Support

1. Check if the class was scheduled correctly.

• If the class was programmed to play using the online Scheduler, check the start time and date were entered accurately into the schedule.
  • Check if the date had a Calendar override applied in the Scheduler. If it did, check in the Calendar view that class times were added as expected.
    • If a date has a Calendar override applied, a calendar icon will appear next to the day / date header.
    • The Calendar override view applies its schedule to a specific date. Classes saved in the Calendar view will override any classes that are scheduled in the normal weekly timetable view.
• If the class that did not play was added to the schedule soon before it was required to start, consider whether there was sufficient time allowed between adding it to the Schedule and the class start time. The recommended minimum time is 5 minutes.

2. Is the Player status ‘Online and up to date’?

For changes to take effect, your Player will need to be ‘online’ (connected to the internet) and ‘up to date’ (up to date with the latest Scheduler changes). You can check the status either on the home page of the Scheduler, or from within the timetable screen.

• If the player status is OFFLINE, check:
  • the Player is powered on
  • the internet cable from the Player to the local area network is correctly connected
  • the internet at your location is working correctly
• If the Player status is ONLINE but not ‘up to date’ wait a few minutes for the Player to synchronise
  • If the Player status doesn't change to ‘up to date’ after a few minutes, contact our Helpdesk

3. Schedule a test class

• When the Player status is both ONLINE and ‘up to date’, schedule a new class to play out. Allow 5 minutes minimum between the time you schedule this class and the start time for the class.
  • If this new class doesn’t play, check the projector and audio equipment are switched on in the studio.
  • If the audio cable is not connected to the Fitbox player, the class will not start at all. Connect the audio cable back into the audio socket on the Fitbox player, and then re-start the Fitbox player.
  • If the audio equipment does not switch on or operate correctly, contact your AV supplier.
  • If this new class plays, and you have found that the class that didn’t play was scheduled correctly, contact our helpdesk and provide the name of the class that didn’t play, plus the date and time it was scheduled for. We can check if the player played the class and the issue was potentially other components in your AV system.

 

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

Please follow the steps below to carry out the troubleshooting

1. Is your venue sound system switched on?

Your Fitbox Player will be connected to your venue sound system – your speakers, mixer and amps. The amplifier and mixer must be switched on for you to hear the audio

• The amplifier and mixer may look similar to the image below.
• Check they are switched on. They will usually show a red or blue light when they are switched on.
• If not switched on, switch them on and wait for 20 seconds for the system to fully load up.

If you are not able to access the amplifiers or their location, contact your AV supplier who will be able to assist further.

2. Is the volume turned up?

• Check the volume is set correctly.
• Your audio mixer may be located in the comms room in a rack, and may look like this:

 

Or you may have a remote volume control in your studio. It may be a wall switch like this:

 

• Ensure the volume is turned up
• Ensure the correct source is selected

If you have queries about the volume controls or your AV installation, contact your AV supplier.

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

  1. Is the projector, display screen or video wall powered on?

• Check for any power indicator lights on your display. These will usually be red or green.
• If you can't see any lights, ensure the equipment is receiving power.
• The equipment may be in standby mode.  Switch it on using the remote control, or buttons on the equipment.

2. Is the projector, display screen or video wall set to the correct video source for Fitbox?

• If the incorrect source is selected you may see an image on your screen like the below.
• Ensure the correct source is selected.  Use the projector remote control, or buttons on the equipment.
• The correct source may be labelled as “HDMI 1”.  Or refer to your studio’s written AV instructions.

3. If you've completed or confirmed the above and you still have the issue?

If you're not seeing the message above and still can't see an image but you can still hear the class, this could mean that the video window that plays the content is not the window at the front of the operating systems display.

If so please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

Your Fitbox Player should be connected to the internet via your local IT network.  The first checks to make are detailed below.  You may also like to contact your local IT network administrator to assist with network related issues.

1. Check the scheduler status

• Login to Scheduler and check the connectivity status of your Player on the homepage.  If the status is showing as OFFLINE it means that the player is not connecting properly with the Scheduler.  Please go to the next step.

