PM4 Troubleshooting

Symptom

The monitor does not come on at all or only shows a few vertical or horizontal black lines.

Resolution 1 (Does not apply to D-cell batteries)

Fully recharge the battery pack using a personal home computer.
To do this:

1. Ensure that the battery pack is installed in your PM4. This resolution does not apply if you are using two D-cell batteries in your PM4. D-cell battery users should proceed to Resolution 2.
2. Power up the computer if it is off.
3. Connect your PM4 to the computer with the USB cable that came with your indoor rower or monitor purchase. The PM4 should power up within 10 seconds of connecting it to your computer. If this does not happen, press the Menu|Back button on the PM4. If the PM4 still does not power up, proceed to Resolution 2.
4. Leave the PM4 connected to the computer for eight hours or overnight. Your computer must remain on for the recharge to occur.

Resolution 2

Perform a full monitor reset.

Warning: Depending on the age of your monitor, resetting the monitor may delete all workout data from the PM4 memory; workout data stored on a LogCard will not be deleted. Additionally, following a reset, you may need to re-program your monitor with the correct language, and the current date and time.

To perform a full monitor reset:

1. Remove both D-cell batteries or the battery pack from the monitor.
2. Leave the batteries/battery pack out of the monitor overnight.
3. Re-install the battery pack. If you are using batteries, install two fresh D-cell batteries.

If the problem persists, the PM4 must be replaced.

Symptom

(Applies only when the rechargeable battery pack is in use with the PM4) The monitor does not power up when you press a button or insert a LogCard. The monitor only powers up and works when you are rowing.

Resolution

1. Ensure that the battery pack is present and properly installed. If this is the case, it is possible that the battery pack is dead.
2. Ensure you are running PM4 firmware version 18 or above. If you are running a lower version of PM4 firmware, update the firmware in your PM4 and allow the battery pack to charge overnight.

   Notes:

   • If you are unable to check your firmware version due to low battery pack power, either install two D-cell batteries into the monitor, or connect the monitor to a powered-up computer using the USB cable.
   • When charging the battery pack by plugging it into a computer, the computer must be on, and the computer's sleep mode must be disabled. This ensures that power remains flowing to the USB port that you are using to charge the battery pack.
3. If the problem persists, it may be due to the usage pattern of the indoor rower. If the usage pattern is inadequate for keeping the battery pack charged, you may want to switch to using two D-cell batteries.

Symptoms

• My PM4 is warning me that the batteries are too low, but I think the batteries are OK.
• I'm using D-cell batteries in my PM4, and the battery life seems short.

Resolution 1: (Applies to Model D and E Indoor Rowers only)

Follow the diagnostic steps below to determine whether the problem is with the generator cable or the battery.

1. Remove all batteries from the PM4.
2. Ensure the “tach” (generator) cable is plugged in firmly and all the way.
3. Row hard on your Model D or E Indoor Rower.
   1. If the PM4 comes on and stays on while rowing, then at least part of the generator is working. Proceed to step 4.
   2. If the PM4 does not come on, then generator cable needs to be replaced, and you can stop following this diagnostic procedure.
4. Install fresh D-cell batteries in the PM4. The PM4 should power up.
5. Set the language and date (the year, at minimum).
6. On the PM4 Main Menu select More Options, then Utilities, then Product ID.
   1. Look at the Model type. Make sure it is set to D (or D/E) for a Model D or E Indoor Rower. If it says A, B, or C, contact Concept2.
   2. Look at the firmware version and ensure your PM4 is running the most current version. This is especially important if your PM4 firmware is Version 16 or below. If you have old firmware, the rechargeable battery will not work at all after a while. Your PM4 will work fine after updating the firmware and fully charging the battery pack.
7. Press Menu|Back until you reach the Main Menu.
8. Select Just Row.
9. Start rowing:
   1. If the numbers begin counting, then the generator appears to be working. Proceed to step 10.
   2. If the numbers do not begin counting, stop this diagnostic procedure and replace the generator before proceeding.
10. Stop rowing, press Menu|Back while the flywheel is still spinning, and wait for 30–60 seconds. If you receive a low battery message, stop this diagnostic procedure and replace the generator. Otherwise, proceed to step 11.
11. Remove the D-cell batteries and install the rechargeable battery pack.
12. If possible, plug the PM4 into a USB port of a computer overnight to charge battery. Note: Concept2 recommends turning off your computer’s Hibernate or Sleep modes; otherwise, you may not get a good charge.

