Treadmill 10: Why aren't the heart rate sensors on the handlebar
working?
Follow this troubleshooting guide to help resolve issues with the heart rate contact plate sensors on the BowFlex Treadmill
10.
Some common complaints may include:
Handlebars not reading heart rate
Heart rate sensors not working
Handlebar heart rate plates not working
Follow these steps to troubleshoot the issue
1. Check for updates on your machine. Refer to the Updates section of the JRNY Basic App Troubleshooting guide or
click here to visit the JRNY Support page. If an update is available, follow the prompts on your console to install the
update and retest once completed to determine if the issue persists [FW.A].
2. If the issue persists, ensure that your hands are centered on the sensors with equal pressure. Try to move as little as
possible, it may take a minute for your heart rate to appear [11433.A].
3. Your heart rate may spike at a high rate when initially touching the contact plates. This is normal and will level out
after a couple minutes. Try to keep your hands still during this time [11433.B].
4. Dry or heavily calloused hands may need a heart rate cream to make better contact. Buh-Bump Heart Rate
Cream is a recommended cream to use and can be found at various retailers online [11433.C].
5. Keep hands clean and avoid using hand creams or lotions [11433.D].
6. Disconnect the cable connectors between the heart rate sensors and the console. Inspect for any damage to the
wires or connectors, such as cuts or crimps and bent or missing pins. Ensure the cables are orientated properly and
securely connected [11433.E]. If damage is present or the issue persists, order an Upper Left and Upper Right
Handlebar [11433.F].
Need to order replacement parts?
Please contact Customer Care at 1-800-605-3369 for additional help or to order replacement parts.
Some replacement parts may also be available for purchase online here.
A list of part numbers referenced within this guide can be located at the bottom of this page.
Customer Care - Hours of Operation:
Monday - Friday 6:00am - 5:00pm PST
The replacement part will be provided to you at no cost assuming your machine meets the warranty eligibility
requirements. A Customer Care Agent will be able to assess your current warranty eligibility and provide you with your
options.
Please note that if you did not purchase your machine directly from BowFlex, Schwinn, or Nautilus, we will need a copy
of your purchase receipt in order to register your machine for warranty.
ID:11433.2
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