Service & Support

There are many things that could cause the console to not power on.

• Make sure the ON/OFF switch (located near the bottom at the front of the frame) is in the ON position.
• Inspect the electrical cable and replace if damaged.
• Ensure the electrical cable is attached to both the frame and the power source.
• Verify that the power source is adequate for the equipment.
• Check the circuit breaker and reset if necessary.
• If the equipment is self-powered, a sustained minimum RPM is required and the console boot-up process may have a slight delay. This delay will be longer if add-on accessories are connected.

• We recommend using a screen cleaner and avoiding products that contain ammonia and alcohol
• Spray a soft, lint-free, dry cloth with the screen cleaner and gently wipe the console
• Do not use abrasive pads or paper towel and do not spray the console directly, as it could leak into the console and cause damage
• Monitor wipes may also be used

The running belt needs to be re-aligned, follow the below steps to re-align your belt:

1) Turn on the treadmill and bring belt to a speed of between 6-8 mph. If the running belt moves rapidly to one side, press the Stop button immediately and carry out adjustment while the belt is stationary or at a lower speed.

2) Stand behind the treadmill and watch the movement of the running belt. As you watch the running belt, make sure that the belt runs without moving from one side to the other and that the belt is centred between the side rails.

3) If the running belt tracks to the left, loosen the right roller bolt 1⁄4 of a turn, keeping the belt tension in mind. Observe changes and repeat if necessary.

4) If the running belt tracks to the right, tighten the right roller bolt 1⁄4 of a turn, keeping the belt tension in mind. Observe changes and repeat if necessary.

There may be a few reasons as to why the running belt is not running smoothly, check the below before contacting our service team:

• Not enough lubrication – Check the underside of the running belt to see if it needs to be lubricated and action accordingly.
• Running belt is too tight / too loose – Adjust the running belt

Matrix Treadmills are self-lubricating so you do not need to lubricate these yourself. If you have a Vision, Horizon or Tempo Treadmill, you will need to lubricate these every few months depending on how often they are used, how long they are used for, the temperature of the room it is kept in, and many other variables.

To check if your treadmill needs to be lubricated, carefully lift up the running belt and touch the underside. If it is tacky, you do not need to lubricate. If the running belt feels dry and gets stuck while in motion, you will need to lubricate.

How to lubricate your Treadmill:

• Loosen the running belt enough to allow you to fit your hand underneath it. Make sure you loosen both sides of the rollers the same amount to avoid misalignment during the process.
• Add roughly 20ml of silicon to the middle of the deck in a zig-zag motion.
• Tighten the belt back to normal
• Walk on the treadmill at a low speed to spread lubricant evenly and to double check running belt alignment

There may be a few reasons for this issue:

1. Bad connection between the console cable and the console, or a damaged cable.
2. The speed sensor wire is damaged or not working.
3. The magnet is not present on the drive pulley.
4. The console is defective.

Follow the below troubleshooting guide before contacting our service team:

• Check the connection of the console cable at the console; make sure there are no kinks or pinches of the console cable. Replace the cable if any damage is found.
• Check the connection of the speed sensor wire at the ECB motor. Also check the gap between the speed sensor and the magnet on the pulley, it should be within 5mm, adjust the gap if it is too big.
• Install a new magnet.
• Replace the console set.

You may be gripping the heart rate handlebars too tightly, try to maintain a moderate pressure while holding onto the heart rate handlebars.

Try gripping the heart rate handlebars over the top, with your thumb next to your index finger instead of gripping it with your thumb under the handlebars.

Contact heart rate grips are not intended for continuous readings, instead, try holding the grips for 10-20 seconds at a time for an accurate reading.

Static electricity can damage the heart rate receiver and/or grips and can cause either a “HR” or no reading at all.

Remove the console and verify that the heart rate cables are attached properly, making sure that the cables are securely inserted into the console.

Issue: Leveling

The bike may not be on a level surface. Verify surface is level and adjust levelers on the machine as needed.

Issue: Bolts

Loosen all the bolts attached during the assembly process, grease the threads and tighten again.

Issue: Brake is rubbing against the flywheel

The magnetic brake may be rubbing against the flywheel. The pedals will be very difficult to move and a screeching sound may be heard when attempted, the brakes should be replaced, please contact our service team.

Issue: Leveling

The bike may not be on a level surface. Verify surface is level and adjust levelers on the machine as needed.

Issue: Bolts

Improper assembly or loose assembly bolts. Verify assembly steps using your manual, tighten all bolts used for assembly.