Resolution 2: (Applies only to PM4s in use with Model A, B, or C Indoor Rowers)

Under normal circumstances, a set of Alkaline D cell batteries should last for about 350 hours of operational time. If you find this is not the case, take the following steps.

1. Check your firmware version: On the PM4 Main Menu select More Options, then Utilities, then Product ID. If your firmware version is less than 21, then updating your firmware may extend the life of batteries, as newer firmware uses the microprocessor more efficiently.
2. Observe the performance monitor after rowing. The monitor should turn off within six minutes of the time you stop rowing (except when plugged into a computer, using PM4 racing, or during certain types of intervals). If it is not turning off within that timeframe, please contact Concept2 for assistance.
3. Check the battery level: On the PM4 Main Menu select More Options, then Utilities, then Battery. Once the battery level gets down to about 80%, the battery percentage should not go down by more than 1% per day. If it does, there is probably damage to the circuit board and the unit should be replaced. In a health club, the most likely cause of this is spraying the monitor with cleaning chemicals.

Symptom

One or more of the buttons on the monitor face (usually the Menu/Back button) do not work.

Resolution

This is a hardware issue, usually caused by corrosion on the circuit board. The PM4 must be replaced.

Symptom

The monitor comes on and works, but there are lines of missing data (pixels) across the screen.

Resolution

The LCD is broken and must be replaced. You can replace just the LCD, or, if you prefer, you can replace the entire monitor.

Symptom

The monitor screen flutters with horizontal lines going across it. While the LCD is “fluttering” other symptoms may be observed such as incorrect stroke output values, erratic strokes/minute display, inability to connect to PC or Mac or code 50 error.
View the video below to see a fluttering LCD.

Resolution

The monitor should be replaced.

Symptom

The monitor comes on and you can navigate the menus, but when you begin rowing, the monitor numbers stay at zero.

Resolution

1. Ensure the “tach” (generator) cable is plugged in fully.
2. Ensure the model type on the monitor matches the indoor rower in use. Check this as follows:
   1. On the Main Menu, choose More Options.
   2. Choose Utilities.
   3. Choose Product ID and look at what appears next to "Model." If the model type indicated on the monitor does not match the indoor rower in use, contact Concept2.
   If the problem persists or these first two conditions do not apply to your monitor, proceed with the next step.
3. Perform a full monitor reset.

   Warning: Depending on the age of your monitor, resetting the monitor may delete all workout data from the PM4 memory; workout data stored on a LogCard will not be deleted. Additionally, following a reset, you may need to re-program your monitor with the correct language, and the current date and time.

   Perform a full monitor reset:

1. Remove both D-cell batteries from the monitor.
2. Leave the batteries out of the monitor overnight.
3. Install fresh batteries.
4. If the problem persists after resetting the monitor:
• Unplug the monitor pickup wire and inspect it for frays or breaks. This is the wire that leads from the bottom of the monitor to the flywheel of the Indoor Rower. If frays or breaks exist, the pickup wire will need to be replaced.
• Inspect the monitor pickup wire port on the bottom of the monitor. If there is a crack in the port, the PM4 will need to be replaced.
• If the wire and port look fine, securely plug the wire back into the monitor.
5. If the problem persists and you have access to a known working PM4, swap the monitors to determine whether the problem is with the monitor pickup wire or the monitor itself:
• If the known working monitor stays at zero when you begin rowing, the monitor pickup wire is faulty and must be replaced.
• If the known working monitor operates normally, the original PM4 is faulty.
If you do not have access to a known working PM4, contact Concept2 or your authorized dealer for further assistance.
6. If the PM4 is used in a health club or other setting where a user may have sprayed the indoor rower and monitor down with a cleaning solution after use, inspect the inside of the monitor and the circuit board for contamination. To inspect the inside of the monitor:
   1. Disassemble the PM4.
   2. Inspect the circuit board. If contaminants are visible, wipe down the circuit board with a cloth slightly dampened with water.
   3. Allow the circuit board to dry and reassemble the PM4.
   If the problem persists, or if no contaminants were visible on the circuit board, the PM4 must be replaced.

Symptom

While you are rowing, the monitor either resets to zero or freezes.

