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Troubleshooting FAQs

Find solutions to some of the most common issues with your machine.

I can’t find my power adapter or I damaged my power adapter.

Resolution: Replace Power Cord

  1. Replacement power cords are available from Horizon Fitness. First, determine which cord will work with your product by checking the power cord guide. To purchase the replacement power cord, visit the Horizon Fitness replacement parts section.
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No console display.

Resolution: Power source

  1. Verify that the power cord is securely plugged into the wall outlet.
  2. Verify that the treadmill switch is turned on.

Resolution: Crimped power cable

  1. Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  2. Check power cord for pinches or crimps.
  3. Verify that the treadmill is on a dedicated 15-amp circuit. CONTACT AN ELECTRICIAN TO VERIFY IF NECESSARY.

Resolution: Tripped circuit breaker

  1. Find the power control box for outlet and verify that specified circuit has not been tripped. CORRECTIVE ACTION: Reset breaker and try machine again.

Resolution: Cable connections

  1. Turn the power off, unplug the power cable and wait 60 seconds. Remove the motor cover. Wait until all red LED lights have gone off on the motor control board before proceeding.
  2. Next, verify that none of the wires connected to the lower board are loose or disconnected
  3. Turn the power off, unplug the power cable and wait 60 seconds. Remove the motor cover. Wait until all red LED lights have gone off on the motor control board before proceeding. Next, verify that none of the wires connected to the lower board are loose or disconnected.
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The elevation function is not working properly.

Resolution: Incline motor issues

  1. Unplug the treadmill from the outlet. Wait approximately 60 seconds, allowing the lower board to discharge built-up energy.
  2. Remove the motor cover.
  3. Verify that there are no lights lit on the lower circuit board (this indicates built-up energy has discharged and it is safe to check it).
  4. Verify that all wires are securely and correctly placed on the lower circuit board, especially the large wire harness on the top of the circuit board with 12 different colored wires coming out of it.
  5. Double check that all connections are secure, especially the console cable. Unplug and reconnect the console cable at the top of the console mast – see the assembly instructions in the owner’s manual for this step.
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All or some of the keys on the console do not work.

Resolution: Keypad troubleshooting

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Can’t acquire/read heart rate.

Resolution: Heart rate troubleshooting

  1. Good contact with the grip is essential. Before taking pulse, stop walking and step on side rails and place hands on contacts.
  2. Try gripping the handlebar contacts over the top, with your thumb next to your index finger instead of gripping it with your thumb under the handlebars.
  3. Verify that there are no lights lit on the lower circuit board (this indicates built-up energy has discharged and it is safe to check it).
  4. Contact heart rate grips are not intended for continuous reading. Rather, try holding the grips for 10-20 seconds at a time for an accurate reading.
  5. Static electricity can damage the heart rate grip receiver and/or grips and cause either an “HR” or no reading at all.
  6. Refer to the product manual that came with your machine for more information on the heart rate function.
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Excessive static electricity

Resolution: Eliminate static

  1. Stay away from nylon clothing. Wear cotton clothing to reduce static on the body.
  2. Use an anti-static spray on clothing and/or around treadmill.
  3. Try a different pair of shoes. Some shoes seem to add to static shocks.
  4. Use humidifier to increase humidity in the air.

Resolution: Improper grounding

  1. Verify that the power cord is plugged into a 3 prong outlet without using a two pronged adapter

Resolution: Rubber mat

  1. Place a rubber mat under the treadmill to reduce the static carried from the carpet.

Resolution: Lubricate deck

Resolution: Checking running belt and deck

  1. A worn belt and deck can contribute to premature motor and motor control board failure.
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My running belt does not move.

Resolution: Check cables or loose wires.

  1. Double check that all connections are secure, especially the console cable. Unplug and reconnect the console cable at the top of the console mast – see the assembly instructions in the owner’s manual for this step.
  2. Make sure the console cable is not pinched or damaged in any way.
  3. Turn the power off, unplug the power cable and wait 60 seconds. Remove the motor cover. Wait until all red LED lights have gone off on the motor control board before proceeding. Next, verify that none of the wires connected to the lower board are loose or disconnected.

Resolution: Check running belt and deck.

A worn belt and deck can contribute to premature motor and motor control board failure. top

The message “safety key off” displays across the console window.

Resolution: Safety key troubleshooting

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Running belt is loose, drifting or slipping.

