FAQs

All LifeSpan products have been designed and manufactured to be reliable and easy to use. However if you are having a problem, the frequently asked questions listed below for your product may help you find the cause. If you don't find the answer to your question here or need to request parts, please contact our customer service department and we will be happy to assist you.

Treadmill FAQs

How do I lubricate my treadmill belt?

Pull the running belt away from the deck with one hand and with the other hand, insert the silicone spray nozzle underneath the running belt and spray the silicone towards the center of the running belt. Follow this procedure spraying up and down both sides of the running belt, applying a total of 1-oz of 100% silicone lubricant. Rotate the running belt by hand one-half a revolution so that you reach the portion of the running belt that was not lubricated, then repeat the lubrication process. When complete, run the treadmill for approximately 3 minutes at 3 mph, distributing the silicone across the running belt and deck.

Note: When lubricating the belt, make sure the treadmill is located on a surface that can be easily cleaned. After lubricating you treadmill running belt, clean any excess silicone off the belt and frame.

We recommended you wipe the treadmill down after each use to keep the treadmill clean and dry. A mild detergent may be used at times to help remove all dirt and salt from the belt, painted parts, and the console.


How can I purchase an additional LifeSpan Club membership?

Success is better when it's shared! To purchase additional LifeSpan Club membership please visit the following webpage.


Why didn't my equipment come with a USB drive?

We no longer provide USB drives with our fitness equipment; we apologize for any inconvenience this may cause. We have concluded that most, if not all, of our customers have multiple USB drives already in their possession. Since common USB drives will function with LifeSpan i-Series equipment, we determined that it was ultimately more beneficial to not include a drive and pass those savings onto our customers. We do, however, recommend that your chosen USB drive be used exclusively for use with your treadmill and that if multiple users utilize a single LifeSpan product that they both have unique drives.


What does an E1 error code mean?

An E1 error code is a very broad code. It is important to know when the E1 occurs and what was being done when it occurred. An E1 code just means that the console is not getting a reading from the reed switch (Speed Sensor).

If the running belt moves for about 6 seconds and then produces the E1 error, this is most commonly a result of the running belt needing lubrication. The motor control board will shut down due to the motor pulling too much current, triggering a safety shut down. It is important to maintain a proper lubrication schedule for your treadmill. The lubrication frequency will vary depending on the model, please refer to the lubrication instructions in the owner's manual. When lubricating be sure to use 100% pure silicone non-aerosol lubrication, applying 1-oz.

After lubricating the running belt, if you still continue to have problems, the running belt may have become glazed. This is a term used that describes the pores on the underside of the running belt having become closed due to excess friction. When this occurs, the running belt can no longer absorb lubrication. In this instance you may need to replace the running belt, continued use can lead to damage of other components such as the motor and the motor control board.

If there is no belt movement, or you notice a burning smell coming from the motor area, this may be an indication the motor or motor control board has become damaged. Without lubrication, continued use can cause damage to the motor and/or the motor control board, which may require replacing of these components. When replacing either of these components it is important to replace the running belt as well, preventing the friction from damaging the newly installed components, or other components in the machine.


Why is the treadmill console erratic or not lighting up?

Check to make sure the treadmill is properly plugged in, turn the power switch off and back on again and make sure the safety key is in place. Check all wire harness connections to be sure they are all properly connected. If the problem persists, please fill out a customer service request form.


Why is the running belt not staying in the center of the treadmill or sliping during use?

First, check to make sure the treadmill is level, then refer to the instructions in your treadmills owner's manual on how to tension and adjust the running belt.


Why doesn't the treadmill speed match the QuickSet™ buttons?

If the treadmill speed starts at 1.6 and goes to 10, it is set up in Metric Mode. Press Mode till the console reads “KM/M”. Press the Up/Down buttons to change between English and Metric Mode.


Why is my heart rate erratic or not picking up?

Make sure your hands are moist. Make sure all connectors at the back of the console are properly connected and no wires are damaged. If wearing a chest strap make sure the batteries are good and that the electrodes are moist and positioned properly on your chest.


What does the silicone icon lighting up on the console mean?