Resolution

Reset the monitor by inserting a pen or pencil tip into the reset hole on the back of the PM4 and pressing lightly.

Warning: Depending on the age of your monitor, resetting the monitor may delete all workout data from the PM4 memory; workout data stored on a LogCard will not be deleted. Additionally, following a reset, you may need to re-program your monitor with the correct language, and the current date and time.

If the problem persists, the monitor must be replaced.

Symptom 1

The monitor cannot read the LogCard.

Resolution 1

Remove the LogCard and then reinsert it. If this does not help, try another LogCard.

Symptom 2

The monitor does not acknowledge an inserted LogCard at all.

Resolution 2

This could indicate that the monitor case back screws are too loose. Try tightening the four monitor case back screws. Also check that the battery door screw is not too tight. If adjusting the screw tightness does not remedy the problem, the monitor may need to be replaced.

Symptom 3

The monitor displays the message "Cannot read LogCard" when the LogCard is inserted.

Resolution 3

When this happens the problem is with the LogCard, not the monitor. You can try and repair the LogCard using the Concept2 Utility. If this doesn't help, you will need another LogCard.

1. Download and install the latest version of the Concept2 Utility on your computer.
2. Launch the Concept2 Utility.
3. Connect the PM4 to your computer with the USB cable provided with your PM.
4. Insert your LogCard into the PM4.
5. Using the Concept2 Utility, transfer your LogCard data to a spreadsheet. During the transfer data function, the Concept2 Utility will detect and correct the errors associated with the LogCard. It does this by rewriting the card. When you are prompted to have the Concept2 Utility rewrite the card, select OK. Your data will be retained.

Symptom 4

The LogCard suddenly loses workout history information. It may show total summary, but not specific monthly summary or individual workout information.

Resolution 4

The LogCard has been corrupted. Using the most recent version of the Concept2 Utility, go to Transfer Data > Transfer to Spreadsheet (or any option that requires the Concept2 Utility to read the LogCard). The utility will detect the errors and prompt you to rewrite the card. Select Yes. You will not lose any workout data.

For more information about LogCard rewrites, visit the Concept2 Utility Troubleshooting page.

Symptom 5

The LogCard is not recording any rowing/skiing data.

Resolutions 5

• Make sure your workout is longer than one minute in duration. Workouts that are less than one minute long do not get saved—either in PM memory or on the LogCard.
• Make sure you press Menu|Back to return to the Main Menu before removing the LogCard. If you remove the LogCard before pressing Menu|Back, the monitor will record the information in Memory and not on the LogCard. This applies to “Just Row/Just Ski” workouts, “interval” pieces, and any pre-set workout where you do not finish the entire piece.
  
  Note: If your workouts were saved to Memory and not to your LogCard, it is possible to transfer the ten most recent to your LogCard. Learn more

Symptom 6

The LogCard is not recording monthly totals.

Resolution 6

This can occur if workouts have been saved to the LogCard with future dates. (Having workouts with future/invalid dates occurs when the date on the PM is not set correctly. For information on how to set the date and time on your PM4, visit the How to Use Your PM4 page.)

The only resolution is to delete these workouts from your LogCard. (If you use an online logbook at concept2.com, manually enter those workouts in your logbook before deleting them from your LogCard.)

Once you've deleted the workouts from your LogCard, use the Concept2 Utility and go to the Transfer Data > Upload to Online Logbook option. It's OK if you don't have an online logbook, because all you need to do is get the Concept2 Utility to read the data on the LogCard, and going to this option accomplishes this. When the Concept2 Utility reads the LogCard, it will clean up any problems and reset your monthly totals.

For more information about the Concept2 Utility, visit concept2.com/utility.

Symptom 1: Error Codes 37-, 39-, 137-, or 240-

These error codes are associated with the PM4 LogCard, or the PM4 memory if no LogCard is used.

Resolution 1a: If LogCard is Used

1. Download and install the latest version of the Concept2 Utility on your computer.
2. Launch the Concept2 Utility.
3. Connect the PM4 to your computer with the USB cable provided with your PM4.
4. Insert your LogCard into the PM4.
5. Using the Concept2 Utility, transfer your LogCard data to a spreadsheet. During the transfer data function, the Concept2 Utility will detect and correct the errors associated with the LogCard. It does this by rewriting the card. When you are prompted to have the Concept2 Utility rewrite the card, select OK. Your data will be retained.

