriod Recovery & update to latest software
version.
Yes
Connect USB mouse. Does cursor appear &
move?
No
Perform Andriod Recovery & update to latest software
version.
Una bl e/ didn't fix
Record details of how to cause the
freeze or what screen it freezes on,
in Action Plan.
TOC
Replace UCB. TSG-SG17
RECURRING
Recurring freezes occur; resolved by
cycling power.
Known issue Console OS crash. Notify escalation coordinator (provide AM Club ID, console serial, approx. time/
date)
If advised to replace console or UCB: TSG-SG14
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. Be mindful that Touchscreen failures may be reported as freezing.
· To initiate Android Recovery, press and hold the volume up, volume down, and channel down buttons on the entertainment keypad for approximately 5 seconds. The console must be connected to power. Note: If the LCM backlight is on, it is a good indication that the entertainment keypad buttons will communicate with the UCB.
6/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
DISPLAYS
Lines, Dim, Off, Dark, Bright, Color
TOC
Display is fuzzy, or colors are `off'
Check LVDS cable & connections for damage. Remove
both connectors & re-seat (carefully)
Didn't fix?
Replace TFT-LCD module, LVDS wire & Backlight wire
Didn't fix?
Replace UCB TSG-CG03
Didn't fix?
Replace console TSG-CG04
DARK NO IMAGE FUZZY COLORS
Display backlight is on, but no image is displayed
Main display is off, no backlight or response
Is the LCM on? No
Is LCM off as well?
Yes
Check LVDS cable & connections for
Yes damage. Remove both connectors & re-seat (carefully)
Replace UCB
No
Perform Android Recovery and update to latest
software version. Check Brightness setting in Manager
Mode, if able.
Didn't fix?
Check LVDS and Backlight cables & connections for damage. Remove both connectors & re-seat (carefully)
Didn't fix?
Replace TFT-LCD module, LVDS wire & Backlight wire
Didn't fix?
Consider Power topic
Replace UCB TSG-CG06
Yes
Didn't fix?
LCM Display is off, no backlight
Is main display off as well?
No
Replace LCM hardware & wires
Replace UCB TSG-CG09
Replace console TSG-CG07
LCM
WHITE
After replacing UCB, main display is solid
white
This happens when the LVDS connector
is connected backwards. Disconnect one end of the LVDS, rotate it and reconnect.
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.
· To initiate Android Recovery, press and hold the volume up, volume down, and channel down buttons on the entertainment keypad for approximately 5 seconds. The console must be connected to power. Note: If the LCM backlight is on, it is a good indication that the entertainment keypad buttons will communicate with the UCB.
7/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
TOUCH RESPONSE
Sensitive, Hard, Press
TOC
Touchscreen failed. 7xe: Replace TFT/LCD
module if tech is competent this is a
complicated task. 7xi: Replace the touchscreen. See notes
below.
Unable/ Didn't fix
Pointer appears
NO RESPONSE
Touchscreen doesn't respond to input
In a workout only?
No
Yes
Ensure that the Screen Lock is not enabled and that the screen is clean &
dry.
Clean the touchscreen with Did not fix?
computer/LCD screen cleaner.
Do the Keypads beep/respond when
pressed?
No
Check topics: Power Display ErP
No
Is the screen lit?
7xe only: Calibrate
touch response
Yes
(enter 2252723 Did not fix? Connect USB
enter)
mouse to USB port
SEE CALIBRATION
NOTE BELOW
No pointer appears
Yes
Consider Freezing topic.
Buttons on "Home" screen register press but doesn't respond
Console registers touches with no physical touches
(Ghost)
This is a known software failure. Cycle power to resolve intermittent issues, though symptom will likely
return
Software ver. 1.6 and greater have implemented a fix
for this issue. MATRIX CTS: If reported, notify Technology Product Manager & HQQA
Ensure screen is
clean, dry, and users
aren't leaning
No known solution.
books/tablets/etc on screen.
Didn't fix?
Request video of occurrence &
Recommend using
discuss with TL.
Lock Screen button
during workouts
Won't fix TSG-FG14
Replace Console. TSG-FG21
Replace UCB TSG-FG15
Replace console. TSG-FG12
GHOST TOUCH HOME
If your issue persists, Click here.
Additional Information
· 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.
