Power: Problem Cause Solution No Power to Unplugged at power outlet on Reconnect power at outlet. Unplugged at base of cardio machine

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1 Power: PCTV Troubleshooting If a problem with a Netpulse-compatible machine is seen, follow the directions in this troubleshooting guide to solve the problem. If the problem cannot be resolved, call Netpulse at: 877-NETPULSE ( ). Problem Cause Solution No Power to Unplugged at power outlet on Reconnect power at outlet Screen wall/floor Unplugged at base of cardio machine Reconnect power at cardio machine Unplugged (fully Reconnect power at touch screen disconnected) at touch screen Faulty or loose power connection at touch screen Remove and reseat power cable at touch screen One unit. Black screen. Failed power cable inside Replace internal power cable cardio machine Failed power cable/brick Replace power cable/brick Loose power connection Check power connections. Check AC power connection to wall adapter. Check DC power connection to side access area of console. Check DC In line connection between wall adapter and treadmill pre-threaded internal cable. Shut down unit and restart unit. Test unit to ensure it is working. Check if RED LED is lit on front lower corner. LED on indicates 12V is present from the wall adapter. Check that the GREEN LED is on. LED on indicates CPU board is powered up. Try pressing and releasing the button on the bottom center of the console to toggle the CPU power on function. Contact Matrix Support. 1 P age

2 TV & Media: Problem Cause Solution Live TV- Related Problem Poor, snowy, or fuzzy TV picture on some or all channels Reseat and tighten loose coax/rj6 connections at touch screen, cardio machine, coax tap or floor jack. Check/correct signal from TV head end. Channels are missing on some units On Demand TV shows and music videos not working All units. No TV. No Signal & blue screen on all TV channels Channel configuration file is missing No connection to Gateway TV system is down, or coax cabling disconnected in closet Reseat and tighten loose or disconnected coax/rg6 connections at touch screen, cardio machine, coax tap or floor jack. Replace bad coax cable or RG6 connectors (test known good cable first). Check/correct signal from TV head end. Rescan channels on the unit. Add network names to the channels. Save and upload channels to server. Download channels to other units with the same problem. Follow Check connectivity process. Ensure that gateway is online and all media is up to date. Check intermediary hub/switch for lost packets. Check ISP for connection QOS Check electrical connections at TV head end system. Check coaxial cable in server room or electrical closet. Contact the TV vendor. All units have fuzzy picture. Loose or damaged coax cabling at closet or TV signal strength problem Check coaxial cable and connections in server room or electrical closet and main segment feeding all machines. Contact the TV vendor. 2 P age

3 One unit. TV not working. Loose coax cable connection or poor signal strength Ensure coax cable and connections are secure. Shut down and restart machine. Test unit to ensure it is working. Contact Matrix Technical Support. Video Present when viewing TV but not present when viewing ipod video. Loose or unplugged S-Video cable to console side access area Check S-Video connection at console. Check for damaged S-Video cable. Check that audio console audio out cable is plugged into the console. (Note: The audio cable has a 5V line that enables the S-Video output from the treadmill.) (Note: The audio cable connector is next to the Ethernet cable connector.) Video present but audio is not present. TV Audio Volume does not change from treadmill volume control buttons. Loose or unplugged audio cable to console Check audio cable connection to console. (Note: Audio cable is next to the Ethernet connector) Check audio settings in Engineering Mode Contact Matrix Technical Support. PCTV is a touch screen unit Install the Target Heart Rate Overlay All units. On Demand Music Videos do not play. One unit has no On Demand TV Shows or Music Videos. Problem with Gateway, network switch, or Cat-6 cabling at switch or patch panel Machine has lost connection to Gateway Check power on Netpulse Gateway and network switch in server room or electrical closet. Restore as needed. Ensure the Cat-6 cable is securely connected to the Gateway, network switch, patch panels, and all distribution (Hubs/Switches) units. Check all Cat-6 connections between machine and Gateway. Ensure Cat-6 is securely connected at machine. Reboot unit. 3 P age

