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. Turn on the Reset Fitness TV App on all TVs, starting with TV 1, then TV 2, TV 3, and so on.
  2. Go back to TV 1.
  3. Using the Apple TV remote, press the middle OK/Select button to start the workout.
The app did not start the workout automatically on time
  1. Go to TV 1 first. TV 1 controls the workout for all TVs.
  2. Using the Apple TV 1 remote, press the middle (OK) button to start the workout.
The TV app shows a black screen
  1. Close the Reset Fitness TV App on every TV.
    • Press the Back button twice on each Apple TV remote.
    • You can do the TVs in any order.
    • When finished, each TV should show the app image/home screen.
  2. Go to the Sync computer.
  3. Check the Reset Sync App.
    • Make sure it is open.
    • The status should say Online.
    • Next Download should show tomorrow's date.
  4. Check that the workout videos are downloaded.
    • Open the Videos folder using the shortcut on the left side of the window.
    • Make sure the required workout videos are there.
  5. If the videos are missing:
    • Click RELOAD DATA.
    • Wait for the download to finish, usually 5 to 10 minutes.
    • Do not continue until you see the download has finished with 0 Failed, or Next Download is shown.
  6. If the Reset Sync App is not open:
    • Double-click the Reset Sync App icon on the desktop.
    • Click RELOAD DATA.
    • Wait for the download to finish before continuing.
  7. Once the download is complete:
    • Open the Reset Fitness TV App again on TV 1, then TV 2, TV 3, TV 4, TV 5, and TV 6.
    • Return to TV 1.
    • Press the middle (OK) button on the Apple TV remote to start the workout.
A workout video freezes
  1. Wait until the current exercise or timer finishes. Sometimes the video starts playing again by itself.
  2. Check if the next exercise starts normally.
  3. If the video is still frozen or the problem happens again, report it to the Tech Team.
Smart Coach shows "No workout scheduled"
  1. Close the Smart Coach App.
  2. Open the Smart Coach App again.
  3. 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.