Resolution 1b: If LogCard is Not Used

1. Perform a full monitor reset.

   Warning: Depending on the age of your monitor, resetting the monitor may delete all workout data from the PM4 memory; workout data stored on a LogCard will not be deleted. Additionally, following a reset, you may need to re-program your monitor with the correct language, and the current date and time.

   To perform a full monitor reset:

   • Remove both D-cell batteries or the battery pack from the monitor.
   • Leave the batteries/battery pack out of the monitor overnight.
   • Re-install the battery pack. If you are using batteries, install two fresh D-cell batteries.
2. Update the PM4 firmware.

Symptom 2: Error Code 43

This error code means there is a problem with the format of the LogCard.

Resolution 2a: Check LogCard and machine

Check that you are not trying to use a SkiErg LogCard with an indoor rower or vice versa. Each type of LogCard is formatted specifically for its intended machine (SkiErg or indoor rower). Look at the front of the LogCard to determine what kind of card it is.

Resolution 2b: Repair LogCard

Your LogCard's information may be damaged and need repair. You can do this using the Concept2 Utility.

1. Download and install the latest version of the Concept2 Utility on your computer.
2. Launch the Concept2 Utility.
3. Connect the PM4 to your computer with the USB cable provided with your PM3.
4. Insert your LogCard into the PM4.
5. Using the Concept2 Utility, transfer your LogCard data to a spreadsheet. During the transfer data function, the Concept2 Utility will detect and correct the errors associated with the LogCard. It does this by rewriting the card. When you are prompted to have the Concept2 Utility rewrite the card, select OK. Your data will be retained.

Symptom 3: Error Code 50

This error occurs when the monitor cannot properly compute the drag factor.

Resolution 3

If this is a new indoor rowing machine, ensure that the plastic wrap has been removed from the flywheel. If the problem persists or is occurring despite the plastic wrap having been removed, take the following steps:

1. Inspect the back of the performance monitor for a Model C label.
2. Check the Performance Monitor's Product ID screen:
   1. On the Performance Monitor Main Menu, choose More Options.
   2. Choose Utilities.
   3. Chose Product ID.
   4. Take note of what the screen shows next to Model: "B/C" or "D/E."
3. Take note of the serial number on your indoor rower.
4. Contact Concept2 with the information from steps 1–3 and ask to speak to a technician.

Symptom 4: Error Code 571

This error code applies only when the rechargeable battery pack is in use with the PM4.

Resolution 4

1. Ensure that the battery pack is present and properly installed. If this is the case, it is possible that the battery pack is dead.
2. Ensure you are running PM4 firmware version 18 or above. If you are running a lower version of PM4 firmware, update the firmware in your PM4 and allow the battery pack to charge overnight.

   Notes:

   • If you are unable to check your firmware version due to low battery pack power, either install two D-cell batteries into the monitor, or connect the monitor to a powered-up computer using the USB cable.
   • When charging the battery pack by plugging it into a computer, the computer must be on, and the computer's sleep mode must be disabled. This ensures that power remains flowing to the USB port that you are using to charge the battery pack.
3. If the problem persists, it may be due to the usage pattern of the indoor rower. If the usage pattern is inadequate for keeping the battery pack charged, you may want to switch to using two D-cell batteries.

Symptom 5: Error Code 573-1

This error occurs when powering up the performance monitor.

Resolution 5

Concept2 recommends updating the firmware in the monitor to the latest version. In the meantime, use one of the following resolutions to fix the problem.

If you have not yet installed batteries in your performance monitor, do so now to resolve the problem.

If your monitor already has batteries in it, you can resolve the issue by removing the batteries and unplugging the USB cable and leaving the batteries and cable out for 24 hours.

If you need to get your monitor functioning quickly, instead of the 24 hour reset, you can perform the following factory reset. Just be aware that, although performing the following reset will resolve the problem, it will also clear all memory (including lifetime meters) as well as any language, date, and time settings:

• On the face of the monitor, press and hold the Change Units and Change Display buttons, while pressing and releasing the Reset button on the back of the monitor.

Symptom

The USB jack (the largest jack on the bottom of the monitor) is loose.

Resolution

The USB jack has broken off the circuit board. To resolve the issue, the PM4 must be replaced.