Lubricate the running belt with 100% pure silicone. Then simultaneously press and hold the Speed down and Start buttons the light turns off.


What does it mean if my treadmill is showing an E6 or E7 error?

Turn the power off and wait five seconds and turn back on. Get into test mode and enter through the I/O testing step. The time read out has the potentiometer value of the incline motor. This will need to be set so that the values are between 1990 and 2000. If the value in the time read out is 1990, press the incline Up button one time. This will cause the incline motor to raise the running deck up increasing the potentiometer reading. Pressing the incline Up button a second time will stop the deck. If the value in the time read out is above 2000 use the incline Down button to lower the value.


Where can I place an order for parts online?

We currently do not have parts available online for purchase. However you can fill out a customer service request form and request the information or parts you need. If we have all the information listed in the form it helps us to ensure the correct parts and pricing are provided to you.


How do I find a local service company to repair my treadmill?

Please use this online form to request customer support from LifeSpan. The information will allow us to locate the companies closest to you that are familiar with your treadmill.

Exercise Bike FAQs

Why didn't my equipment come with a USB drive?

We no longer provide USB drives with our fitness equipment; we apologize for any inconvenience this may cause. We have concluded that most, if not all, of our customers have multiple USB drives already in their possession. Since common USB drives will function with LifeSpan i-Series equipment, we determined that it was ultimately more beneficial to not include a drive and pass those savings onto our customers. We do, however, recommend that your chosen USB drive be used exclusively for use with your treadmill and that if multiple users utilize a single LifeSpan product that they both have unique drives.


Where can I place an order for parts online?

We currently do not have parts available online for purchase. However you can fill out a customer service request form and request the information or parts you need. If we have all the information listed in the form it helps us to ensure the correct parts and pricing are provided to you.


How do I find a local service company to repair my bike?

Please use this online form to request customer support from LifeSpan. The information will allow us to locate the companies closest to you that are familiar with your treadmill.


What do I do if my bike is unstable or rocks when I use it?

Make sure the bike is on a solid, level surface. Adjust the front adjustment feet until all four feet are sitting solid on the floor.


Why isn't the console turning on?

Try using another outlet or testing something else with the outlet to make sure it is receiving power. If the outlet is in fact working and the console continues to receive no power please contact LifeSpan customer service.


Why is there a rough feeling in the pedals?

Check to make sure everything associated with the pedals is tight, if problem continues, contact LifeSpan customer service for replacement pedals.


Why is there excess movement in the handlebars or frame?

Using the provided assembly tools, go over the bike to make sure all assembly hardware is tight.

MyStride Activity Monitor FAQs

What are the computer requirements to be able to upload my data via the USB?

Operating system and hardware compatibility:

Windows

  • 2.33 GHz or faster x86-compatible processor, 512 MB of RAM (1 GB recommended).
  • Windows 8, Windows 7, Windows Vista

Macintosh OS X

  • Intel Core™ Duo 1.83 GHz or faster processor
  • Mac OS X 10.6 or later
  • 512MB of RAM

Adobe Flash Version (note this is not the Flash browser plug-in)

  • Version 9 or later (June 2006). If this is not present, the correct version will be downloaded during IDC installation.

Treadmill Desk FAQs

Where do I find the serial number?

You can find the treadmill serial number on the front of the treadmill on the left side of the frame rail. The desk serial number can be found underneath the desktop surface, on the back side of the cable management bracket for the DT7 and DT5 desks.


What should I do if I hear a rubbing noise toward the front of the treadmill?

The most common reason for this is the walking belt has moved toward one side of the treadmill and is rubbing on the side rail. First check to be sure the treadmill base is level as the belt will always move toward the lower side when someone is walking on the belt. The other reason for the belt drifting would be from leaning on the desk in a way that the user is causing the belt to go to one side. Check to see which side the belt is rubbing on and use your foot to push the belt toward the center again. This is the most common issue as it is easy to start focusing on work and not realize you are walking in a way that is causing the walking belt to slide to one side. See waking belt adjustment for help with centering and adjusting the walking belt.


How can I return to the speed I was walking prior to pausing the treadmill desk?