Resolution: This issue can be resolved by aligning/centering and tensioning the running belt.

Take caution when centering the belt. Do not run belt faster than 1 mph and keep fingers, hair and clothing away from belt at all times.

If the running belt is too far to the right side: Using the supplied Allen wrench and with the treadmill running at 1 mph turn the LEFT adjustment bolt counter-clockwise a ¼ turn and wait for the belt to adjust itself. Use the motor cover marking or part line as a reference for alignment. Repeat if necessary, until the belt remains centered during use.

If the running belt is too far to the left side: Using the supplied Allen wrench and with the treadmill running at 1 mph turn the LEFT adjustment bolt clockwise a ¼ turn and wait for the belt to adjust itself. Use the motor cover marking or part line as a reference for alignment. Repeat if necessary, until the belt remains centered during use.

If you find the belt is slipping because it is too loose, center it then tension as needed. For easier adjustment bolt access, remove the end caps.

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The banding straps were removed before Assembly Step 1 was completed.

Resolution: The air shocks have been engaged prematurely

  1. Tilt the machine on its nose by lifting the deck (light end) upwards.
  2. Step on the foot latch and fold down the deck so that it is horizontal.
  3. You may now proceed with Assembly Step 1.
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The message “LUBE” or “LUBE BELT” scrolls across the console display window. The treadmill will not operate while the message is displayed.

Resolution: Lubricate the treadmill running deck

Resolution: Check running belt and deck.

  1. A worn belt and deck can contribute to premature motor and motor control board failure.
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Treadmill is making noises.

Resolution: Noise issues service guide

Resolution: Lubricate

  1. Temporarily suspend the message for five miles by holding the STOP key for five seconds.
  2. Reset the console by pressing the STOP and SPEED “+” or “^” for five seconds.
  3. If you need to purchase additional lubricant for your treadmill, please visit the accessories page

Resolution: Check running belt and deck.

  1. A worn belt and deck can contribute to premature motor and motor control board failure.
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Treadmill will stop and reset or running speed is erratic.

Resolution: Keypad issues

Resolution: Power source

  1. Verify that the treadmill is plugged directly into the wall, not into an extension cord, surge protector or power strip. CORRECTIVE ACTION: If the treadmill is plugged into an extension cord, surge protector, or power strip, plug the machine directly into the wall.
  2. Verify that the treadmill is on a dedicated 15-amp circuit. CONTACT AN ELECTRICIAN TO VERIFY IF NECESSARY.
  3. Verify circuit is not sharing power with appliances, computers, TV’s, etc. CORRECTIVE ACTION: The treadmill should be plugged into a 15-amp dedicated circuit by itself. Sharing circuits can cause a failure of the electronic components.

Resolution: Console Wiring

  1. Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  2. Remove screws that hold the console electronics to the console housing.
  3. From the top of the console, gently lift the console faceplate and electronics from the console housing.
  4. Check that the console cable (a gray or black cable) is securely attached to the console circuit board. CORRECTIVE ACTION: Reattach cable securely if needed.
  5. Replace the console faceplate and replace the screws that hold the console electronics to the console housing.
  6. Locate the male-female connection between the console and mast. Make sure the connection is secure. CORRECTIVE ACTION: Reattach the connection securely if needed.
  7. Remove motor cover. Verify that there are no lights lit on the lower circuit board.
  8. Check that the console wiring is securely connected to the circuit board. CORRECTIVE ACTION: Reattach securely if needed.
  9. Replace motor cover.
  10. Plug treadmill in and check status.

Resolution: Belt Tension/Lubrication

  1. Refer to your owner’s manual on how to tension and lubricate machine properly. CORRECTIVE ACTION: If the rollers and deck feels hot after a short use, it could indicate lack of lubrication.

Resolution: Lubricate the treadmill running deck

Resolution: Treadmill needs to be recalibrated

  1. The treadmill may need to recalibrated back to its original factory settings.
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Speaker/Audio Issues

Resolution: Speaker/Audio issues service guide

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The display on the treadmill is showing only dashes, 8’s or reads “Safety Key Off.”

Resolution: Safety key reed switch troubleshooting

  1. The dashes or screen saver mode are an indicator of the safety key being off.
  2. Verify that the safety key is in place on the console - either inserted or magnetically attached
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I cannot find my power adapter - I damaged my power adapter.