· 7xi consoles only: 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. You can test the touchscreen by performing a Draw Test (from the welcome screen, press "enter 2-2-5-2-7-2-3 enter"). See the video "Android 7xi Touchscreen Replacement" on the Matrix Fitness YouTube channel for more information. o To replace the touchscreen on a universal 7xi console, order AN50 (front cover + touchscreen). o To replace the touchscreen on a treadmill 7xi console, order kit 19 (front cover + touchscreen), N39 (entertainment keypad), and AN8 (rubber mat).
· If troubleshooting touch input complaints, there is rarely a need to replace the UCB if a USB mouse cursor appears when connected.
8/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
· Calibration (these notes apply to 7xe consoles only--7xi consoles cannot be calibrated): If you have connected a USB mouse to the 7xe console and are calibrating the touch panel, DO NOT USE THE MOUSE to touch the calibration points. Touch the points on the display with your finger or a stylus.
9/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
WORKOUTS
WORKOUTS
Programs, Training, Exercise, Pause
Workout ends unexpectedly
Ensure user is pedalling/stepping.
Workouts pause automatically below
some RPM
Didn't fix?
May be related to a `crash' - record
console SN, Club ID, date & time; report
to escalation coordinator
TOC
VIRTUAL ACTIVE
Can't find VA program
Press `enter 9 9 1 1 enter' on the keypad
& cycle power. Didn't fix? Update software to the latest version.
Swap microSD card from another
console to verify (if available). Consider replacing microSD
card.
PAUSE
Workouts pausing unexpectedly.
Is user pedaling faster than 10 RPM? Machine is designed to pause below this
speed.
Update to the latest software. Verify
machine type is set correctly.
Troubleshoot CC & MCB/LCB & generator (in
equipped frames)
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.
· Also consider: is LCB/MCB working properly if workouts pausing or stopping. LCB/MCBs can be swapped between similar frames to troubleshoot.
10/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
HULU APP FAILURE
APPS & PROGRAMS
Fail, Hulu
An app doesn't work as expected.
Ensure software is updated to latest
version.
Verify network connection settings
& that other network apps work
properly
May be related to a `crash' - record
console SN, Club ID, date & time; report
to escalation coordinator
Record what app is failing in Action Plan. Include any other available details.
TOC
Replace UCB TSG-GG30
Hulu is no longer installed
This app was removed from software version X.X.X.X due
to incompatibility.
Won't fix TSG-GG14
NETFLIX
Netflix displays "Sorry, we could not
reach the Netflix service"
This error is benign. Try Netflix again later. If unable to resolve, check the "Error Codes (Other than ECL) topic,
Other section.
EGYM
eGym doesn't load, or the login pairing
is slow or fails
Enter Service Mode (3001). Under the Asset Management tab, ensure that the correct Facility ID is listed.
If the facility is seeing this issue occur consistently, collect console logs and
send to escalation coordinator.
Enter Service Mode (3001). Under the General tab, set "Screen Timeout" to "Never".
(Note: Changing this setting will have another effect--after the workout is complete, the console will not return to the Welcome screen unless the
home button is pressed.)
Ensure Software is updated to latest
version.
If your issue persists, Click here.
Additional Information
· All apps are maintained by software. If software updates don't resolve issues, follow the troubleshooting steps in the flowchart above to investigate potential environmental or hardware issues.
· Netflix requires connection to internet with minimum download speed of 1.5 Mbps to function properly. At present, there is no way to measure Wi-Fi/LAN speed on the console (various apps or websites can check available WiFi network speed from mobile/laptop, for example fast.com).
· Hulu no longer supports Matrix devices starting 5/15/2019, and the app is removed from current software. If a customer finds the Hulu app icon present and non-functional, please reference the Hide Hulu Application service bulletin.
· The Netflix app's "Download & Go" feature (shown by this symbol: ) is not compatible with Matrix Fitness consoles. If content is downloaded instead of streamed, the user may experience reduced performance of the video playback (reduced video quality, fast-paced scenes showing unnatural movement, buffering). Matrix recommends always streaming Netflix video rather than downloading to the console.
· If an incorrect Facility ID is listed in the console, the following behavior will occur when the user tries to open the eGym app: White screen > Black screen with loading icon > Return to Matrix home screen.
· Users cannot pair Bluetooth devices while they are in the eGym app interface. Instead, select an eGym workout, then press the home icon and pair the Bluetooth device in the Matrix Bluetooth screen. After the device is paired, go back to the eGym screen to complete the workout.
