Matrix XIR 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 XIR Specifications

General

Signal-to-Noise Ratio	>90dB
Type	Analog
Inputs - Other	2 x RCA (Tape/CD)
Outputs - Main	2 (L/R)
Phantom Power	Yes
Frequency Response	20Hz - 20kHz

Summary

General Troubleshooting Procedures

Software Updates and USB Procedures

USB

Troubleshooting steps related to USB detection and update failures.

FAILED

Process for when a UCB update via USB does not succeed.

DOWNGRADE

Handling situations where software cannot be downgraded.

Power Issues Troubleshooting

DEAD

Troubleshooting steps for consoles that do not power on at all.

RESETS

Addressing issues where the console resets continuously or doesn't take input.

Freezing and Stalling Issues

FROZEN

Steps for consoles that are frozen or unresponsive.

STUCK ON LANGUAGE

Troubleshooting display stuck on the Language Select screen.

Display Problems

DIM/OFF

Resolving display issues where the screen is dim or off.

LINES

Troubleshooting lines across the display or missing pixels.

SOLID COLOR

Addressing displays that are solid white.

DISTORTED COLOR

Steps for distorted, unreadable, or tinted color displays.

Touch Response Issues

NO RESPONSE

Troubleshooting when the touchscreen does not respond to input.

DEAD SPOTS

Addressing touchscreens that only respond to hard presses or specific areas.

CALIBRATION SENSITIVE

Resolving overly sensitive touchscreens or phantom touches.

Workout Functionality

WORKOUTS

PAUSE

VIRTUAL ACTIVE

Apps and Programs Failures

APP FAILURE

HULU

PASSPORT

NETFLIX

BROWSER

SPOTIFY

YOUTUBE

Error Codes (Other Than ECL)

UNSUPPORTED

OI

OTHER

Safety Key Functionality

SAFETY KEY

NON-TM

ERROR

Physical Keypads and Buttons

BUTTONS

ErP (Sleep Mode) Behavior

Wake

WON'T WAKE

WAKES OFTEN

WON'T SLEEP

Internet Connection and WiFi Issues

NO CONNECTION

Bluetooth Connectivity

WON'T CONNECT

Entertainment and Audio Problems

NO AUDIO

STATIC

WHINING

Heart Rate Monitoring

GRIPS

WIRELESS

Speed and Resistance Errors

SPEED

ELEVATION

RESISTANCE

RPM

TREADMILL

Other Issues Not Found

NOT FOUND

Procedure for when a fix is not found in the guide; escalate to Team Lead.