Matrix CX Series User manual

1/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

Troubleshooting Guide:

CX Series Training Cycle

Prepared by:

E. de Jonge, J. Sleppy

Date:

12/18/2019

Models Affected:

2018 Training Cycles:

CXP (FC24), CXM (FC23) & CXC (FC20)

PURPOSE

Use this document to troubleshoot Matrix Indoor Training Cycles. The Console section applies to the CXP

console only; the Frame section applies to all model frames (CXC, CXM, and CXP). The intended users

are Matrix (Johnson) Customer Tech Support Representatives & Field Service Techs, but distribution is

free.

This guide is intended to be used alongside the CXP Service Manual. Refer to it for error codes and

instructions for many tasks directed here. Additional resources are available in Online Remedy

Read and understand the General Troubleshooting and Using this Guide sections before

proceeding further.

TABLE OF CONTENTS (TOC)

CXP Console

1. Software Updates & Calibration

2. Power & Battery Issues

3. Freezing/Stalling

4. Displays

5. Touch Response

6. Workouts

7. Errors (Other than ECL Errors)

8. Internet Connection & Wi-Fi

9. Bluetooth & RFID

Frame

1. Speed Errors & Resistance

2. Frame

2/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

GENERAL TROUBLESHOOTING TOC

•UPDATE TO THE LATEST SOFTWARE VERSION, if possible.

oReference the Software Update topic if anything unexpected happens.

•Cycling power is recommended as the first attempt to fix most failures, and after major repairs are

implemented.

•To access Service Modes:

oFrom idle: Press & hold “MATRIX” logo for ~5 seconds, then type 3001 enter.

oFrom workout: Press the “Hamburger” button in upper right. Press & hold on “Options” in

upper left until keypad appears, then type 3001 enter.

•If multiple, identical machines are available, swap suspected failed parts (console, LCB, cables,

etc.) and observe if the failure follows.

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.

3/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

SOFTWARE UPDATES &CALIBRATION TOC

USB, Update, Failed, Detect

USB update appears

to have failed

FAILED

Format USB &

ensure file structure

is correct. Consider

using a different

USB.

If able, does an

adjacent machine

recognize updates

on your USB?

Yes Replace console

CALIBRATION

Calibration data lost

If BOTH the console

& LCB are replaced,

calibration may be

required

Refer to Training

Cycle Calibration

under Tools in

Online Remedy.

Additional Information

•Do not allow the battery to die during manual updates. Check battery status; charge if low before

attempting update.

•Automatic updates via RSCU are preferred over manual USB updates.

•If unable to navigate into software update menus, consider Touchscreen, Display, Freezing, or

Power failure.

4/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

POWER &BATTERY ISSUES TOC

Dead, Off, Reset, Reboot

Console doesnt

power on at all

POWER

Is the battery

charged?

Charge battery or

pedal at >90 RPM

for >3 minutes

Yes

5VDC on console

end of Console Cable,

pins 4 and 8?

Troubleshoot LCB,

Generator, Battery,

cables

Yes

If able, swap

consoles with an

adjacent bike

Failure stays with frame

Failure

follows

console

Replace Cons ole

Battery failure is

indicated

BATTERY

Was a new

battery recently

installed?

Remove side panel &

inspect LCB components

outlined in picture

below. Replace LCB

with version H003 if

visibly damaged or

burned; replace LCB on

all other bikes at this

location.

Yes

Check that the

exchange board the

battery connects to

wasnt damaged

during battery install

Didnt fix?

Pedal at >90 RPM for >3

minutes. Does blue

battery charging LED on

battery turn on?

Yes

Check Battery

Voltage in

Service Mode

>330 mV

Does console

power on &

work as

expected?

Troubleshoot

console cable.

Consider swapping

console with

another, working

bike.

Replace console if

failed.

<330 mV

Stop pedaling.

What does the

console do?

Replace battery Shuts down

immediately

Yes

Set Suspend Timeto 10 minutes.

Record Error Logs in Action Plan.

Clear Error Logs.

Verify console registers resistance

changes properly.

Verify LCB LEDs are lighting properly.

Stays

Battery is low or dead. Choose one:

• Remove & charge battery

• Replace with charged battery

• Use bike at >90 RPM for at least

an hour

Discuss with management how to keep

battery charged. Provide copy of

Charging Chart, below

RESETS

Console powers off

or cycles power

unexpectedly

Additional Information

•“Power” issues describe when nothing on the console appears to power on. Also consider that

the console can freeze on a black screen that can appear as not on.

•Refer to “Battery Information” Appendix 1.

Figure 1 - LCB (referenced above)

Figure 2 - Charging Chart (referenced above)

5/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

FREEZING/STALLING TOC

Frozen, Boot, Lock, Crash

FROZEN

Console display is on,

but unresponsive

Hold the console button

for 10 seconds, until the

screen turns off. Wait

30 seconds; press the

console button to turn

back on

Check for updates

and update to latest

software version, if

able.

Update via USB, if

unable to update via

WiFi and not already

at latest version.

Swap console

with another

bike, if able

Failed console works

Consider Power &

Battery topic

Failure follows console

Record all details of

how/when freeze

occurs in Action

Plan.

Replace console

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.

6/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

DISPLAYS TOC

Lines, Dim, Off, Dark, Bright, Color

BLACK

WHITE

Display is solid white or

black See Battery topic.

BLINKING

Display blinks or flickers

while pedalling See Battery topic.

PIXELS

Lines or missing pixels

on display

Screen test is

available in Service

Menu to confirm

TFT-LCD module is

replaceable, if tech

is capable

Unable Replace console

Additional Information

7/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

TOUCH RESPONSE TOC

Sensitive, Hard, Press

NO TOUCH

Console doesnt accept

touch input

Remove console

from bike & open

rear cover. Check

that touchscreen

ribbon cable is

connected to socket

along bottom edge

BUTTON

Console button doesnt

do anything

Remove console

from bike & open

rear cover. Check

that button cable is

connected to socket

J8, lower left corner

Touch hardware is

not field-

serviceable.

Replace console.

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.

8/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

WORKOUTS TOC

Programs, Training, Exercise, Pause

PAUSING

Workout pauses or ends

unexpectedly

Did console shut

down?

No workout

failures are known

at this time.

Record all pertinent

details in Action Plan

Yes See Batterytopic

Additional Information

•All workouts are maintained by software. If software updates don’t resolve issues, hardware

failure is indicated.

•Also consider if LCB is working properly if workouts pausing or stopping. LCBs can be swapped

between similar frames to troubleshoot. If you swap LCBs or Consoles between bikes to

troubleshoot, be sure to return them to their original frames, as they contain critical calibration

data.

9/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

ERRORS (OTHER THAN ECL ERRORS) TOC

014A

04B0

014A error

04B0error See Battery topic.

Additional Information

•Error Codes with a standardized 4-character alphanumeric ID are described in the Error Code

List and typically relate to hardware failures. This topic relates to software error messages.

10/16 | Version: 2 | Revision Date: 3/6/2020 | Revised by: JS Matrix CX Cycles

INTERNET CONNECTION TOC

Wi-Fi, Signal, Network

CONNECTION

Cant connect to WiFi

WiFi connectivity is

optional. Check

order that WiFi-

enabled consoles

were delivered.

Verify facility

internet & access

point integrity

Attempt connecting to

a HotSpot/Jetpack. (Not

customer-provided

network. Connected?

Yes

Problem is likely

with customer WiFi

configuration

Remove console

from bike & remove

rear cover. Inspect

that the WiFi board

is installed properly

& antenna

connected.

Didnt fix? Replace Console

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.

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