11/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
TV STOP HAL SERVICE
ERRORS (OTHER THAN ECL ERRORS)
Unsupported, Model, HAL
TOC
"Unfortunately, HAL Service has stopped" message displayed
Cycle power and
Perform Android Recovery & update to latest
disable Persistent Logging in Service
Didn't fix?
software version. Ensure Persistent Logging is disabled, unless it needs to be on for other purposes.
Didn't fix?
mode, Experimental
Check other machines at facility don't have Persistent
tab.
Logging enabled unnecessarily.
Replace UCB TS G-RG 22
"Unfortunately, TV has stopped"
message displayed
TV channels must be an INTEGER. Do not use decimal points
or other symbols.
Press `enter 9 9 1 1 enter' on keypad. Cycle power and update to latest software version.
Didn't fix?
Perform Android Recovery & update to latest software
ve rs ion.
Didn't fix?
Replace UCB TS G-RG 15
OTHER
Any other error message is displayed
Ensure console is updated with latest
software version
Is error degrading console performance?
Clear error & ignore.
No
Cycle power if needed. Many
errors are benign.
Yes
Perform Android Recovery & update software to latest
ve rs ion.
Note the error
Still occuring?
displayed in the Action Plan. Include
any other details
available.
Replace UCB TS G-RG 19
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 topic relates to software error messages.
· HAL Service errors are caused by a memory management fault in software. This is fixed in 1.6.x.x and later versions.
· Recurring `stacks' of various errors are all related to HAL Service failure. Even if the console doesn't repeatedly show "Unfortunately, HAL Service has stopped" but shows other errors that degrade performance, follow troubleshooting steps for "HAL SERVICE".
· To initiate Android Recovery, press and hold the volume up, volume down, and channel down buttons on the entertainment keypad for approximately 5 seconds. The console must be connected to power. Note: If the LCM backlight is on, it is a good indication that the entertainment keypad buttons will communicate with the UCB.
12/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
SAFETY KEY (TM & C)
Emergency, Stop, E-Stop, Estop, All Stop
Treadmill
Check continuity on connector pulled from CN15 (Estop) socket on UCB.
SAFETY KEY
Safety Key not functioning properly
(T & C)
Climbmill
Check continuity on connector pulled from LCB. Socket/ location TBD
TOC
Safety Key switch
functioning
Yes
properly?
Replace UCB. TSG-DG07
No
Replace switch & Did not fix? Replace UCB.
wires
TSG-DG08
If your issue persists, Click here.
Additional Information
· Safety Key switch should measure electrically Open when Safety Stop is triggered/engaged and electrically Short when in normal operating position.
· DO NOT bypass the Safety Key (other than for testing function). This is an essential safety device and must operate properly.
13/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
BUTTONS
PHYSICAL KEYPADS & BUTTONS
Press, Touch, Key
Some or all buttons don't respond
Enter Test Mode (3001>Calibration> Key Test) & check button response
Keypads or Quick Keys fail?
Quick
Keys
Replace appropriate Quick Key set
Keypad
Didn't fix?
Replace Keypad & Didn't fix? Replace LCM &
overlay
cables as needed
TOC
NO RESPONSE
NONE of the keypad buttons or Quick Keys work
Open console &
Disconnect the
inspect the LCM and all connections &
Didn't fix?
console ground wire Didn't fix? from the frame. See
wires
note below.
Replace LCM & cables as needed
Replace UCB. TSG-EG17
If your issue persists, Click here.
Additional Information
· Improper grounding of the console may cause keypad/button failures. Disconnect all green/yellow ground connection wires from the frame, at the rear of the console. Re-check if performance has changed; these wires can be left disconnected.
14/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
ErP
ERP (SLEEP MODE)
Wake
ErP not behaving as expected
ErP is not known to cause problems with
these models.
Additional Information
If your issue persists, Click here.
TOC
Consult Team Lead and Technology
Product Manager if failure appears to be
ErP related.
15/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
NO ETHERNET
INTERNET CONNECTION
Wi-Fi, Signal, Network
Console can't connect to wired
internet
Verify facility internet function with another device
TOC
Cycle power & update to latest software version. Follow internet
connection procedures.
Open console and connect ethernet cable directly to UCB. Cycle
power and retry connecting.
Connected?
Replace all internal wiring, from socket at base of frame to
UCB
Not connected?
Consult Team Lead & Technology
Product Manager. If directed,
Replace UCB TSG-JG12
NO WIFI
Console can't connect to Wifi
Verify facility internet & access
point integrity
Cycle power & update to latest software version.
