Can I cancel an order once it’s been placed?
An order can only be canceled if the product has not been processed and shipped. You may choose to return the product once received. Please see details on returning a product.
Can I receive a refund or credit if I see the product listed at a lower price after I’ve purchased?
As a business selling product online our prices change in response to inventory, promotions, and demand from customers. This does mean an item can change in price after someone has purchased it. Sadly, we’re not able to adjust prices or offer a refund or credit for the difference in price.
I LOST MY POWER SUPPLY, WHAT DO I DO?
For a replacement power supply, please call 800.726.9662 or email [email protected].
WHERE DO I PLUG IN MY POWER SUPPLY?
On all products, the power input is on the right side of the unit as you face forward (toward the console).
Q35, Q37, Q45, Q47: Near the front beneath the chrome rails
xR6: Near the front (look for the ‘power input’ sticker)
xR3, xR4: At the back below the Octane Fitness logo
Q45/Q47 ERROR CODES 2, 3, 20, 21, 22, 30, 31 OR 32
These error codes indicate a communication error between one of the stride motors and the lower control board.
Follow these steps to identify the issue:
- Unplug the unit and swap the two stride motor plug cables located on the lower control board inside the machine.
- Plug the unit back in and check the error code again.
- If the error code is the same as it was before you swapped the cables, the issue is in the lower control board.
- If the error code switched from an error 2, 21, 22 or 23 to an Error 3, 30, 31 or 32, the issue is in the left stride motor.
- If the error code switched from an error 3, 31, 32 or 33, to an Error 2, 20, 21 or 22 the issue is in the right stride motor.
- Contact Octane Fitness or your local dealer to replace the faulty part.
CONSOLE DISPLAYING ERROR CODE 1, 2 OR 3
This is a brake error, indicating that the servomotor may not be working properly.
Check the following items to resolve the issue:
- Is the brake cable seated properly in the slot on the brake? Make any necessary adjustments.
- Is the brake cable cracked or broken? If so, replace it with a new brake cable.
- Are you able to manually move the brake? Do the shoes move freely? Adjust as necessary.
If none of these adjustments resolved the brake error, contact Octane Fitness or your local dealer for assistance.
WHY IS THERE NO HEART RATE READING DISPLAYING ON MY CONSOLE?
If you are wearing a chest strap:
- Make sure it is snug against your bare skin at the bottom of your pectoral muscles with the Octane Fitness/Polar logo facing away from your body and right side up.
- Moisten the back of the strap with water for better contact.
If you are using the digital contact grips:
- Make sure that your hands are firmly grasping the grips and that you maintain a constant grip. If you let go, you will lose your heart rate reading.
- Contact heart rate readings will override your chest strap reading.
- Also, check the heart rate cable connection(s) on the console back (and at the bottom of the seat back on the xR6) to make sure the connectors are properly seated.
WHY WON’T MY ELLIPTICAL POWER ON?
If your elliptical will not power on, check the following:
- Is the unit plugged in? Check at the wall, at the power input of the machine, and at the power supply.
- Is there power from the wall? Plug a lamp or radio into the outlet. Does it go on? Does a light switch control the outlet?
- Is the console properly connected to the base unit? Refer to your assembly instructions to remove the console and check the connections from the console to the upright tube and the connection below the mast boot.
WHERE IS THE HEART RATE RECEIVER LOCATED ON MY XR6?
The heart rate receiver is located behind the plastic cover on the back of the seat.
MACHINE GOES INTO PAUSE MODE DURING WORKOUT
This may result from the speed sensor being misaligned. Follow the instructions in your assembly instructions to remove the top cover, then test and align the speed sensor.