Error Message Troubleshooting – Ergatta

Error Message Troubleshooting

General Troubleshooting Tips

The below troubleshooting steps are applicable to both the Ergatta and the Ergatta Lite.

Power Cycle

If you encounter an error message on your Ergatta, it can usually be resolved by power cycling your touchscreen. To do so, hold the power button down on the back of your touchscreen until the screen shuts off. Then, disconnect the power cable from the base of the the wooden mounting arm. After a few seconds, reconnect the power cable, and then press the power button once more to reboot. 

Cable Connections

Ensure that all of your cables are connected correctly. See the Checking Your Wires page for guidance.

Tips for WiFi Connection

  1. Power cycle the touchscreen. 

  2. Check if your touchscreen is connected to your WiFi network in the Android settings. To do so:
    1. Power cycle the screen. As the touchscreen is rebooting, tap the top lefthand corner of the screen 7-10 times consecutively. (You can find a video demonstration of that process HERE.)

    2. Select the "Settings" app (the gear icon). 

    3. Select "Network & Internet" > "WiFi."

    4. If you are already connected to your WiFi network in the Android settings, please restart your router and then connect to your network again in the Android settings.

    5. If you are not connected to your WiFi network in the Android settings, please try to connect your touchscreen to your phone's hotspot. 
      - If connecting to the hotspot is successful, this indicates that the issue is coming from your WiFi network.
      - If you cannot connect to your hotspot, please contact us at support@ergatta.com with your rower's serial number and your shipping address.

  3. If you're still having trouble, ensure that your rower is within about 15 feet of your WiFi router. We typically see the strongest connection when the rower is within this range. 

  4. Try restarting your router and reconnecting your touchscreen to the network. 

Crash Reports

If you see repeated error messages about a crash report being sent, we would recommend that you try clearing the local storage on your touchscreen. To do so, please follow these steps below:  

  1. Power on the touchscreen.
  2. Once you're on the profile selection screen, tap the top lefthand corner of the screen 7-10 times consecutively. (You can find a video demonstration of that process HERE.)
  3. Select the "Settings" app (the gear icon). 
  4. Tap on "Apps & Notifications" > the Ergatta app > "Storage" > "Clear Storage."
  5. Power cycle the touchscreen and log in with your existing email and password.
    (If you've forgotten your password, select "Add New" > "Add Existing" > "Forgot Password."

"Select Account Owner"

If you encounter a screen that says Select Account Owner", please try clearing the cache on your touchscreen's local storage. To do so, please follow the steps below: 

  1. Power on the touchscreen.
  2. Once you're on the profile selection screen, tap the top lefthand corner of the screen 7-10 times consecutively. (You can find a video demonstration of that process HERE.)
  3. Select the "Settings" app (the gear icon). 
  4. Tap on "Apps & Notifications" > the Ergatta app > "Storage" > "Clear Storage."
  5. Power cycle the touchscreen and log in with your existing email and password.
    (If you've forgotten your password, select "Add New" > "Add Existing" > "Forgot Password."

"USB Connection Issue"

If you receive a "USB Connection Issue" message, this is typically due to the cable connections on your rower, rather than a software issue. 

If you own the Ergatta Rower, you can find USB troubleshooting steps HERE.

If you own the WaterRower Upgrade Package, you can find USB troubleshooting steps HERE

No Metrics On-Screen / Inconsistent Metrics

If you are experiencing issues with your rowing stats on-screen, please follow the steps to troubleshoot your sensor connection HERE

 

 

CALL US

SCHEDULE A CALL

Mon-Fri 10am - 5pm EST

CHAT US

Mon-Fri 9am-6pm EST

×