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JRNY Known Issues

JRNY Built-In Products

Being Prompted to Log In Frequently

Developer Comment: Sometimes when coming back to the JRNY App, you may be prompted to Log In more frequently than usual.

Workarounds & Causes

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Last Updated:

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JRNY Built-In Products

Metrics bar missing start & exit buttons during Streaming Workouts

Description: When pairing your workout with a Streaming app, this bug allows you to select more than the maximum number of metrics permitted. This causes the Start and Exit buttons to extend beyond the display.

Resolution: Reduce the number of metrics selected before beginning the workout.

Expand
titleSteps to resolve

  1. Select your desired workout.

  2. On the Entertainment Options screen, select your desired streaming app.

  3. Before tapping Start, toggle off one or more metrics on the Workout Metrics Bar:

    • Tap the gear icon ⚙️ on the metrics bar.

    • Tap the slider next to the metric(s) we'll toggle off.

    • The metric is toggled off when the slider is on the left side.

  4. Once enough metrics are toggled off, the bar should fit the display and properly display the buttons.

Confirmation code is not being received

Description: This bug affects profiles that are in the process of being created. It typically occurs when JRNY is closed before the Confirmation Code is entered. Users will typically see “I think you’ve already got an account…” displayed. Password resets and confirmation code requests are not completed while in this state.

Resolution: We resolved this issue with the recent update to JRNY version 2.19.0. Please update your JRNY app, then log into your profile. If the issue still persists, we can try these steps:

Expand
titleRequest the confirmation code via JRNY.com

  1. Go to http://jrny.com .

  2. Click the Sign In button.

  3. Enter your JRNY email address and click the Continue button.

  4. Enter your password and click the Sign In button.

  5. When the Confirmation Code screen appears, check your inbox for a Confirmation Code email from jrnyplatform@bowflex.com.

  6. Enter the code from the email on jrny.com.

Expand
titleLogin with any password to continue creating your profile

  1. Log in with your email and any password.

  2. On the Confirmation Code screen, tap Next.

  3. JRNY will display “Incorrect Code.”

  4. At the bottom of the screen, tap Resend Code.

  5. Check your inbox for a Confirmation Code email from jrnyplatform@bowflex.com.

  6. Enter the code from the email, then tap Next.

    1. Note: there will be no confirmation that the code was entered correctly.

  7. In the upper left corner, tap Cancel.

  8. Log into your profile using your email address and the correct password.

    1. Note: the password can be reset at this stage, if desired.

Expand
titleAdd jrnyplatform@bowflex.com to your email's safe senders list

Adding jrnyplatform@bowflex.com to your safe or trusted senders list should allow the confirmation code to be received if it is blocked by the email service provider.

Steps vary depending on the email provider.

0G Error on Max Trainers

Description: When JRNY doesn’t know which machine it is trying to install a firmware update on, a 0G error can occur.

Resolution: We have released a special JRNY update to your machine! Please power cycle your console by unplugging the power cord from your machine, waiting approximately 30 seconds, then plugging it back in.

Info

Note: This is a potential fix we have released in an effort to restore functionality for affected customers such as yourself. Please let us if you continue to experience an issue after the update is initiated. You can Submit a Ticket or email jrnyplatform@bowflex.com with the following:

  • The Error Message Displayed

  • Console Serial Number (Found on screen during boot up)

  • Machine Type

  • Your Email Address

Required to log in too frequently

Description: Sometimes when coming back to JRNY or switching profiles, you may be prompted to log in more frequently than usual. We will be addressing this in a future JRNY update.

Resolution: The steps below may help reduce the number of times you’re required to log into your profile.

Expand
titleEnsure Auto-Logout is disabled

  1. Access the Advanced User Actions Menu

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  1. - Profile Page Menu-20231012-185044.pngImage Added

  2. Tap “Profile” near the bottom right of the screen.

  3. Repeatedly tap on the profile icon containing your initials 10 times.

  4. Tap on “Toggle auto-logout”

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  1. - Toggle Auto Log-out-20231012-185207.pngImage Added

    • "Auto Logout Turned Off" should be shown at the bottom of the screen in a text bubble.

    • If "Auto Logout Turned On" is displayed, then tap on the “Toggle auto-logout” option once again to change the setting to off.

Expand
titleDisable & Reconnect to WiFi

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  1. Tap on the Bluetooth symbol near the top right of the Workouts or Journal screens.

  2. Tap on Manage WIFI near the bottom right of the screen.

  3. Select your current network, tap Forget, and then reconnect to it.

  4. Take general steps to improve WIFI connectivity environment.

  5. Reduce network traffic & possible sources of interference, reposition networked devices if beneficial, and/or power cycle networked devices.

Additional Info

Expand
titleSwitching Profiles

  • We have identified an issue where customers may be prompted to log in when switching profiles from the Who’s Working Out screen.