2. Check the Fitbox Player in the studio

• Check that the Fitbox Player is switched on.  If not, power on the Player and wait for the LCD screen on the front to turn green and the status ONLINE or OFFLINE to appear.
• If the status is OFFLINE, check the network cable is securely connected to the rear of the Player and the other end is connected into your local IT network.  If you can see them, check there are lights flashing on the network port on the rear on the Player.
• If the cable is securely connected, reboot the Player.  Wait 5 minutes and then check the connectivity status on the front LCD screen again.
• If the player status remains OFFLINE it is possible the issue is with your IT network configuration.  Contact your local IT network administrator

If the Fitbox Player has previously been online, but has recently gone offline, it may be due to changes with the configuration of your IT network.  Contact your IT network administrator for additional support

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

You may be seeing something like the images below on your video output screen.

These issues are usually caused by the video display (projector or screen) being switched off between classes.  If the video display is switched off, the Fitbox Player “disconnects” from the display screen.  This disconnection can cause a loss of signal between the Player and video screen, which can change the video output settings on the Player.

To prevent this from happening, a device called an ‘EDID emulator’ should be installed by your AV installation company or internal tech team.

If your installation does not have an EDID fitted, we recommend you instruct your AV installer to fit one.

To carry out a temporary fix for an installation without an EDID:

• Ensure your video display is switched 'On' (not just in 'Standby' mode)
• Power the Fitbox Player off, and then on again, using the power button on the front of the Player.

The following troubleshooting is designed for an AV engineer suitably competent with video systems.

1. If an EDID emulator is fitted to the video system 

• Check that it is correctly installed and configured following the manufacturer's instructions.
• If an EDID is fitted incorrectly, or is not working, it will not function properly.
• Further detailed information about EDIDs and HDMI handshakes is below.

2. If your video system does not have an EDID fitted

• Ensure the video display device is powered on at the time the Fitbox Player performs its automatic daily  restarts. This is normally in the early hours of the morning.
• Note that a reliable HDMI ‘handshake’ may not occur if the display is in ‘Standby’ mode. The display may need to be powered ‘On’ for a reliable handshake to happen. This is not ideal, and why an EDID device is usually fitted.

3. If an EDID emulator is fitted and set up correctly, and you are still experiencing issues:

• Check that the HDMI cable from the Fitbox Player to the video display does not exceed 15m.
• Check if HDMI video signal extenders are being used, and they are set up and working correctly.
• Check all connections between the Fitbox Player and the video display.

This issue can sometimes arise if cables have been unplugged, and then re-connected. This can happen if cables have been unplugged to show content on the video display from another device such as a laptop.

• If the client needs to show content from other devices on the video display, the video system should be designed so that it is possible to do this without unplugging cables.
• If you suspect this may be the cause of the issue, the installation should be re-designed so it is possible to plug an external device such as a laptop into a socket without unplugging other cables. The client would then need to be able to select that video source when required to display on screen.

EDID Emulators: further information

AV installation companies should fit an 'EDID' in this type of installation, as recommended in out Fitbox Player Installation Guide. An EDID is a small black box which sends the required HDMI screen data to the Player even if the display itself is switched off, or just in standby.  This will assist operationally if the display happens to be powered off when the Player switches on.

 

There are a number of EDIDs on the market, and some work better than others. In our experience:

• Cheap EDIDs should be avoided as they do not always work reliably
• Some projectors have a built-in EDID. These sometimes do not work as well as an external powered EDID, and should generally be avoided.

HDMI connections

Fitbox Players are connected to screens using an HDMI lead (High Definition Multimedia Interface lead).

• For the video signal to get to the video display (screen or projector), the display must be switched on before the Player is powered up.
  • While the screen or projector is switched on, it sends data back to the Player over the HDMI cable. This data tells the Player:
    • a video signal is required
    • the resolution required for that video picture
    When the Player receives this data from the screen, this is called the HDMI ‘handshake’. The HDMI handshake is designed to happen when the Player powers up. The Player then knows exactly what video signal to send to the display.
• If the display is not already powered on when the Player is powered up, the Player will not receive a handshake, and therefore:
  • it won’t know the video resolution the display requires
    • in this case, you may not see a video picture on the screen
  • it won’t know the video resolution the display requires
    • in this case, you may see that the video picture is either too small or too large on the screen.