Follow WiFi connection procedures. Attempting connection 3-5 times with working SSID & password may sometimes be required.
Attempt connecting to a Hot Spot/Jet Pack. (Not a customer-provided
network). Connected?
No
Attempt connecting to WIRED internet, if
available.
If your issue persists, Click here.
Problem is likely Yes with customer WiFi
configuration.
Verify both antenna
inside case are connected to WiFi
board & undamaged. Ensure WiFi board is secure. Consider replacing WiFi board, aerials,
Didn't fix
Consult Team Lead & Technology
Product Manager. If directed,
Replace UCB TSG-JG18
wiring.
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.
· Consoles are programmed to automatically connect to npwireless or rd02. Matrix Tech Support can provide the password, if appropriate. Facilities may have their own networks installed.
· Reference for Wi-Fi signal symbols:
16/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
WON'T CONNECT TV AUDIO
BLUETOOTH & RFID
BT, Signal, Pair, Login
No audio with TV
This is a known hardware limitation of some TV Tuners. The console was not designed to
transmit TV audio over Bluetooth. Remove rear cover of console and examine tuner if it connects to HDMI, Bluetooth
audio will not work.
Direct user to use WIRED audio. Won't fix. TSG-NG09
Bluetooth device won't connect
Ensure user device is on, in discoverable
mode, and not already connected to something else
Update console to latest software version.
Bluetooth is a shortrange signal. User must reconnect if they move more than ~10 feet from
console.
TOC
Replace WiFi/ Bluetooth board
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 may be with the other device not our equipment.
· Apple AirPods may not be compatible with Matrix consoles. Conflicting reports have been received and further research is necessary.
· For RFID issues, refer to this RFID Troubleshooting Guide. · Reference Pairing Bluetooth Devices for further Bluetooth instructions.
17/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
CLOSED CAPTION
ENTERTAINMENT/AUDIO
Static, Whine, Quiet, Sound, TV
Closed Captioning stops working
This is a known issue due to a software bug
Option 1: Downgrade to 1.5.4.17. May case other issues.
Option 2: Await 1.7 software release; release date
TB D
TOC
If awaiting 1.7 software: Won't fix TS G-KG14
IPTV
IPTV intermittently stops working
Replace the RJ45 connector in the frame with a shielded CAT6 keystone female-female jack. Replace
the cable with a properly-terminated CAT6 cable.
PRO:IDIOM TV CHANNELS
TV doesn't initialize; Channels missing or
misidentified
Replace installed tuner with SwiftInfo tuner. Known hardware
limitation of Avermedia and Vividmetrics tuners. See pictures
below.
Universal SwiftInfo: 1000441488
Treadmill SwiftInfo: 1000441489
Universal SwiftInfo w/ Pro:Idiom: 1000433221
Treadmill SwiftInfo w/ Pro:Idiom: 1000433222
Refer to tuner installation instructions.
Tuner issues after TV scan or software
update
Export channel list from Tuner to Console in
Engineering Mode (3001), TV tab.
If your issue persists, Click here.
Additional Information
· Bluetooth TV problems may arrive at this topic depending on the tuner installed, TV audio may not work over Bluetooth headphones. See Bluetooth topic for details.
· "Unfortunately, TV has stopped" message may arrive at this topic. This is detailed in the Error Codes topic.
· On consoles with software v1.7.5.17, an audio noise can occur when using wired headphones after a console wakes from sleep (ERP) mode. Cycle power to temporarily resolve the issue. This issue will be corrected in upcoming software (v1.8 or higher).
Swift TV Tuner
Vividmetrics TV Tuner
18/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
HEART RATE
TOC
Please reference these documents: Heart Rate Flow Chart (treadmills, under Troubleshooting Guides) or Heart Rate Check Points (HURESAC).
If your issue persists, Click here.
Additional Information
· The console gives precedence to Contact HR from the grips. If no Wireless (5kHz) HR is detected, disconnect the grips from the HR board within the console. If Wireless HR begins to work, troubleshoot the grips and interconnect cables.
· Cold or dry hands can cause Heart Rate to read wrong or not at all. Warm and moisten hands. · Dirty sensors, jewelry, and electrical interference from the environment can cause Heart Rate
display errors.
19/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
SPEED RESISTANCE
SPEED & RESISTANCE ERRORS
Belt, Step, Level
Different than commanded
Treadmill not getting up to commanded
speed?
