Customer Support

Have an uncommon problem, or need an uncommon solution? Just give Merit Fitness Tech Support a call, toll free, at 877-50-Merit. We're open Monday through Friday, 8:00 am to 5:00 pm Central Time.

We designed and manufactured our treadmills to give you a one-of-a-kind workout experience. And if something's keeping you from that experience, we're going to help you fix it. The problem/resolutions below cover the most common issues.

There are dashes in the console window. I get an "E1" error message in the console window. Running belt is loose, drifting or slipping. Treadmill is making noises. No power to the treadmill. No display in console window. All or some of the keys on the console do not work. Treadmill will stop and reset or running speed is erratic. Excessive static electricity/erratic heart rate readings. Can't acquire/read heart rate.

PROBLEM 1: There are dashes in the console window.
Resolution: Safety Key
  • Make sure the safety key is properly inserted.

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PROBLEM 2: I get an "E1" error message in the console window.
Resolution #1: Loose Wiring
  • Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  • Remove motor cover. Verify that there are no lights lit on the lower circuit board.
  • Verify all wires are securely and correctly placed on lower circuit board.
CORRECTIVE ACTION: Connect any wires that are loose or disconnected according to the diagram shown.
  • Replace motor cover.
  • Plug treadmill in and check status.
Resolution #2: RPM Sensor
  • Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  • Remove motor cover. Verify that there are no lights lit on the lower circuit board.
  • Verify distance between RPM sensor wire and front roller pulley. Distance should be 2-4mm or about the thickness of a credit card.
CORRECTIVE ACTION: If sensor is too far away, loosen the two sensor bracket screws and slide the bracket closer to the magnet.
  • Replace motor cover.
  • Plug treadmill in and check status.
Resolution #3: Crimped Power Cable
  • Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  • Check power cord for pinches or crimps.
CORRECTIVE ACTION: If power cord is pinched or crimped, call Merit Fitness Tech Support at 877-50-Merit for a replacement.
Resolution #4: Console Wiring
  • Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  • Remove screws that hold the console electronics to the console housing.
  • From the top of the console, gently lift the console faceplate and electronics from the console housing.
  • Check that the console cable (a gray or black cable with a 12 pin connection) is securely attached to the console circuit board.
CORRECTIVE ACTION: Reattach cable securely if needed. If cable does not stay attached, contact Merit Fitness Tech Support at 877-50-Merit.
  • Replace the console faceplate and replace the screws that hold the console electronics to the console housing.
  • Locate the 12 pin, male-female connection between the console and mast. Make sure the connection is secure.
CORRECTIVE ACTION: Reattach the connection securely if needed. If cable does not stay connected, contact Merit Fitness Tech Support at 877-50-Merit.
  • Remove motor cover. Verify that there are no lights lit on the lower circuit board.
  • Check that the 12-pin console wiring is securely connected to the circuit board.
CORRECTIVE ACTION: Reattach securely if needed. If cable does not stay attached, contact Merit Fitness Tech Support at 877-50-Merit.
  • Replace motor cover.
  • Plug treadmill in and check status.

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PROBLEM 3: Running belt is loose, drifting or slipping.
Resolution: Adjust Belt
  • Refer to your treadmill owner's manual for instructions on how to adjust the treadmill's running belt. You can access owner's manuals here.
PROBLEM 4: Treadmill is making noises.
Resolution: Treadmill Operating Sounds
  • Refer to your treadmill owner's manual for information on common questions regarding sounds. You can access owner's manuals here.
PROBLEM 5: No power to the treadmill.
Resolution #1: Power Source
  • Verify that the power cord is securely plugged into the wall outlet.
  • Verify that the treadmill switch is turned on. If the red light on the switch is on, refer to no console display below.
CORRECTIVE ACTION: If red switch light is on refer no console display below. If switch light is not lit, contact Merit Fitness Tech Support at 877-50-Merit.
Resolution #2: Crimped Power Cable
  • Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  • Check power cord for pinches or crimps.
CORRECTIVE ACTION: If power cord is pinched or crimped, call Merit Fitness Tech Support at 877-50-Merit for a replacement.
Resolution #3: Appropriate Circuit
  • Verify that the treadmill is on a dedicated 20-amp circuit. CONTACT AN ELECTRICIAN TO VERIFY IF NECESSARY.
Resolution #4: Tripped Circuit Breaker
  • Find the power control box for outlet and verify that specified circuit has not been tripped.
CORRECTIVE ACTION: If the circuit breaker is tripped, reset breaker and try machine again. If breaker trips again, contact Merit Fitness Tech Support at 877-50-Merit.