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

1. Identify which items will not switch on.  

• Generally, you will have a projector or video screen and an audio system with an amplifier and speakers.
• Check all equipment for signs of power, such as lights or the sound of fans running.
• Once you have identified which items are not operating, follow the next steps

2. Carry out power checks

• Check the power is on at the mains switches.
• Check each individual piece of equipment for power.
  • If switched off, try switching it on, either its remote control, or a switch or button on the equipment itself
  • If some equipment is receiving power but not all, it is possible the equipment is faulty. Contact your AV supplier.
  • If no power is being received by any of the equipment, contact your electrical contractor or in-house maintenance engineer
  • If all of the equipment is on and has power, but classes are not operating correctly, move to the next step.

3. Reboot the Fitbox Player

• Check that the Player has its power cable connected
• Press the POWER BUTTON on
• Check that there is a green light

  4. Check the automation

• Your studio is likely to have system automation, where the Fitbox Player switches the projector or video screen on and off before and after scheduled classes.

• If the video projector or screen is not switching on, check that the cable that carries the automation commands from the Fitbox Player to the video display is correctly connected.

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

1. Check the class was scheduled to play at the required time and day, on the online Scheduler

• Check both the standard weekly Schedule, and also the Calendar mode
• If the class was definitely scheduled correctly, the time on the Player may be set incorrectly

2. Check the time on the Fitbox Player LCD display

• Locate the LCD screen on the front of the Fitbox Player.
• Check the time displayed on the screen.
  • If the LCD screen is displaying an incorrect time, move to the next step
  • If the LCD screen is displaying the correct time, please contact our Helpdesk

3. Check the online status of the Fitbox Player

• Check the status and colour of the LCD display screen
• If the status is OFFLINE and the colour is red:
  • Power off the player, and switch it back on again using the power button on the front
  • Once the Player has re-started, check if the time is now correct.
• If the time remains incorrect and the status is OFFLINE, contact your IT support to check your internet connection.  The Player requires internet access to check and set the correct time.
• If the status is ONLINE and the time is now correct, schedule a test class on the Scheduler to start 5 or 10 minutes in advance of the current time.  Check the class starts at the correct time.
• If the status is ONLINE, and the time is still incorrect, contact our Helpdesk

If the above does not resolve the issue please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

If the connection from the Fitbox Player to the On Demand touchscreen has been lost, it is possible that the On Demand control interface can be displayed on the projector or video display. This can be resolved by following the steps below.

1. Check the On Demand screen

• Ensure the On Demand screen is switched on.
• If the screen is off, ensure that the mains power supply is plugged in and turned on, then locate the power switch on the screen and turn it on.
• If the screen doesn’t switch on, contact your AV supplier
• When the screen is switched on and displays an image, go to the next step

2. Switch on the video display

• Make sure that the projector or video display screen is switched on and you can see the an image from the Fitbox Player on the screen. (At this point, the image may be the On Demand control screen.)

3. Reset the Fitbox Player

• Power off the Fitbox Player, using the power button on the front
• Remove both the HDMI and VGA cables from the back of the Fitbox Player. (Make sure to note where they were connected to). Examples of these cables are shown below:

• Reconnect the HDMI and VGA cables to the correct ports on the back of the Fitbox Player
• Power on the Fitbox Player, using the power button on the front
• Allow 5 minutes for the Fitbox Player to start up fully.
• The On Demand interface should now appear on the correct screen and the video output should appear on the projector or video display
• If the On Demand interface is still appearing on the video display or projector screen, contact our helpdesk

 

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

 

This topic relates to touchscreens that are directly connected to the Fitbox Player. It does not apply to tablets or other network connected devices.

If your On Demand interface is displayed on a tablet or other network connected device, please refer to ‘My tablet is not displaying the On Demand interface’.

1. Check the Fitbox Player

• Ensure the Fitbox Player is powered on and connected to your IT network by checking that the LCD screen on the front is on and the status is ONLINE.
• If the Fitbox Player is powered off, power it on using the button on the front and allow 5 minutes for it to fully start up.

