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Known Issues & Bugs

Known Issues & Bugs

Owned by Danny Ault (Deactivated)
Last updated: Dec 20, 2024 by Stefani Gazer
12 min read

Last Updated: Dec 3, 2024

JRNY Touchscreen Products

JRNY Radio is Not Appearing

Description: JRNY Radio is not appearing when selecting entertainment options or tapping Note Icon.

Resolution: This issue has now been resolved. If you are still not seeing JRNY Radio channels for Entertainment options or when tapping the Note Icon, restart your device or touchscreen machine.

Split Keyboard is Displayed

Description: When the keyboard is displayed (Log In, Feedback & Support, etc), it will be split with half on the far left and far right edge of the screen.

Resolution: Tap the icon with 4 squares on the top left of the keyboard then select Standard Keyboard.

Disney+, Hulu, Netflix or Prime Version Update

Description: When selecting Disney+, Hulu, Netflix or Prime to watch during a workout, a message that a new version is available/the app must be updated will appear.  In some cases, the app will hang when loading.

Resolution: While we try to keep the 3rd party entertainment apps up to date, sometimes a new version is required before we get a chance to include it in a JRNY update. First, verify you have the most recent JRNY version installed:

  1. Tap Profile on the bottom right of the screen.

  2. Quickly tap 10 times on the user profile icon in the upper left of the screen.

  3. In the Advanced User Actions menu tap Check For Updates (may need to scroll down).

  4. If an update starts installing, let it complete and the console reboot without interruption.

  5. Start a workout and select the streaming app.

 

If no update is available, submit a ticket to have the streaming app version updated through the Feedback & Support button on the JRNY Profile screen or email jrnyplatform@bowflex.com. Please include:

  • The application that needs to be updated

  • The serial number from the back of the machine console

Calorie bar is missing in Calories Burned graph on Journal Workout Overview screen

Description: After workout ends, the Calories Burned graph on the Workout Overview screen will not have the bar for the most recent workout. Calorie bars for previous workouts are no longer shown.

Resolution: We are sorry you are having this problem. We have confirmed the issue and are working on a resolution for a future JRNY Release. Note, the calorie data is not lost; it is present in text form in the workout Overview tab. Also, the weekly total and average is shown below the Calories Burned graph title.

Workaround: This is a timing issue when the workout is ended between midnight & noon UTC (5 PM-5 AM PST, 6 PM-6 AM MST, 7 PM-7 AM CST, 8 PM-8 AM EST). If you are not able to adjust the start/end time of your workout, viewing the Journal Overview screen before starting your next workout will validate the calorie bar is present. Note, it must be viewed at least 12 hours after the workout is completed.

Workout data missing when viewing Journal on mobile device

Description: Touchscreen workout history on a phone or tablet will not display fully on the Journal Overview tab. The Calories Burned graph and Achievements / Goals graphics aren’t updated with the new workout information.

Resolution: We are sorry you are having this problem. We understand what is happening and will address the situation in a future JRNY release.

Workaround: This is caused by having only Dumbbells and/or Whole Body in the Modality Picker bar on the Just For You screen. Adding a non-touchscreen machine to your account will filter the Journal data to include workouts performed on a touchscreen machine.

  1. Open JRNY on a mobile device.

  2. Tap the Profile icon in the lower right.

  3. On the Profile tab, tap Manage Your Home Gym.

  4. Tap on the Cardio button that matches your touchscreen machine.

    1. C7 bike, Velocore 16 or Velocore 22 - tap IC BIKE & VELOCORE

    2. M9 or MT16 - tap MAX TRAINER

    3. T7, T10 or T22 - tap TREADMILL

  5. Select the top item in the list (do not deselect your touchscreen machine).

  6. Tap on the Save button.

  7. On the Profile tab, tap the Log Out button then log back in.

  8. Select the Bike, Max Trainer or Treadmill option in the Modality Picker bar.

  9. Go to the Journal and check the Overview and Past Workouts tabs.

    1. Calories Burned graph and Achievements/Goals should be shown correctly on Overview screen.

    2. All workouts should be present on the Past Workouts tab.

JRNY Radio not functioning

Description: After launching JRNY Radio, the Play button will not respond to taps and “Press Play to Start” will stay on the screen.

Resolution: We’re sorry this is happening and will have a fix in a future release. In the meantime, please use the workaround to return JRNY Radio functionality.

Workaround: Go to the Profile tab, tap the Restart button and confirm the Restart. Alternately, you may power cycle your machine by pulling the power cable and plugging it back in.

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.

  1. Access the Advanced User Actions Menu - Profile Page Menu-20231012-185044.png

  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” - Toggle Auto Log-out-20231012-185207.png

    • "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.

  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.

Can’t proceed past the entertainment options screen

Description: Nothing happens when tapping the Skip or Continue button on the Entertainment Options screen. Occasionally a 3rd party app (Netflix, Hulu, etc.) cannot be selected.