Resolution: Replace power cord

  1. Replacement power cords are available from Horizon Fitness. First, determine which cord will work with your product by checking the power cord guide . To purchase the replacement power cord, visit the Horizon Fitness replacement parts section.
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Console resets or has an erratic readout during a workout/console does not show full LCD display in every window

Resolution: Weak Batteries

  1. Batteries in console may be weak (non-programmable models that do not plug into wall outlet).
  2. Replace the batteries in console with fresh batteries.
  3. Check the power source to verify proper voltage and the plug is secure

Resolution: Weak Batteries

  1. If necessary, unplug elliptical from wall outlet. Wait 60 seconds.
  2. Remove the four screws that hold the console on the mast.
  3. Verify that the console’s wiring connection points are securely connected and not loose.
  4. Reassemble the console, plug in the elliptical if necessary and check issue.

Resolution: Console power troubleshooting guide

  1. Note: some products use a power adapter while others use a power cord.
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Heart rate is erratic or heart rate function is not working.

Resolution: Heart rate troubleshooting

Resolution: Improper Grip

  1. Good contact with the grip is essential. Before taking pulse, stop walking and step on side rails and place hands on contacts.
  2. You may be gripping the heart rate handlebars too tight. Try to maintain moderate pressure while holding onto the heart rate handlebars.
  3. Try gripping the handlebar contacts over the top, with your thumb next to your index finger instead of gripping it with your thumb under the handlebars.
  4. Contact heart rate grips are not intended for continuous reading. Rather, try holding the grips for 10-20 seconds at a time for an accurate reading.
  5. Static electricity can damage the heart rate grip receiver and/or grips and cause either an “HR” or no reading at all.
  6. Refer to the product manual that came with your machine for more information on the heart rate function.
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No resistance change or erratic or continuous resistance change. Resistance is too hard or too weak.

Resolution: Power supply

  1. Verify the power supply and make sure that the adapter is the correct voltage.
  2. Verify which program is being used; preset programs will change resistance automatically.
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Wireless chest strap: heart rate is erratic or is not functioning properly.

Resolution: Interference

  1. Electromagnetic interference may be occurring. Check immediate area for causes of interference: florescent lighting, electric dog fences, large electric motors, etc.
  2. Corrective Action: If the wireless heart rate monitor still does not function properly, contact Horizon Fitness Tech Support at 1-800-244-4192.
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Speed/Distance/RPM reading and checking the speed sensor

Resolution: Service guide

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What if the pedal breaks on my elliptical?

Johnson Health Tech has identified a potential problem with 2009-2010 elliptical models manufactured under the Horizon Fitness brand name. In some instances, it is possible for the pedal to become disengaged, which has the potential to cause a user to slip and fall. Most of the issues are occurring directly out of the box and no injuries have been recorded. This issue can be fixed through replacement of the pedal link arm and foot pedal.

The EX-58, EX-68, EX-78, GS1050E and CE5.1 models are affected. If you have purchased one of these models, we ask that you cease using it immediately until we determine if your unit is part of the recall.

We are actively working on a voluntary corrective action plan, including a repair process. If you own one of these units, please cease use immediately and contact Johnson Health Tech at 1-800-244-4192, or at ellipticalsupport@horizonfitness.com for further instruction.

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What if my EX-59 Elliptical screen is blank?

Updating the software to the most current version will usually solve this issue.

Here’s how to update the software:

  • Visit the Software Updates page and scroll to locate the EX-59 in the list of units to find the most current version of the software.
  • Click to download the zip file onto your computer.
  • Extract the files and copy them from your computer to your USB stick.
  • Turn your elliptical OFF and insert the USB stick into the USB port on your treadmill’s console.
  • Turn your elliptical ON. Some console updates will automatically begin, some may require user input. Simply follow the prompts on the console as your software is being updated.

You can also watch this video for more detailed instructions.

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Console resets, has an erratic readout during a workout, or doesn’t show full display in every window.

Resolution: Batteries in console may be weak (non-programmable models that do not plug into wall outlet).

  1. Replace the batteries in console with fresh batteries.
  2. Verify the correct power adapter is being used (if applicable)
  3. Check the power source to verify proper voltage and the plug is secure

Resolution: Console Connection

  1. If necessary, unplug bike from wall outlet. Wait 60 seconds.
  2. Remove the four screws that hold the console on the mast.
  3. Verify that the console’s wiring connection points are securely connected and not loose.
  4. Reassemble the console, plug in the bike if necessary and check issue.
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Can’t find the proper saddle/seat position.