2. Check the On Demand touchscreen

• Make sure that the On Demand touchscreen is switched on.
• If the screen is off, ensure that the mains power supply is plugged in and switched on, then locate the power switch on the screen and turn it on.
• If the screen doesn’t switch on, contact your AV supplier
• If the screen switches on and displays an image, go to the next step

3. Check the connection between the Fitbox Player and the touchscreen

• The Fitbox player and the touchscreen will be connected using a VGA cable
• Make sure this cable is securely connected at both ends
• Wait for the connection to establish
• The On Demand Interface should display on the screen.
• If the On Demand interface doesn’t appear, contact our helpdesk

If you can see the On Demand interface, but it is either the wrong size, or on the wrong screen, please refer to our other guides:

• My On Demand control screen interface is displaying on the video display or projector screen
• My classes are not displaying correctly on the screen

 

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

 

This topic relates to touchscreens that are directly connected to the Fitbox Player and not to tablets or other network connected devices

1. Check the connection between the touchscreen and the Fitbox player

• The touchscreen control signal is sent to the Fitbox Player via a USB cable. Check that the USB cable between touchscreen and the Fitbox Player is present and connected securely
• If the cable was disconnected:
  • Ensure it is securely connected at both ends
  • Power off the Fitbox Player using the button on the front
  • Power the player back on and allow 5 minutes for it to start up
• Touch the screen to check that it is now working.
• If the touch is still not working, try replacing the USB cable
• If after replacing the cable it still doesn’t work, contact our helpdesk for further support

 

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

 

This topic relates to tablets which connect to the Fitbox Player via the computer network at your site. (It does not relate to touchscreens which are connected to the Fitbox Player directly.)

This issue can happen when the tablet cannot communicate with the Fitbox Player via your computer network.

You may want to involve your local IT network administrator to help with some of network troubleshooting below.

1. Check the Fitbox Player

• Ensure the Fitbox Player is powered on and connected to your IT network by checking that the LCD screen on the front is on and the status is ONLINE
• If the Fitbox Player is powered off, power it on using the button on the front and allow 5 mins for it to fully start up.
• With the Fitbox Player powered on, refresh the tablet screen and you should see the On Demand interface.
• If the On Demand interface does not load move to the next step

2. Check the tablet is connected to the IT network

• Access the ‘Settings’ screen on the tablet.
  • If your tablet is using ‘kiosk mode’ you will require a password to access the settings – the Manager of the club should have this. If they do not have this, contact your AV or IT supplier who installed the tablet.
  • The Settings page may be similar to the image below:

• If the tablet is using a WiFi connection to your computer network:
  • Check that the WiFi is switched on
  • If it is off, switch the connection on and connect to the network. Note the network you connect to must be the same network that the Fitbox Player is connected to.
  • With the tablet connected to the correct WiFi network, reopen the browser and refresh the page. The On Demand interface should appear on the screen.
• If the tablet is using a Wired connection to your computer network:
  • Check that the network cable is connected to the tablet and the local area network.
  • When the cable is connected, restart the tablet and access the settings screen again.
  • Navigate to the Ethernet settings and check that the tablet has the correct IP address assigned. If you are unsure, contact your IT support for assistance. Note the network you connect to must be the same network that the Fitbox Player is connected to.
  • When the IP address details are correct, reopen the browser and refresh the page. The On Demand interface should appear on the screen.
• If the On Demand interface still does not appear, move to the next step

3. Check the tablet is connecting to the correct address

• Access the browser on your tablet and check the address that it is trying to connect to. The URL should be: http://[Fitbox Player IP Address*]/FitboxOnDemand*where [Fitbox Player IP address] is the IP address of the player on the IT network.
• Ensure the address is correct, save it in the browser and refresh the page. The On Demand interface should appear on the screen.

 

If the above does not resolve the issue, the cause is most likely to be related to your IT network configuration. Contact your IT support for assistance.

If the network has been checked by your IT support, and you still have an issue, please contact our helpdesk.

