Guide 03

Troubleshooting Flows

Follow these guided responses for launch timing issues, playback problems, missing videos, signal failures, and Smart Coach errors.

I missed launching the TV app on time
  1. Open the Reset Fitness TV App on all TVs in the correct order, starting from TV1.
  2. Go to TV1 and use the center select/OK button on the Apple TV remote to manually start the workout.
The app did not start the workout automatically on time
  1. Go to TV1 first, because TV1 controls the workout start for the full screen setup.
  2. Use the center select/OK button on the Apple TV1 remote to manually start the workout.
The TV app shows a black screen
  1. Exit the TV App fully on each TV by pressing the back button twice on each Apple TV. You can quit the app in any TV order, but make sure all TVs are showing the app image after exiting.
  2. Go to the Sync system and check whether the Reset Sync App is open and running with the status showing Online. Also confirm the message Next Download shows tomorrow's date.
  3. If the Sync App is open, check whether the required workout videos are available in the videos folder. You can find the videos folder in the sidebar quick links of any folder window.
  4. If the Sync App is running but videos are missing, select RELOAD DATA to download the missing content again and wait until the download finishes. This usually takes around 5 to 10 minutes, depending on the internet speed.
  5. If the Sync App is not running, open it by double clicking on the app icon from the desktop, select RELOAD DATA, and wait until the download completes.
  6. Only continue once you see Next Download or a completed download message showing the videos finished downloading with 0 failed.
  7. Relaunch the TV App again in the correct order, starting with TV1 through TV6, and manually start the workout.
A workout video freezes
  1. Wait until the current set or timing block finishes, as some brief playback delays may recover on their own.
  2. Check whether the next movement or next set starts normally.
  3. If the video remains frozen or the same issue continues again, report it to the Tech Team.
Smart Coach shows "No workout scheduled"
  1. Close the Smart Coach App and reopen it.
  2. If the workout still does not appear, contact the Tech Team.
Smart Coach app crashes
  1. Close the Smart Coach App and reopen it once to confirm whether the crash was temporary.
  2. If the app crashes again or does not reopen correctly, contact the Tech Team.