Resolution: Correct Seat Adjustment

  1. The saddle on an upright or the seat on a recumbent bike should be set so that there is a slight bend in your knee at the bottom of your pedal stroke (with the "ball" of your foot over the axel of the pedal).

Resolution: Saddle Height Adjustment

  1. To set the saddle height on an upright bike, unscrew the seat pin counterclockwise approximately 2 revolutions.
  2. Hold the saddle and pull the knob away from the machine. Position the seat post in the correct position.
  3. Release the pin and turn the knob clockwise so that there is no "side to side" play in the seat post.
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Console does not display speed, RPM or distance during a workout.

Resolution: RPM display troubleshooting

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Heart rate is erratic or heart rate function is not working.

Resolution: Improper Grip

  1. You may be gripping the heart rate handlebars too tight. Try to maintain moderate pressure while holding onto the heart rate handlebars.
  2. 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.
  3. Contact heart rate grips are not intended for continuous reading. Rather, try holding the grips for 10-20 seconds at a time for an accurate reading.
  4. Static electricity can damage the heart rate receiver and/or grips and can cause either an “HR” or no reading at all.
  5. Static electricity can damage the heart rate grip receiver and/or grips and cause either an “HR” or no reading at all.
  6. Remove the console and verify that the heart rate cables are attached properly, making sure that the cables are securely inserted into the console.
  7. Refer to the product manual that came with your machine or the service guide for more information on the heart rate function
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I cannot find my power adapter/I damaged my power adapter.

Resolution: Replace power adapter

  1. Replacement power adaptors are available from Horizon Fitness. First, determine which adaptor will work with your product by checking the power cord guide. To purchase the replacement power adaptor, visit the Horizon Fitness replacement parts section
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Internal/external noise when pedaling, rough feel while pedaling.

Resolution: Brake is rubbing against the flywheel.

  1. Magnetic brake is rubbing against the flywheel. Contact Horizon Fitness Tech Support at 1-800-244-4192.
  2. The pedals will be very difficult to move and a screeching sound may be heard when attempted. The brake should be replaced.

Resolution: Leveling

  1. Machine may not be on a level surface. Verify surface is level and adjust levelers on the machine as needed. Refer to your owner’s manual for location of levelers.

Resolution: Bolts

  1. Improper assembly or loose assembly bolts. Verify assembly steps using owner’s guide. Tighten all bolts used for assembly.
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No resistance change or erratic or continuous resistance change. Resistance is too hard or too weak.

Resolution: Power Supply

  1. Verify the power supply and make sure that the adapter is the correct voltage
  2. Verify which program is being used; preset programs will change resistance automatically.

Resolution: Resistance service guide

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Seat slips backward (or the front of the machine moves forward) while pedaling.

Resolution: Seat assembly

  1. Verify assembly steps of seat.
  2. Refer to the assembly guide in your owner’s manual to verify that the seat is correctly assembled.

Resolution: Locking Mechanism

  1. Check to see that the seat locking mechanism located directly below the seat bottom is locked when riding. CORRECTIVE ACTION: If the mechanism is locked and movement still occurs, tighten the two bolts on either side of the seat locking mechanism.
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The bike makes a squeaking or chirping noise.

Resolution: Leveling

  1. Machine may not be on a level surface. Verify surface is level and adjust levelers on the machine as needed. Refer to your owner’s manual for location of levelers.

Resolution: Bolts

  1. Loosen all the bolts attached during the assembly process, grease the threads, and tighten again
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The seat on a upright bike is locked into place but wobbles from side to side.

Resolution: See “Can’t find the proper saddle/seat position”

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When riding the recumbent bike, it feels like the seat will tip to the side.

Resolution: Proper leveling

  1. Ensure that the unit is placed on a level floor.
  2. Ensure that the stabilizing feet on the rear frame are correctly positioned on the floor.

Resolution: Locking mechanism

  1. Verify locking mechanism is working properly
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Difficulty assembling the left pedal

Resolution: The left pedal is reverse threaded.

  1. Please refer to the assembly section of the Owner’s Manual for instructions on how to properly assemble.
  2. Failure to follow these instructions may damage the pedal and/or crank.
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