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FAQs

If you have questions, we have answers. Choose a category below. Can’t find what you need or need additional assistance? Please call us at 800-726-9662.
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 I LOST MY POWER SUPPLY, WHAT DO I DO?

For a replacement power supply, please call (800) 726-9662 or email [email protected].

WHERE DO I PLUG IN MY POWER SUPPLY?

On all products, the power input is on the right side of the unit as you face forward (toward the console).

Q35, Q37, Q45, Q47:  Near the front beneath the chrome rails

xR6:  Near the front (look for the ‘power input’ sticker)

xR3, xR4:  At the back below the Octane Fitness logo

Q45/Q47 ERROR CODES 2, 3, 20, 21, 22, 30, 31 OR 32

These error codes indicate a communication error between one of the stride motors and the lower control board.

Follow these steps to identify the issue:

  • Unplug the unit and swap the two stride motor plug cables located on the lower control board inside the machine.
  • Plug the unit back in and check the error code again.
  • If the error code is the same as it was before you swapped the cables, the issue is in the lower control board.
  • If the error code switched from an error 2, 21, 22 or 23 to an Error 3, 30, 31 or 32, the issue is in the left stride motor.
  • If the error code switched from an error 3, 31, 32 or 33, to an Error 2, 20, 21 or 22 the issue is in the right stride motor.

Contact Octane Fitness or your local dealer to replace the faulty part.

CONSOLE DISPLAYING ERROR CODE 1, 2 OR 3

This is a brake error, indicating that the servomotor may not be working properly.

Check the following items to resolve the issue:

  • Is the brake cable seated properly in the slot on the brake?  Make any necessary adjustments.
  • Is the brake cable cracked or broken?  If so, replace it with a new brake cable.
  • Are you able to manually move the brake?  Do the shoes move freely? Adjust as necessary.

If none of these adjustments resolved the brake error, contact Octane Fitness or your local dealer for assistance.

WHY IS THERE NO HEART RATE READING DISPLAYING ON MY CONSOLE?

If you are wearing a chest strap:

  • Make sure it is snug against your bare skin at the bottom of your pectoral muscles with the Octane Fitness/Polar logo facing away from your body and right side up.
  • Moisten the back of the strap with water for better contact.

If you are using the digital contact grips:

  • Make sure that your hands are firmly grasping the grips and that you maintain a constant grip. If you let go, you will lose your heart rate reading.
  • Contact heart rate readings will override your chest strap reading.
  • Also, check the heart rate cable connection(s) on the console back (and at the bottom of the seat back on the xR6) to make sure the connectors are properly seated.

WHY WON’T MY ELLIPTICAL POWER ON?

If your elliptical will not power on, check the following:

  • Is the unit plugged in?  Check at the wall, at the power input of the machine, and at the power supply.
  • Is there power from the wall?  Plug a lamp or radio into the outlet. Does it go on? Does a light switch control the outlet?
  • Is the console properly connected to the base unit?  Refer to your assembly instructions to remove the console and check the connections from the console to the upright tube and the connection below the mast boot.

WHERE IS THE HEART RATE RECEIVER LOCATED ON MY XR6?

The heart rate receiver is located behind the plastic cover on the back of the seat.

MACHINE GOES INTO PAUSE MODE DURING WORKOUT

This may result from the speed sensor being misaligned. Follow the instructions in your assembly instructions to remove the top cover, then test and align the speed sensor.

KEYPAD BUTTONS ARE NOT RESPONDING

The keypad may be faulty or a button may be stuck.

Follow these steps to identify the problem:

  • Run the keypad diagnostics by holding down Time +/- and Level +/- at the same time.
  • When D3 (Keypad test) is displayed, press Enter to start the test. (On older black models the test begins automatically.)
  • Press each button on the keypad and you should hear a beep. If a button does not beep, the key may be stuck or the membrane could have been damaged and will need to be replaced.
  • To exit the Keypad test, press Pause Clear two times.

Q45/Q47 ERROR CODE 11

This code indicates a communication error between the console and lower control board. Try unplugging and replugging in the connections on the back of the console and on the lower control board (located under the top main cover) to clear the error.

If the error is not cleared, contact Octane Fitness for additional instructions.

WHY DOES THE CONSOLE BLINK ON AND OFF?

If your product is a Q45 or Q47, check to see if the power supply LED is blinking, indicating a power supply issue. Console may also blink on and off due to a bad connection between the console and base. Check the connection to the console and the connection at the bottom of the console upright tube.

THE ROLLER WHEELS ARE NOISY OR CAUSING A VIBRATION, WHAT SHOULD I DO?

This is likely caused by a build-up of foreign material on the chrome rails and/or wheels. The problem may be fixed by cleaning the chrome rails and wheels. To do so, wipe down the chrome rails and each wheel with a dry cloth. If needed, use a mild soapy solution to remove excessive build up, then wipe with a dry cloth.

DO NOT use WD-40 or silicone spray. Use of such products will invalidate your product warranty.