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PROBLEM 6: No display in console window.
Resolution #1: SEE PROBLEM #5
Resolution #2: SEE PROBLEM #2, RESOLUTION #4
Resolution #3: Secure Lower Board Connections
  • Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  • Remove motor cover. Verify that there are no lights lit on the lower circuit board.
  • Verify all wires are securely and correctly placed on lower circuit board.
CORRECTIVE ACTION: Connect any wires that are loose or disconnected according to the diagram shown.
PROBLEM 7: All or some of the keys on the console do not work.
Resolution #1: Massage Keypads
  • Unplug treadmill from wall outlet.
  • While standing on both side rails, firmly massage over all keys in a circular motion.
  • Plug in the treadmill and recheck console keys.
CORRECTIVE ACTION: If massaging doesn't work, move to resolution #2.
Resolution #2: Upper Board Ribbon Cable Connections
  • Unplug treadmill from wall outlet. Wait 60 seconds, allowing lower board to discharge built up energy.
  • Remove screws that hold the console electronics to the console housing.
  • From the top of the console, gently lift the console faceplate and electronics from the console housing.
  • Verify that the ribbon cable should fit snugly into place.
CORRECTIVE ACTION: Secure ribbon cable connections. If unable to secure connections, contact Merit Fitness Tech Support at 877-50-Merit.

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PROBLEM 8: Treadmill will stop and reset or running speed is erratic.
Resolution #1: SEE PROBLEM #7, RESOLUTION #1
Resolution #2: Power Source
  • Verify that the treadmill is plugged directly into the wall, not into an extension cord, surge protector or power strip.
CORRECTIVE ACTION: If the treadmill is plugged into an extension cord, surge protector, or power strip, plug the machine directly into the wall.
  • Verify that the treadmill is on a dedicated 20-amp circuit. CONTACT AN ELECTRICIAN TO VERIFY IF NECESSARY.
  • Verify circuit is not sharing power with appliances, computers, TV's, etc.
CORRECTIVE ACTION: The treadmill should be plugged into a 20-amp dedicated circuit by itself. Sharing circuits can cause pre-mature failure on inner components.
Resolution #3: SEE PROBLEM #5, RESOLUTION #2
Resolution #4: SEE PROBLEM #2, RESOLUTION #4
Resolution #5: Belt Tension/Lubrication
  • Refer to your owner's manual on how to tension and lubricate machine properly. You can access owner's manuals here.
CORRECTIVE ACTION: If the rollers and deck feels hot after a short use, it could indicate lack of lubrication. Call Merit Fitness Tech Support at 877-50-Merit for information.
Resolution #6: Treadmill needs to be recalibrated
  • The treadmill may need to recalibrated back to its original factory settings.

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PROBLEM 9: Excessive static electricity/erratic heart rate readings.
Resolution #1: Rubber Mat
  • Place a rubber mat under the treadmill. They're typically found at department stores or treadmill specialty stores.
Resolution #2: Lubricate Deck
  • Refer to your owner's manual on how to properly lubricate the machine. You can access owner's manuals here.
Resolution #3: Eliminate Static
  • Stay away from nylon clothing.
  • Use an anti-static spray on clothing and/or around treadmill.
  • Try a different pair of shoes. Some shoes seem to add to shocks.
CORRECTIVE ACTION: If these options do not reduce static problems, contact Merit Fitness Tech Support at 877-50-Merit and ask about running belt and lubrication replacement.
PROBLEM 10: Can't acquire/read heart rate.
Resolution: Heart Rate Monitor Use
  • Good contact with the grip is essential. Before taking pulse, stop walking and step on side rails and place hands on contacts.
  • Try gripping the handlebar contacts over the top, with your thumb next to your index finger instead of gripping it with your thumb under the handlebars.
  • Contact heart rate grips are not intended for continuous reading. Rather, try holding the grips for 10-20 seconds at a time for an accurate reading.
  • Static electricity can damage the heart rate grip receiver and/or grips and cause either an "HR" or no reading at all.
CORRECTIVE ACTION: If these options do not resolve heart rate issues, contact Merit Fitness Tech Support at 877-50-Merit.

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