Frequently Asked Questions

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 FAQ

What does my treadmill's error code mean?

Please refer to the following error code table.


How do I lubricate my treadmill belt?

Please refer to the following treadmill lubrication page.


How can I purchase an additional LifeSpan Club membership?

The LifeSpan Club is free for customers and their families. You can unlock multiple accounts for family members by either entering your membership ID or entering "FREE" into the enrollment field for each account on 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.


How do I edit my age and height on the treadmill console?

Your name, age and height will adjust accordingly when the treadmill console recognizes your personal USB storage device (synced to your free Club account.) The name, age and height are simply a visual representation of the user and have no impact on the programs themselves.


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 slipping during use?

First, check to make sure the treadmill is level, then while standing to the side of the treadmill, start it at 3 mph and observe it for at least two minutes. Is the belt starting to center itself? If so, you may simply have a leveling issue. Use the adjustment feet on the underside of the treadmill to level the unit.

If the belt doesn’t center itself after two minutes, kneel down at the rear of the treadmill with a hex key in hand. If the belt is drifting to the left, insert the key into the left bumper and turn it a quarter turn clockwise. Then insert the key into the opposite side and turn it ¼ turn counter-clockwise. If the belt is drifting to the right, insert the key into the right bumper and give it a quarter turn clockwise. Then insert the key into the opposite side and give it a quarter-turn counter-clockwise. Observe the belt for at least 2 more minutes to give it time to center itself. If after those two minutes it doesn’t center, repeat the process one more time.



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.


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.


Elliptical FAQ

What does it mean if my elliptical is showing an E7 error?

An E7 error code is an ramp error code. The E7 code means the potentiometer value the console is reading from the ramp motor is out of range. This can happen when there is a bad wire harness connection or a damaged wire harness. It could also just mean the ramp motor needs to be adjusted back into range.

If all wire connections look correct, the ramp motor will need to be adjusted. Turn the power off and wait five seconds and turn back on. Get into Test Mode and enter through the I/O testing step. This screen will display the potentiometer value of the ramp motor. Different models will have different values. Check to see if the ramp rails are raised to high incline level or if it is at the low level. If the ramp rails are at a low position press and hold the ramp up button. This will cause the incline motor to raise the ramp rails up. When the rails gets to a mid-level position release the ramp up button. If the ramp rails are in a high incline position, use the ramp down button to adjust the rails to a mid-level position. Once the unit is in the mid-level position power the unit off for 5 seconds and then power it back on. Then start the elliptical. Once the unit starts the ramp rails will move to the level 0 position. If this does not resolve the issue or it will not adjust contact customer service.


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

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 elliptical.


Exercise Bike FAQ

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 exercise 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 exercise bike.


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.


Indoor Rower FAQ

How is the distance and speed displayed on the console?

The distance is displayed in meters while speed is displayed in kilometers per hour.


Why is the front of the rower lifting off the floor during use?

Make sure that the locking pin is fully inserted into the main frame of the rail. See owner’s manual for instructions.


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.


Bluetooth Adapter FAQ

How do I initially pair with my device?

iPhone: Press the Bluetooth key on the console. On your iPhone, go to Settings -> Bluetooth. Make sure Bluetooth is on. A list of available Bluetooth devices appears; select the one named “IHP.” Type the four zeros PIN: “0000”.

Android: The app will prompt you to do this the first time you launch it. To pair later, follow these steps: Go to the menu at the top left of the screen and select Set Up New Equipment. Press the Bluetooth key on your equipment. In a few seconds, the app lists all the available equipment. Select the equipment named “IHP.” Then name the equipment so the app can more easily remember it (your name is a good choice). The PIN is “0000” (four zeros).


How do I sync once the device is paired?

iPhone:

  1. Pause the treadmill/elliptical.
  2. Press the Bluetooth key on the treadmill/elliptical console.
  3. Open the Active Trac app.
  4. Tap the Equipment tab in Active Trac.
  5. Tap the “Tap to Sync” screen.
  6. Select “IHP” off the list of equipment.

The app syncs data from the console, thereby erasing the console data. The console must reset so the app does not duplicate data.

Android:

  1. Pause the treadmill/elliptical.
  2. Press the Bluetooth key on the treadmill/elliptical console.
  3. Open the Active Trac app.

The app automatically connects and syncs data from the console, thereby erasing the console data. The console must reset so the app does not duplicate data.


MyStride Activity Monitor FAQ

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 FAQ


FAQs for Pre-2016 Models or for DT3 Models


Before You Get Started


Make sure you set the desk’s clock. The clock is used to make sure your activity data shows up in the app at the correct time of day. View chart on how to do this.


Tailor your treadmill desk's personal settings. You can change the way the treadmill desk works to better fit your needs. You can turn off the beep, raise the maximum speed to 4 mph, make the treadmill remember your last speed setting, change the Pre-set speed value, and a few other settings. Go here to see how to do this.


What does my treadmill desk's error code mean?

Please refer to the following error code table.


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.


