Troubleshooting Cable Issues

PRESENTATION

Troubleshooting Cable Issues (Misalignment/Fray/Difficult to Pull/Not Retracting) Workflow: Level 1

Background

If a Member reports cable not retracting along with an error message on screen, do not follow this workflow, follow the Motor Control Board (MCB) Error workflow.

Sometimes members report issues with their cables. It can either be misaligned, difficult to pull, not retracting, or frayed. In these cases, we try to diagnose the issue members are experiencing and help them with the next steps so they can train with their Tonal.

Expected & reported behavior

Expected

• When Tonal is powered on the cables draw from the trainer smoothly and retract back effortlessly when released or allowed to retract.
• The cable is not stripped or frayed.
• When the shoulder is in the lowest position, the cable can be seen centered along the track.

Reported

• The cable becomes difficult to pull and makes a grinding sound when attempted to pull.
• The cable feels choppy and snagged while it is being pulled.
• There is a grinding sound while pulling/retracting the cable.
• Cable not retracting without an error message.
• When the shoulder is in the lowest position, the cable is visibly off the center of the track.

Email procedure

If a Member reaches out reporting a cable misalignment over email:

Convert the case to a Product Issue Experience case record type. If there is already an existing PIE case related to the same issue, take ownership of the case and then perform an outbound call to help resolve the issue

• Convert the case to a PI case record type
• If the member remains unresponsive, follow the steps in the unresponsive workflow and move the issue stage to “member unresponsive”.
• If the member confirms the issue is no longer present: update the case notes, and case details as mentioned in the next step, move the issue stage to “troubleshooting resolved” and solve the case. No follow-up email is required

1.

2.

Update the following case sections of the case with all the relevant details you gathered from the Member:

Phone procedure

If you are performing an outbound call to the Member and they are unable to talk at that moment, ask the Member the best time to reach them and set the follow-up for that day.

If the Member calls in reporting issues with their cable(s):

Create a Product Issue Experience case record type.

• If there is already an existing Product Issue Experience case related to the same issue, take ownership of the case.

Confirm the following questions from the Member place case notes using Quick Text: Cable Issues—Level 1:

Note: If the Member has already answered these questions, do not repeat it unless you need more clarity.

Walk the Member through the steps (if they have not already performed them):

Based on the outcome of the troubleshooting, follow these steps:

Thank you!

1. Power cycle your Tonal.
2. Once Tonal powers up again, tap the Custom icon.
3. Tap the weight dial to enter Free Lift.
4. Attach the Smart Handle to the arm.
5. Select a movement and confirm that it uses Smart Handles.
6. Move the arm to the middle of the track using the height lever and lock it in place. Then, adjust the angle position at 90 degrees so it’s parallel to the ground.
7. Once you’re ready, turn the weight on and set it to 15lb.
8. Holding the handle, pull the cable all the way out until it’s fully extended. Note: You will need to walk backwards or loop the cable in order to pull the full length–approximately 12 feet.
9. Slowly walk the cable back in until it fully retracts. This should take several seconds at a slow, consistent pace.
10. Repeat steps h and i two more times on the same arm while inspecting the cables for any frays.

• When did you first notice the issue? Was it during a workout? If it was, any information you can provide on the specific movement being performed at the time is helpful.
• Is the issue with the cable in the left, right, or both arms? (We define left and right side as your left/right when you’re facing Tonal)
• Is the cable difficult to pull? Or is the cable stuck in place completely?
• Is the cable making a grating or scraping noise?
• Does the cable appear centered on the track when the arm height is set to the lowest position?
• Does your weight dial blur out preventing you from engaging the weight?
• Does the weight dial show “0” for the amount of weight applied?
• Have you inspected the cable for any frays?