Update software to
latest version.
No
Ensure Machine Type is set correctly
and Demo Mode is
disabled.
Troubleshoot MCB/ LCB & check for Error Codes
Yes
User MAY see "Speed Reduced" or 0144 or 0146 errors
on display
This is likely a consequence of belt/deck friction increasing as it approaches end of life perform friction
test and replace parts as necessary. Consider MCB or mechanical driveline failures; consider
facility electric power integrity. Rarely caused by console failures. ZMD4008372 can be used to measure actual belt speed.
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Replace UCB TSG-TG18
DISAPPEARS 02AB or 02B4
Resistance disappears during workout (with or without error code)
Ensure console is updated to IO v32 or
greater
Update software to latest version. Ensure Machine
Type is set correctly.
Troubleshoot MCB/ LCB & check for Error Codes
Replace UCB TSG-TG21
If your issue persists, Click here.
Additional Information
· Speed Errors & Resistance Errors are rarely related to console failures without an accompanying error code. Reference MCB/LCB troubleshooting documentation or the Master Error Code List.
· Treadmills place a very heavy load on facility electrical installations. Long wire runs, undersized conductors, looped grounds, non-isolated circuits, user weight, speed and deck incline all affect electrical load. As treadmill belt/deck pairs wear out the friction between them increases, dramatically increasing the electrical needs of the machine and likelihood of "Speed" errors. These are very rarely caused or corrected by the console.
20/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
NOT FOUND
OTHER
Not Found, Time
A fix to my failure isn't found in this
Guide
Escalate to Team Lead or QA
Include all pertinent detail in Action Plan. If directed to replace
UCB: TSG-ZG01
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TIME
Time readout is incorrect after Daylight Savings Time change
Check with facility
IT: Ensure Network
Time Protocol (NTP)
This is a bug with
is enabled, port 123 Didn't fix? the Android OS. No
is not blocked, and
fix available.
router is set to
correct time.
Won't Fix. TSG-ZG04
If you cannot find a resolution to your observed or reported failure in this document, you may have discovered a new failure!
If a console is replaced after referencing this page, your "Why" reason likely will not be "Directed by TSG/ECL"
Discuss this case with your Team Lead.
Team Lead: Verify you agree with everything your Rep has done to this point. 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.
21/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
CHANGE LOG
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Rev# 1 2 3
4 5 6
7
8
9 10 11 12
Date 5/13/19 9/3/19 10/9/19
11/13/19 1/14/20 10/12/20
11/3/20
4/15/21
5/7/21 6/9/21 10/28/21 1/10/24
Author J.Sleppy J.Sleppy J.Sleppy
J.Sleppy J.Sleppy E.McWilliams
E.McWilliams
J.Sleppy A.Johnson E.McWilliams E.McWilliams E.McWilliams E.McWilliams
Changes Document created. Aligned with 5x & XerXir guides. Multiple technical & clarity edits after technical review. Added Bluetooth reference doc. "Machine Setup" steps, "Android Recovery" info added to Software Updates topics. "eGym" steps added to Apps topic. Integer TV channel note added to Errors topic. Multiple edits to Freezing topic. "Pro:idiom" steps added to Entertainment topic. Up to date with NB-1701007 ver.13. Tuners info added to Entertainment topic. White Display added to Display topic. "HAL Service" fix changed from Replace Console to Replace UCB. "TV Channels" fix updated with more SwiftInfo Tuner knowledge. Updates to the Apps & Programs topic (under Additional Information): Minimum download speed corrected on Netflix note. Added recommended website for testing available network speed. Added note regarding the Netflix "Download & Go" feature. Updated troubleshooting for eGym added to Apps & Platforms topic. "Technology Product Manager" added as a contact in some workflows under the "Touch Response", "Internet Connection", and "ErP (Sleep Mode)" topics. Note regarding USB port added on the Software Updates page. Display, Freezing/Stalling, Touch Response, Internet Connection flowcharts updated. Heart Rate notes updated. Added note regarding software v1.7.5.17 to the "Entertainment/Audio" topic. Updated notes in "Touch Response" topic--7xi consoles to not have touch calibration. Updated 7xi touchscreen replacement notes in the "Touch Response" topic. Added Android Recovery instructions.
22/22 | Revision: 12 | Revision Date: 1/10/24 | Revised by: EM
Matrix 7xe & 7xi Console
Internet Speed Test | Fast.com
support.johnsonfit.com/product/detail/59608