A new feature has been added to the console firmware that allows the user to restart the treadmill to the speed the user was walking prior to pausing the treadmill. When this feature is turned on, the treadmill will automatically restart at the same speed being used prior to pausing or stopping the treadmill.


When I step off my treadmill for 20 seconds why does my treadmill pause or stop?

The treadmill has an option built in called Intelli-Guard™. This feature automatically pauses the treadmill when the user stops walking for 20 seconds. This is a built in safety feature to keep someone from accidentally stepping on a moving belt. This feature can be turned off by going into personal settings and manually turning it off.


What happens if I walk more than the recommended hours of use?

Hours of use is a general rule of thumb on how many hours of regular daily use the treadmill is designed to handle. Components like motors, walking belts and bearings tend to wear over time. To support higher daily use we incorporate higher quality and of course more expensive components. Don't be concerned about occasionally walking more than the recommended daily use, but if you expect to do this on a regular basis you may want to consider a higher end model.


What maintenance is required?

For a treadmill desk we use a 100% silicone treadmill lubricant on the bottom of the walking belt. This is to reduce the friction between the back of the walking belt and the top surface of the deck. Over time, and depending on usage and environmental circumstances, the silicone tends to dissipate and dry out. We recommend lubricating the TR800 and TR1200 models every 3 months. The TR5000 is designed to require minimal maintenance but lubricating once a year will help reduce friction. Periodically we recommend inspecting the walking belt to make sure the belt is properly centered on the deck. If the belt is off center and starting to rub on either side, adjust the belt position.


How do I turn off the audible safety alert (beeping)?

Our treadmills have an audible safety alert to notify the user when the treadmill is starting, as well as when the speed is being adjusted. You may find this alert distracting in an office setting. To turn this feature on and off, get into engineering mode by simultaneously pressing and holding the Stop button first and then the speed Up button until F001 shows in the display. Press the Down arrow on the console until F015 shows in the display. Next, press enter until either “on” or “off” appears in the display. Now press the Down arrow to turn the audible alert off or the Up arrow to turn it on. To finish, press Enter and remove and re-install the safety key.

Note: Turning the audible safety alert off will also disable the alert for Intelli-Guard.


What should I do if the console doesn't turn on?

If the console just blinks when you press the Start button, the console is in sleep mode. Press and hold the On/Start button for 4 seconds and the console should turn on. If the console does not turn on, unplug the treadmill for 10 seconds, then plug the treadmill back in.


What does an E1 error code mean?

An E1 error code is a very broad code. It is important to know when the E1 occurs and what was being done when it occurred. An E1 code just means that the console is not getting a reading from the reed switch (Speed Sensor).

If the running belt moves for about 6 seconds and then produces the E1 error, this is most commonly a result of the walking belt needing lubrication. The motor control board will shut down due to the motor pulling too much current, triggering a safety shut down. It is important to maintain a proper lubrication schedule for your treadmill. The lubrication frequency will vary depending on the model, please refer to the lubrication instructions in the owner's manual. When lubricating be sure to use 100% silicone lubricant, applying 1-oz.

After lubricating the walking belt, if you still continue to have problems, the walking belt may have become glazed. This is a term used that describes the pores on the underside of the walking belt having become closed due to excess friction. When this occurs, the walking belt can no longer absorb lubrication. In this instance you may need to replace the walking belt, continued use can lead to damage of other components such as the motor and the motor control board.

If there is no belt movement, or you notice a burning smell coming from the motor area, this may be an indication the motor or motor control board has become damaged. Without lubrication, continued use can cause damage to the motor and/or the motor control board, which may require replacing of these components. When replacing either of these components it is important to replace the walking belt as well, preventing the friction from damaging the newly installed components, or other components in the machine.


What does dc-6 showing up on the console display mean?

A dc-6 error showing on the display means there is an error going on with the lower electronics and the treadmill needs to be turned off for 10 seconds and then turned back on. If the treadmill works fine, there are no issues to be concerned with. If this happens multiple times, please contact LifeSpan http://www.lifespanfitness.com/support/customer-service">customer service for assistance.


What does Uart showing up on the console display mean?

