Matrix XER Troubleshoot Manual

1/21 | Version 7 | Revision Date: 4/21/2020 | Revised by: JS 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 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. 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
10. Physical Keypads & Buttons
11. ErP (Sleep mode)
12. Internet connection & Wifi
13. Bluetooth
14. Entertainment/Audio
15. Heart Rate
16. Speed & Resistance Errors
• Speed/Resistance different than commanded
• No belt/step movement
17. Other
• My issue isn’t found here

Matrix XER Specifications

General

Brand	Matrix
Model	XER
Category	Music Mixer
Language	English

Summary

Software Updates

Power Issues

Freezing/Stalling

Frozen Console

Troubleshooting when the console display is on but unresponsive.

Displays

Dim or Off Display

Troubleshooting dim, off, or dark display issues.

Pixel Issues

Troubleshooting lines across display or missing pixels.

Solid White Display

Troubleshooting a solid white display.

Distorted Colors

Troubleshooting unreadable or tinted colors on the display.

Touch Response

No Response

Touchscreen does not respond to input.

Dead Spots

Touchscreen only responds to hard presses or certain areas.

Calibration Sensitivity

Touchscreen is overly sensitive or registers phantom touches.

Workouts

Workout Functionality

Troubleshooting when workouts do not work as expected.

Apps & Programs

General App Failure

Troubleshooting apps not working as expected.

Error Codes

Safety Key

Safety Key Malfunction

Physical Keypads & Buttons

Internet Connection & Wifi

Wifi Connection Issues

Bluetooth

Bluetooth Device Connection

Entertainment/Audio

No Audio Output

Static Hiss

High-Pitch Whine

Heart Rate

Grips Display Incorrectly

Wireless HRM Not Working

Speed & Resistance Errors

Speed/Resistance Mismatch

Treadmill Belt Movement

RPM Readout Errors