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Kinomap Troubleshooting

Erika Gardner
  • Updated

Troubleshooting Kinomap Connectivity Issues

Issue(s):

  • Kinomap is not finding my machine/accessory
  • Kinomap won't connect to my machine/accessory

Resolution:

  1. If you have a TRX3500 or TRX4500 treadmill, check the serial number on your machine. Your TRX3500 model is compatible if you purchased your product in the United States and the serial number is anything greater than or equal to 1358171910005234. Your TRX4500 model is compatible if you purchased your product in the United States and the serial number is greater than or equal to 1458171910000991. Need assistance? See our article: "Locating Your Treadmill Serial Number."
  2. Check to ensure that your machine/accessory is listed as a compatible machine/accessory using the official Kinomap compatibility check.
  3. Ensure your machine/accessory is plugged in and powered on.
  4. Ensure your mobile device is turned on and that Bluetooth is enabled.
  5. Ensure your mobile device is within 20 feet of the machine/accessory.
  6. Ensure you have the latest version of Kinomap installed on your mobile device. You can do this by visiting the app store on your device and viewing the most current version of the app available.

Issue(s):

  • Kinomap is not sending workout information to other fitness app(s)
  • Kinomap does not register my workout information

Resolution:

  1. If you have a TRX3500 or TRX4500 treadmill, check the serial number on your machine. Your TRX3500 model is compatible if you purchased your product in the United States and the serial number is greater than or equal to 1358171910005234. Your TRX4500 model is compatible if you purchased your product in the United States and the serial number is greater than or equal to 1458171910000991. Need assistance? See our article: "Locating Your Treadmill Serial Number."
  2. Ensure your machine/accessory and the app are properly paired. Need assistance? See our articles: "Using Kinomap with Compatible XTERRA Machines" or "Using Kinomap with Standard XTERRA Machines."
  3. Ensure your device is within 20 feet of the machine.
  4. Ensure you have the latest version of the fitness app installed on your device. You can do this by visiting the app store on your device and viewing the most current version of the app available.

Issue(s):

  • Kinomap will not load
  • Kinomap will not download

Resolution:

  1. Check your internet connection to ensure it is working, and that you have a strong signal.
  2. Check to ensure that your machine/accessory is listed as paired equipment within your Kinomap app.
  3. Contact Kinomap Customer Support to report an issue when loading the app or downloading the app. Click here to visit the Kinomap support site.

All other troubleshooting:

For issues with Kinomap functionality, contact Kinomap Customer Support. Visit the Kinomap Support website and click "Submit a request."

For problems with your XTERRA Fitness machine functionality or the XTERRA+ mobile app, please submit a ticket here.

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