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

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.

Workout Profile Graph in Journal is Not Correct

Description: After the workout ends, the start of the purple line in the Workout Profile graph will be sloped, too straight, or missing.

Resolution: We are sorry you are experiencing this problem. We have confirmed the issue and are working on a resolution to put in a future JRNY release.

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, try these steps:

  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.

Unable to Skip songs in JRNY Radio (International Only)

Description: After selecting a music channel, the Skip button will be inactive and the Limited Skips modal will be displayed when it or the Thumbs Down button is tapped.

Resolution: We are sorry you are having this issue. We have confirmed the problem and are looking to resolve it in a future JRNY release.

Workaround: In the meantime, use this workaround to skip to the next song.

JRNY Mobile App

JRNY Radio is Not Appearing

Description: JRNY Radio or other Entertainment Apps are not appearing when selecting entertainment options.

Resolution: This issue has now been resolved. If you are still seeing a blank screen when selecting Entertainment options, you may need to restart or reinstall the JRNY app.

On machine workouts are not syncing to JRNY

Description: Workouts started and completed on a Max Trainer M6 or M8, will not sync to the Journal when connecting with the Android JRNY app afterward.

Resolution: We are sorry you are experiencing this issue and we are currently investigating the cause. In the meantime, use the workaround to make sure the completed workouts appear in JRNY.

Workaround: The workaround is to use JRNY on an iOS device to sync the on machine workout to the backend or use JRNY to select and start the workout.

Premium content can’t be accessed after signing up for JRNY

Description: If a user is logged into their JRNY profile while signing up for JRNY, this bug prevents them from accessing Premium JRNY content. While our developers are working hard, we do not have an ETA for a fix at this time.

Resolution: This one is easy! Please log out of your JRNY profile and log back in. This only needs to be done once to access the extensive workout library available to our Premium JRNY subscribers.

Bluetooth connection lost after dismissing maintenance reminder

Description: After connecting to a Max Trainer SE or IC Bike SE, JRNY provides a Maintenance Reminder for the machine. The Maintenance Reminder appears each time the connection is attempted, and when the reminder is dismissed, the Bluetooth connection is terminated.

Resolution: We are very sorry that you have encountered this issue. We have confirmed that the problem is occurring and are already taking steps to resolve it. If you've submitted a Support Ticket through JRNY, we will update you once the bug has been resolved.

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 jrny.com, attempt to log in and continue profile creation, and/or add jrnyplatform@bowflex.com to your email’s trusted senders list.

Distance resets during a workout after 9.9 miles

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

Description: After the workout has logged 9.9 miles, the distance displayed resets to 0.

Resolution: We resolved this issue with the recent console firmware update. Please attempt to update your machine’s firmware using JRNY or a USB flash drive. Instructions for updating via USB flash drive are available here: Update Console Firmware With A USB Flash Drive.

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 Error for instructions to update your machine’s firmware via a USB flash drive or request a Firmware Update Kit.

Workout Profile Graph in Journal is Not Correct

Description: After the workout ends, the start of the purple line in the Workout Profile graph will be sloped, too straight, or missing.

Resolution: We are sorry you are experiencing this problem. We have confirmed the issue and are working on a resolution to put in a future JRNY release.

Console displaying incorrect Speed when JRNY is connected

(Bowflex Max Trainer SE & IC Bike SE)

Description: With the console display set to Metric and JRNY connected, the Speed will be displayed in MPH instead of KPH.

Resolution: We are aware of the issue and have confirmed this is a display only issue (JRNY is calculating the speed correctly). If the difference is too distracting, the console can be set to not display data when JRNY is connected. To turn off the display:

  1. Press and hold the Enter/Start and Up Arrow buttons until SYS UNITS is displayed.

  2. Press the Enter/Start button 5 times until DISPLAY METRICS is displayed.

  3. Press the Up or Down Arrow button until NO is displayed.

  4. Press Pause/Stop to exit the Settings Menu.

Prompted to update JRNY, but no updates are available

Description: After connecting to a Max Trainer SE or IC Bike SE, JRNY prompts the user to check for JRNY app updates. Tapping Update on the prompt will open the Google Play store to check for updates, but none are available.

Resolution: We are very sorry that you have encountered this issue. We have confirmed that the problem is occurring and are already taking steps to resolve it. If you've submitted a Support Ticket ticket through JRNY, we will update you once the bug has been resolved.

Unable to Skip songs in JRNY Radio (International Only)

Description: After selecting a music channel, the Skip button will be inactive and display the Limited Skips modal when tapped. Tapping the Thumbs Down icon will either have no response or display the Limited Skips modal.

Resolution: We are sorry you are having this issue. We have confirmed the problem and are looking to resolve it in a future JRNY release.

Workaround: In the meantime, use this workaround to skip to the next song.

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