4 Touch screen: Problem Cause Solution Screen/Display Problems Black screen, but green power light on Reset touch screen: Press black Reset button 10 seconds. White screen, unresponsive Power cycle screen: remove power cable at touch screen, wait 15 seconds, reseat power cable. Touch screen not calibrated; cursor does not follow finger touch points Recalibrate touch screen: Press and hold the calibration button on side of the touch screen. Follow instructions. Touch Screen Hardware Failure Physical damage Replace unit. (broken/vandalized screen) Will not power on at all. Test all No Power to Screen scenarios. Frozen during restart: Disk Boot Failure Reset touch screen: Press black Reset button 10 seconds Frozen during restart: Input/output Error Reset touch screen: Press black Reset button 10 seconds Frozen during restart: Unknown filesystem Failed audio headphone jack Reset touch screen: Press black Reset button 10 seconds Check headphone properly seated (try adjusting in/out in jack). 4 P age

5 Connectivity: Problem Cause Solution No Ethernet to Ethernet unplugged at Reconnect Ethernet cable Gateway Ethernet hub Ethernet unplugged at base Reconnect Ethernet cable Yellow triangle with of cardio machine Ethernet unplugged at Reconnect Ethernet cable red exclamation touch screen Failed Ethernet Replace failed hardware point (!) in lower right corner of hub/switch/access point Bad Ethernet cable, RJ45 or inline coupler Replace or repair cable, RJ45 or coupler screen Bad Ethernet homerun Replace cable cable to network switch No Login Bad port or termination on Repair termination or use new port screen after network switch START Touch screen lost IP Remove and reseat Ethernet at address (Admin Dial-pad touch screen. 911 ) Power cycle screen: remove power cable at touch screen, wait 15 seconds and reseat power cable. Other (describe) Replace unit Users cannot sign in. Affects all units One unit. Can t sign on. (NOTE: Check other units for problem.) Gateway or Internet service is not connected Machine has lost connection to Gateway Check power and Cat-6 connections on the Netpulse Gateway in server room or electrical closet. Restore as needed. Check power and connections to Internet Router; reset Router (remove power for 15 seconds, then restore) if no activity. Check PCTV machines again. (If wired) Check if GREEN LED is lit where Ethernet cable plugs into the console. If problem persists, contact Matrix Technical Support. Check all Internet connections between machine and Gateway. Reboot unit. Test unit to ensure it is working. Contact Matrix Technical Support. 5 P age

6 Unit did not completely boot or is otherwise unresponsive. Console CPU is locked up Press and hold the reset button on the back of the console for 10 seconds to force a console reboot. 6 P age

7 Screen Set-up / Settings Mode The set-up mode for the product is accessible from the Home Screen. The 'touch' sequence is upper-left, upper-right, upper-right, upper-left. This will display a keypad that will allow the person to enter a number of preset configuration passwords into the system to access various menus. 1. At the main screen complete the top-left, top-right, top-right, top-left tap sequence to bring up the menu code popup 2. Once the keypad appears. Enter the code followed by ENTER (Figure E see next page). 7 P age

8 911 Display IP and MAC. STICK DEMO SCAN INET DOWN SPEED LANG Mount USB device on TV and run script (USB Install). This allows ANY user login / registration to succeed without a network connection. Locally stored workout data will display in the Workout History feature. Navigate to the TV channel scanning page of the install application to scan for TV channels. Navigate to the networking page of the Install application to configure the machines to be network connected (wired / wireless) or non-connected. Powers down the computer safely. Display an Internet Speed Test to allow an onsite technician to test the internet speed. Display and set default language. Figure E 8 P age

9 PCTV Uninstalled Status Symptom: User can NOT log into Netpulse account and/or on-demand content is not there Issue: PCTV is not paired with the Gateway and is showing in an Uninstalled state Solution: 1. On the top of the screen tap left, right, right, left and the keypad will appear. 9 P age

10 2. Next type 4638 (INET) then press ENTER. 3. Select your network set up (Wired, Wireless, TV Only No Network Connection) and press NEXT 4. Select the default network shows npwireless then press TEST CONNECTION. Once the connection has been made, press NEXT If the connection did NOT pass, make sure the Gateway is powered on and all connections are good AND verify your ISP is working properly by connecting to it via your laptop or smart phone. Go back to Step 4 10 P age

11 5. Next you will need test the network by pressing TEST NETWORK then check for software updates by pressing CHECK FOR UPDATES 6. After updates have been completed, press INSTALL to install all the updates and network connection. Once the green text comes back that states Installation was successful, press NEXT then FINISH. 7. Back on the home screen, you should see the Machine ID and Gateway ID. Finally, log into your Netpulse account and test the on-demand content. 11 P age