Versions Compared

Version Old Version 13 New Version Current
Changes made by

Noah Tanzer (Deactivated)

Danny Ault (Deactivated)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Connectivity Troubleshooting

- For JRNY Built-In Products:

Related Issues

  • “No Wi-fi Connection” related messages

  • Issues pairing or finding Bluetooth devices

Best Practices

  • Disconnect Bluetooth devices after use

  • Ensure your WiFi router is within 15-20 ft. of machine (If using Wi-Fi)

JRNY Built-In Products:

(tick)Wi-Fi Troubleshooting Steps

The following steps can help to resolve any related issues:

Wi-Fi

If encountering a network or internet connectivity issue, please try the following:

Expand
titleTroubleshooting – Refresh the Wi-Fi Connection (Forget Connection & Reconnect)

  1. Reboot your machine, waiting for the JRNY logo screen to appear

  2. Tap quickly & repeatedly on “Launcher Version” in the top right corner of the screen

  3. From the “Select Action” menu, choose “System Settings”

  4. Select your Network, and tap “Forget”

  5. Select your Network once again, tapping the line to enter your password and then connect. Once done, tap Exit in the top right

Expand
titleTroubleshooting - Connecting to a Mobile Hotspot
Info

Connecting to a mobile hotspot if available can help determine if there is something wrong on your WiFi Network end and if signal may need to be improved.

Connecting to your Apple Hotspot
Connecting to your Android Hotspot

  1. (If available) Activate the Mobile Hotspot on your Phone or Tablet

  2. Reboot the machine, waiting for the JRNY logo screen to appear

  3. Tap quickly & repeatedly on “Launcher Version” in the top right corner of the screen

  4. From the “Select Action” menu, choose “System Settings”

  5. Find and select the Hotspot name from the list, tapping the line to enter the password and then connect. Once done, tap Exit in the top right

(tick)Bluetooth Troubleshooting Steps

Info
If encountering any Bluetooth device connectivity issues

Please note, for JRNY Built-In Touchscreen products:

The JRNY app cannot be used to select or complete cardio workouts on your JRNY Built-In equipment - use the touchscreen on your machine to browse, select, and complete workouts.

The JRNY app can be used to view your Journal remotely and select Whole Body workouts, or workouts using JRNY-Compatible cardio or strength equipment.

If encountering a Bluetooth connectivity issue, please try the following:

Expand
titleCheck Runtime Permissions

  • Navigate to the Profile tab

  • Tap quickly & repeatedly 10-15 times on your initials in the circle

  • Select "Check Runtime Permissions"

  • Reboot the machine

Expand
titleHard Reset the Device

  • Per your devices device's User Manual, Factory Reset the device and attempt to connect to JRNY once more.

- For the

JRNY Mobile App:

(tick)Wi-Fi Troubleshooting Steps

The following steps can help to resolve any related issues:

Wi-Fi

If encountering a network or internet connectivity issue, please try the following:

Expand
titleTroubleshooting – Check Wi-Fi Connection

  1. Confirm you're connected to a Wi-Fi network.

  2. If the Wi-Fi network is not displayed, restart your Wi-Fi network by Power Cycling your router and attempt once again.

If the Wi-Fi network is unavailable or seems unusually slow:

  1. Try connecting to another network, if available, and see if performance improves.

  2. Turn off Wi-Fi on your mobile device. Run JRNY using cellular data and see if performance improves.

(tick)Bluetooth Troubleshooting Steps

If encountering any a Bluetooth connectivity issuesissue, please try the following:

Expand
title
Troubleshooting -
Check Bluetooth/Location/Sensor Permissions

Apple

Android

Expand
titleHard Reset the Device

  • Per your

devices

  • device's User Manual,

Reset

  • reset the device and attempt to connect to JRNY once more.

Expand
titleUpdate the Console Firmware

The firmware may also be updated using the USB port on your equipment’s console.

The firmware file and instructions are available here: Firmware Update Error

Panel
panelIconIdatlassian-question_mark
panelIcon:question_mark:
panelIconText:question_mark:
bgColor#B3D4FF

Needing Additional Assistance? Submit a help request here: Contact Support