This is a communication error between the lower and upper electronics. Please turn the power off, unplug the treadmill and check all connections made during assembly. Make sure all connectors are good and no pins in the connectors are bent. Securely re-attach all connectors, plug the power cord in and turn the power switch on. If the console turns on and everything works correctly the product should be ready to go. If the Uart error is still there, contact LifeSpan customer service for support.


Why isn't the console connecting with my computer via Bluetooth?

Windows

  1. Press the Bluetooth button on the treadmill desk console. The blue LED will blink.
  2. Launch the app and log in.
  3. The app should connect wirelessly to the console, displaying "Connected" with the Bluetooth LED glowing steadily.
  4. Start the treadmill desk.
  5. When you're done using the treadmill desk, press and hold Stop until the treadmill desk resets, then click Account Sync in the app to transfer your data to your online LifeSpan Club account.

Macintosh

  1. Press the Bluetooth button on the treadmill desk console. The blue LED will blink.
  2. Launch the app.
  3. The app should connect wirelessy to the treadmill desk console in about 5 seconds. The Bluetooth LED on the console should glow steadily.
  4. Log in.
  5. Start the treadmill desk.
  6. Any time you press the Stop/Pause button, the app will automatically sync your data with your online LifeSpan Club account.

Bike Desk FAQs

Where do I find the serial number?

You can find the bike serial number on the back of the bike drive system covers. The desk serial number can be found underneath the desktop surface, on the back side of the cable management bracket for the DT7 and DT5 desks.


What should I do if the console doesn't turn on?

If the console just blinks when you press the Start button, the console is in sleep mode. Press and hold the On/Start button for 4 seconds and the console should turn on. If the console does not turn on, unplug the bike for 10 seconds, then plug the bike back in.

App FAQs

[Train & Trac] Do I need a Club account to use the app?

No, the app will properly control the treadmill or bike and display all the exercise data. However, some advanced features, such as heart rate zones and data collection, won't be available. These functions depend on a connection with a Club account to function.


[Train & Trac] Does the app work on my iPhone?

No. Presently this app is only available on the iPad.


[Active+ or Treadmill Desk] What are the computer requirements to use the app?

Windows Vista or later; Macintosh OS X 10.7 or later. For Windows users, your computer must also have Bluetooth capabilities. If it does not, you can purchase a Bluetooth adapter.


[Active+ or Treadmill Desk] Do I need a Club account to use the app?

Yes. The main function of the app is to collect your exercise data for storage in your online account. This app was designed around the use of a LifeSpan Club account.


[Active+ or Treadmill Desk] Why isn't my exercise data showing up in my Club account?

Note: the app must be running the entire time you are using your desk product. If you start the app after you have been using your desk product for any period of time, you will lose your earlier data. This is done to guarantee that multiple users of a single LifeSpan product do not accidentally download one another's data.

There is a particular method of app operation that produces the most consistent results:

  1. Press the Bluetooth button on the treadmill desk or bike desk console.
  2. Launch the app and make sure it is wirelessly connected to the desk.
  3. Begin your activity.
  4. When you are done with your activity, press and hold the Stop button until the console resets. Then click Account Sync on the app to transfer your data to your online Club account.

[Active+ or Treadmill Desk] Why is the app showing the correct totals from my equipment, but the data uploaded to my account is incorrect?

The Treadmill Desk app for both Windows and Mac need to be running for the entire duration of your activity. The app is only able to upload data (steps, calories, distance etc.) that is recorded while wirelessly connected to your equipment. If your screen goes to sleep or if you pause the workout for an extended time and return, you must ensure that the Bluetooth connection is re-paired before pressing Start on your equipment. This will ensure the application records all data correctly for upload.


[Active Trac] How do I log into the app?

Hours of use is a general rule of thumb on how many hours of regular daily use the treadmill is designed to handle. Components like motors, walking belts and bearings tend to wear over time. To support higher daily use we incorporate higher quality and of course more expensive components. Don't be concerned about occasionally walking more than the recommended daily use, but if you expect to do this on a regular basis you may want to consider a higher end model.


[Active Trac] Why isn't the graph displaying my steps or other activity totals?

The Active Trac graph currently displays the T-Met, or Intensity, of your workouts through each day. This allows you to see how active you were at specific times. Your steps and distance totals for the day are recorded below the graph.