  • The issue occurs after the screen has gone to sleep, is woken up, and then a profile that hasn’t been used for more than an hour is selected.

  • This issue will be addressed in one of our upcoming JRNY updates.

Reference

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Peloton & Zwift Don't Remain Connected To JRNY Touchscreen Product

Developer Comment: Zwift and Peloton do not stay connected to the console. This prevents workout metrics and/or progress from being displayed in the 3rd party app.

Workarounds & Causes

Please try the following steps to see if things improve:

Expand
titlePower Cycle Machine

  • Unplug your machine and wait 30 seconds.

  • Reconnect machine to power.

Workout Metrics Freezing or Update Improperly

Developer Comment: During a workout, the metrics (distance, burn rate, etc.) will freeze, reset, jump around and/or update slowly.  We are aware of the issue and looking into a long-term solution.

Workarounds & Causes

Please try the following steps to see if things improve:

Expand
titlePower Cycle Machine

  • Unplug your machine and wait 30 seconds.

  • Reconnect machine to power.

Can’t Proceed Past Entertainment Options Screen:

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Can’t proceed past the entertainment options screen

Description: Nothing happens when tapping the Skip or Continue button on the Entertainment Options screen.

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 Occasionally a 3rd party app (Netflix, Hulu, etc.) cannot be selected.

Workarounds & Causes

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Resolution:

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Please ensure your safety key is fully inserted into your treadmill and try again.

Unable to

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get past the Additional Details

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screen when creating a profile

Description: While on the Additional Details screen,

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an “Oops.

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Looks like we have some errors” message will be displayed, and the

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user will not be able to continue creating their profile.

Resolution: Attempt to log into your profile to continue.

Expand
title

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Steps to resolve

  • Exit the Profile Creation screen.

  • Go to the Log In screen and enter in the email and password.

  • After the Confirmation Code screen appears, check the account email for an email titled “Bowflex JRNY Confirmation Code” (if necessary check Junk or Spam folder).

  • Enter

...

  • the confirmation code received in your email.

    • If “Oops, looks like you’ve entered an invalid code” is shown, return to the Log In screen and attempt to reset the password using Forgot Password.  This will

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    • send a new code.

    • If tapping Set Password shows an error, return to the Log In screen and attempt to log in using the password entered in the step above.

Workout Metrics Freezing or Update Improperly

Description:During a workout, the metrics (distance, burn rate, etc.) will freeze, reset, jump around, and/or update slowly.  We are aware of the issue and looking into a long-term solution.

Resolution: Please power cycle your console by unplugging the power cord from your machine, waiting approximately 30 seconds, then plugging it back in.

...

JRNY Mobile App

I’m not receiving a confirmation code when creating a profile

Description: This bug affects profiles that are in the process of being created. It typically occurs when JRNY is closed before the Confirmation Code is entered. Users will typically see “I think you’ve already got an account…” displayed. Password resets and confirmation code requests are not completed while in this state.

Resolution: Request the confirmation code via http://JRNY.com , attempt to log in and continue profile creation, and/or add jrnyplatform@bowflex.com to your email’s trusted senders list.

Expand
titleRequest the confirmation code via JRNY.com

  1. Go to http://jrny.com .

  2. Click the Sign In button.

  3. Enter your JRNY email address and click the Continue button.

  4. Enter your password and click the Sign In button.

  5. When the Confirmation Code screen appears, check your inbox for a Confirmation Code email from jrnyplatform@bowflex.com.

  6. Enter the code from the email on jrny.com.

Expand
titleLogin with any password to continue creating your profile

  1. Log in with your email and any password.

  2. On the Confirmation Code screen, tap Next.

  3. JRNY will display “Incorrect Code.”

  4. At the bottom of the screen, tap Resend Code.

  5. Check your inbox for a Confirmation Code email from jrnyplatform@bowflex.com.

  6. Enter the code from the email, then tap Next.

    1. Note: there will be no confirmation that the code was entered correctly.

  7. In the upper left corner, tap Cancel.

  8. Log into your profile using your email address and the correct password.

    1. Note: the password can be reset at this stage, if desired.

Expand
titleAdd jrnyplatform@bowflex.com to your email's safe senders list

Adding jrnyplatform@bowflex.com to your safe or trusted senders list should allow the confirmation code to be received if it is blocked by the email service provider.

These steps vary depending on the email provider.

JRNY is not completing Console Firmware Updates

(BowFlex Max Trainer SE/IC Bike SE and Schwinn 190/290)

Description: When initiating a console firmware update through JRNY, update progress remains at 0% indefinitely. If the firmware update is canceled, JRNY will not connect to your machine. We have turned the firmware updates off while we work to resolve this issue.

Resolution: Please visit Firmware Update Errorfor instructions to update your machine’s firmware via a USB flash drive or request a FIrmware Update Kit.

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Needing Additional Assistance? Submit a ticket here and we will keep you updated with our progress! Contact Support