Email: support@fitboxvirtual.com

 

 

In the unlikely event a pop up message appears on the screen, it can usually be cleared by simply rebooting the Player to reset the software. To assist us diagnosing the issue, or if this occurs more than once, please take the following steps.

1. Capture a record of the error

• Take a photograph of the error shown on screen, it may look similar to the image below
• Send the photograph to our helpdesk, along with the date and time the pop up appeared. Please also tell us if the message appeared more than once.
• Our helpdesk will investigate the issue further for you, to ensure it does not happen again.

2. Clear the error

• Power off the Player, and switch it back on again using the power button on the front
• Once the Player has restarted the error message should no longer appear
• If the message is still displayed, advise this information to our helpdesk as well

 

If the above does not resolve the issue, please contact our Helpdesk.

Email: support@fitboxvirtual.com

 

Random mode aims to provide as much variety in a timeslot as possible.

Each scheduled individual class in a specific timeslot (Monday 9am) will create its own random shuffled order of classes. This will run for 5 weeks or the least number of releases in that content bundle.

E.g If Les Mills - RPM 30minutes only has 4 release, then it would shuffle every 4 weeks not 5 weeks.

At the end of this 5 week period the same scheduled random individual timeslot will reshuffle the order for the next 5 weeks again.

This ensures a class that has recently played doesn’t get selected again too soon.

When the scheduler reshuffles the classes, it selects for the next 5 weeks.

E.g.

Week 1 = Les Mills, RPM 92

Week 2 = Les Mills, RPM 95

Week 3 = Les Mills, RPM 91

Week 4 = Les Mills, RPM 97

Week 5 = Les Mills, RPM 93

Then reshuffles the releases. So no week in those 5 weeks can repeat any class played in the previous 5 weeks.

This also means there is no link between each individual class on the scheduler to any other individual class on the scheduler.

E.g. A Monday 9am Les Mills, RPM 30 minute class will have a different selection and order to the classes that play in a Monday 10am Les Mills, RPM 30minute class slot.

We sometimes hear that operators get reports from customers that ‘random’ mode seems to be repeating classes. This is sometimes when customers attend multiple times each week, or on different days from week to week.

Typically, there may be 8 classes available in a category. If you schedule the same category of class to play at random multiple times each week, it may not be logically possible for each of those timeslots to play a different class in that week, as well as a different class to the 2 weeks prior, unless there is a lot of content to choose from. So some repetition may be inevitable, depending how frequently and on which days the customer attends.

If you are a club where members tend to take a specific category of virtual classes in the same timeslot each week (rather than multiple times per week), random mode should work well.

If you want to schedule multiple timeslots per week for the same class category, and your members attend multiple times per week, or on different days from week to week, you may like to consider selecting the classes you want to play in Calendar mode, to have more control over the exact classes that play.

This is caused by the audio cable becoming disconnected

• If the audio cable is unplugged from the Fitbox at any time, classes will not play
• If a class was in progress, the audio will cut out, and the video will freeze on screen
• No new classes will play until the audio cable is re-connected and the Fitbox player is powered off an on again.

To get the class playing again:

1. Plug the audio cable back into the socket.
2. Power off the player, and switch it back on again.

Sometimes audio cables get unplugged, for example if someone wants to plug a different source into the sound system, or if some AV work has recently been completed.​ If the Fitbox audio cable is unplugged and used to connect another audio source, to ensure the next Fitbox classes play:

• The cable must be re-plugged into the Fitbox player
• The Fitbox must be powered off and on again with the audio cable plugged in

If you need the ability to plug other audio sources such as iPods into your sound system, it is best practise for there to be an audio connector socket provided for your instructors to plug their iPod cable into.

When scheduling in the TIMETABLE page of the scheduler the class you add will automatically play every week.

The TIMETABLE is the default schedule that will play out on your Fitbox player.

If you then add classes to the CALENDAR page then these classes will play on that date/day only.

If you want to schedule a class on the CALENDAR page and that time/day overlaps a class in the usual TIMETABLE then the original class will need deleting before the new class is added on the CALENDAR page.

This will then override the TIMETABLE page for that date.

You will then see this symbol below.

The symbol will appear in white on the CALENDAR page but will appear in red if this is on the TIMETABLE page.