[IDC] How do I use the IDC app and my USB to sync my results to my Club account?

To begin recording your data you must first insert your USB drive into your computer and log in to your IDC app.

  1. Insert your USB drive into your computer.
  2. Log into your Club account and click on the USB icon in the upper right-hand corner of your home page.
  3. Enter your Last Name and Password, and click Sign In.
  4. Click Select USB Drive and choose your computer's USB drive (usually E: F: or G:). Your computer will then recognize your USB.
  5. Your personal profile, including name, age, height, weight and gender, will sync to your USB drive for later upload to your equipment. If you sync after having completed a workout, all exercise data on the USB will simultaneously be uploaded to your account.

Club FAQs

Do I need a newer computer to use the Club?

The only system requirements for the Club would be to use a modern web browser. This means the latest versions of Chrome, Firefox, Safari, or Internet Explorer.


What do I do if when I enter my enrollment ID number, it says the ID number is not valid or there is already an account for the ID number?

First, double check to make sure your enrollment ID number was entered correctly. Though not case sensitive, the code should not include any spaces. If upon entering your ID a second time you are still experiencing problems, please contact coordinator@lifespanfitness.com with a brief explanation of your circumstance. Your email will be replied to within 24 business hours.


After uploading data from my USB drive into my account, the information does not appear in the reports OR is uploaded to the wrong day. How do I fix this?

It is likely that the reason you are unable to see your workout data in your profile is because the console on your equipment is not set to the correct date/time. Refer to your owner's manual to set the correct date/time. This should resolve any further issues. If problems persist, please contact coordinator@lifespanfitness.com.


After using my USB drive during a workout, the attempted upload says “no workout data found.”

Please attempt the following troubleshooting options.

  1. Is the USB device fully inserted into your equipment before you begin?
  2. Is the USB port light blinking red every 20 seconds (treadmill only)?
  3. Check the contents of the USB drive in your computer's file manager before attempting to upload. If data was successfully uploaded to the USB drive, a new text file named “user.txt” will be present on the USB drive

If these options don't remedy your issue attempt using a different USB drive. If you are still having problems please email coordinator@lifespanfitness.com.


What do I do if when I click on the “Sync USB” button, nothing happens?

Please attempt the following troubleshooting options.

It is possible that the Adobe AIR platform that is necessary to the syncing process is not the latest version or is not automatically being recognized.

Uninstall Adobe AIR and the IDC app from your computer. After Adobe AIR and IDC are uninstalled, repeat the process for installing Adobe AIR and the IDC app. Once downloaded, attempt to sync again as usual.

It is possible that your anti-virus software is blocking the successful installation of the IDC app.

  1. Go to your computer's anti-virus software and temporarily disable it.
  2. Click the Sync USB button to install the IDC app.
  3. Once the app is installed you may re-enable your anti-virus software.

Your web browser may be having compatibility issues with the Adobe AIR software. Attempt switching to a different web browser (Firefox, Safari, Chrome or Internet Explorer) and attempt downloading the software once again.


What do I do if the console is not recording the correct data?

Your USB drive might not have been seated correctly when you inserted it into the USB port on equipment. Make sure when you put the USB drive into the USB port that the LED light flashes red multiple times prior to turning green (treadmill only- make sure the red light flashes once every 20 seconds). The USB drive must be plugged in before you press Start. Because the console uploads data every 20 seconds it is possible to miss small amounts of data with every start/stop. This is especially true when a single workout is paused multiple times.

If this doesn't remedy your circumstance it is possible that your USB drive is defective. To test if your USB drive is faulty, attempt to sync a different USB with your Club account. After which, insert the USB drive into the console of your equipment and use the equipment for several minutes. Afterwards, insert the USB drive into your computer and upload the workout data. Check the accuracy of the new data in your account.

If the USB drive still does not appear to be working, it is possible that there is an electrostatic interference going on with the electronics in your equipment's console. This can happen during the dry winter months. Cold, dry weather can play tricks on the electronic components of exercise equipment. Certain types of shoes can also cause this problem. If this problem persists and is consistent please email .

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