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

See personal settings

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


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

Go to personal settings, and see Speed Reset. 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 a built-in safety feature called Intelli-Guard™ which automatically pauses the treadmill when the user stops walking for 20 seconds. Since the treadmill’s motor is so quiet, this safety feature is intended to prevent someone from accidentally stepping on the walking belt.

See personal settings under Intelli-Guard to turn this feature off.


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

This issue is often caused when the walking belt has moved off center and the sound that you are hearing is indicative of the belt rubbing on the side rail. Check to make sure the treadmill is level as the belt will drift toward the lower side while walking. Another explanation for the belt drifting would be from leaning on the desk in such a way that the user is causing the belt to drift off center. Check to see which side the belt is rubbing against and use your foot to push the belt toward the center again. See walking belt adjustment for help with centering and adjusting the walking belt or watch our video here.


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 TR1200 model 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 lubricate my treadmill belt?

Please refer to the following treadmill lubrication page.


Bike Desk FAQ

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.


App FAQ


Active Trac App


2016 Treadmill Desk and Bike Desks Only


How do I sync?

Have the app open on your phone, press the Bluetooth key, and hold it about one inch from the treadmill desk console. The app automatically connects with the console and reads all the activity data since your last sync.


Do I need to set up, or pair, with the console before I can sync?

Amazingly, no you don’t. Using the new capabilities in Bluetooth 4.1, the app detects when it is near a LifeSpan treadmill desk, without any setup, and syncs your data.


Since this syncing is so automatic, can I accidentally steal data from another treadmill desk I am near?

The app only reads activity data when it is within about 3-inches of the console.


Exercise Equipment with Optional Bluetooth Adapter


How do I initially pair with my LifeSpan equipment?

iPhone: Press the Bluetooth button on the console. On your iPhone, go to Settings -> Bluetooth. Make sure Bluetooth is on. A list of available Bluetooth devices appears; select the one named “IHP.” Type the four zeros PIN: “0000”.

Android: The app will prompt you to do this the first time you launch it. To pair later, follow these steps: Go to the menu at the top left of the screen and select Set Up New Equipment. Press the Bluetooth button on your equipment. In a few seconds, the app lists all the available equipment. Select the equipment named “IHP.” Then name the equipment so the app can more easily remember it (your name is a good choice). The PIN is “0000” (four zeros).


How do I sync with my LifeSpan equipment (after I have paired it with the app)?

iPhone: Make sure the treadmill or elliptical is Paused. Press the Bluetooth button on the console. In Bluetooth Settings, tap “IHP” that you paired with in the above step. The status should change to “Connected." In the app, tap the Equipment tab, then tap the “Tap to Sync” screen. The app grabs the data from the console.

Android: Make sure the treadmill or elliptical is Paused. Press the Bluetooth button on your equipment. When you launch the app, it automatically connects via Bluetooth and grabs the data from the console.



How do I log into the app?

Enter your email or last name in the username field and enter the password you selected during your Club registration process. If you did not already register with LifeSpan Club (see next question for why this is necessary) tap the Create Account link for a short, two-step registration.


Why do I need to register with the LifeSpan Club?

The app needs to store and process your activity data in our cloud database so that it doesn’t take up too much space on your phone. The LifeSpan Club also stores your login credentials in a secure central database so that you can login from more than one device.


Why aren't my results showing up on the dashboard after I sync?

Return to your phone’s home screen. Wait about one minute. Now open the app again. Your dashboard should now be refreshed and include your most recent results.


Train & Trac App

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.


Does the app work on my iPhone?

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


Club (Jump) App

Note: Jump replaces the IDC app, and has greatly improved compatibility with modern operating systems.

How do I use the USB port on my LifeSpan equipment?

Put an ordinary USB drive in the USB port before you exercise. The USB drive must be in the port the entire time you exercise, because it makes a record of your exercise every 20 seconds.

There is no need to sync this exercise data after each exercise; we have had some users record six months of daily exercise data before they sync! (There’s no magic here; the data is stored in a simple text file, which takes up practically no room.)


Why do I get a warning message from Windows saying running the Jump app might put my PC at risk?

Windows displays this message for apps it does not recognize. LifeSpan is a reputable developer; go ahead and click “More info” and then click Run Anyway.


How do I use the Jump app to sync my results to my Club account?

  1. Insert your USB drive into your computer.
  2. Start the Jump app.
  3. Log in with either your last name or your e-mail address, plus your password.
  4. Select the name or drive letter of the USB drive that contains your exercise data, then click Upload.
  5. Click Quit.

After uploading data from my USB drive into my account, the exercise data doesn’t show up.

The date and time on your fitness equipment are probably incorrect. Refer to your owner’s manual for how to set your equipment’s clock.


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 drive fully inserted into your equipment before you begin?
  2. Check the contents of the USB drive in your computer's file manager before attempting to upload. If data was successfully recorded on the USB drive, a text file named “user.txt” will be present on the USB drive.

How can I purchase an additional LifeSpan Club membership?

The LifeSpan Club is free for customers and their families. You can unlock multiple accounts for family members by either entering your membership ID or entering "FREE" into the enrollment field for each account on the following webpage.

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