How Can We Improve Your TRUE Experience?

Since 1981, Frank Trulaske, founder and owner of TRUE Fitness, has prioritized developing premium fitness equipment with superior service. TRUE Fitness grew from innovative treadmills to an expansive product portfolio and the largest privately-held commercial fitness equipment manufacturer in the United States. Learn more.

The Product Serial Number can most commonly be found in the following places or refer to your modals warranty card or owner’s manual for specific locations of serial numbers:

• Stretch Station: On the back of the footplate at the bottom of the machine
• Strength Gym: On the back of the main (central) mast assembly
• Bikes: On the bottom of the frame. Tilt machine to view serial #
• Traverse Lateral trainer: On the bottom of the frame. Tilt machine to view serial #
• Consoles: On the lower user’s right-hand side of the console cabinet
• Elliptical and Spectrum: User’s front right cross-frame
• Treadmills: Front where the power cord enters the machine
• Alpine Runner: In-between the running frame and subframe located on a cross member on the user’s left-hand side

Residential units are for home use only. They are designed to give your family years of trouble-free use. Retail units will often have a greater number of workout programs and user profiles than a commercial counterparts. Retail equipment has been optimized to work in the home setting and meet your family’s needs. Commercial units are used in gyms or higher-use facilities. They are typically larger and have been designed with premium materials and components for years of 8-plus hours of use per day. Commercial units may have a more streamlined offering of workout programs and user profiles compared to their in-home counterparts. TRUE Fitness may offer extended warranties for commercial cardio equipment when used in a retail environment.

To ensure your product warranty remains in effect, TRUE Fitness recommends only using TRUE Silax™ Lubricate on your treadmill. Silax™ Lubricant is specifically formulated and tested to work with TRUE Fitness walking belts and decks. To obtain pre-measured packets of TRUE Silax™ lubricant, call TRUE’s parts and service team at (800) 883-8783. We are available Monday – Friday, from 8:30 am – 5:00 pm CST.

Full instructions for treadmill lubrication can be found in your owner’s manual in the chapter “Care & Maintenance.” Regular quarterly belt and deck lubrication will keep your TRUE Fitness treadmill running with peak performance and reduce the cost of ownership by keeping power consumption low.

Full instructions for walking belt alignment and tensioning can be found in your owner’s manual in the chapter “Care & Maintenance.”

TRUE Fitness designs all equipment to provide years of use with minimum maintenance to keep the equipment operation safe and efficient. Complete instructions for your specific TRUE equipment can be found in your owner’s manual in the chapter “Care & Maintenance.”

First, record which error messages occurred. A captured photo of the display is often helpful. To clear the error code, you must cycle the unit power switch off for 30 seconds and back on to clear the displayed message. If the message comes back, contact TRUE’s parts and service team at (800) 883-8783 or email us at service@truefitness.com, the dealer you purchased your unit, or an authorized TRUE service provider.

If you bought your product from TRUE Fitness than we can provide service at no cost to you, as long as the unit is still under warranty. Call the TRUE Fitness technical service team at (800) 883-8783 or e-mail at service@truefitness.com and have your product serial number available. If you bought your product from an authorized distributor/dealer then they can provide service at no cost to you if the unit is still under warranty. Contact your selling dealer or use our dealer locator located at truefitness.com to find an Authorized Dealer near you.

As a business selling products online our prices change in response to inventory, promotions, and demand from customers. This does mean an item can change in price after someone has purchased it. Sadly, we’re not able to adjust prices or offer a refund or credit for the price difference.

For warranty registration, fill out our warranty registration form or email us at service@truefitness.com. A copy of delivery or proof of purchase may be required for units two years or older.

Limited warranty applies to the product only while the product remains in the possession of the original purchaser and is not transferable.

Your TRUE Fitness warranty will still cover your parts warranty, although you may incur shipping charges on these parts. TRUE Fitness does not cover labor outside of the United States or Canada.

As a business selling products online our prices change in response to inventory, promotions, and demand from customers. This does mean an item can change in price after someone has purchased it. Sadly, we’re not able to adjust prices or offer a refund or credit for the price difference.

An order can only be canceled if the product has not been processed and shipped. You may choose to return the product once received.

For a replacement power supply, please call 800.883.8783 or submit a request via the Service & Parts Request form.

On all products, the power input is on the right side of the unit as you face forward (toward the console).

This is a brake error, indicating that the servomotor may not be working properly.

Check the following items to resolve the issue:

• Is the brake cable seated properly in the slot on the brake?  Make any necessary adjustments.
• Is the brake cable cracked or broken?  If so, replace it with a new brake cable.
• Are you able to manually move the brake?  Do the shoes move freely? Adjust as necessary.

If none of these adjustments resolved the brake error, contact Octane Fitness or your local dealer for assistance.

If you are wearing a chest strap:

• Make sure it is snug against your bare skin at the bottom of your pectoral muscles with the Octane Fitness/Polar logo facing away from your body and right side up.
• Moisten the back of the strap with water for better contact.

If you are using the digital contact grips:

• Make sure that your hands are firmly grasping the grips and that you maintain a constant grip. If you let go, you will lose your heart rate reading.
• Contact heart rate readings will override your chest strap reading.
• Also, check the heart rate cable connection(s) on the console back (and at the bottom of the seat back on the xR6) to make sure the connectors are properly seated.

This may result from the speed sensor being misaligned. Follow the instructions in your assembly instructions to remove the top cover, then test and align the speed sensor.

The keypad may be faulty or a button may be stuck.

Follow these steps to identify the problem:

• Run the keypad diagnostics by holding down Time +/- and Level +/- at the same time.
• When D3 (Keypad test) is displayed, press Enter to start the test. (On older black models the test begins automatically.)
• Press each button on the keypad and you should hear a beep. If a button does not beep, the key may be stuck or the membrane could have been damaged and will need to be replaced.
• To exit the Keypad test, press Pause Clear two times.

This is likely caused by a build-up of foreign material on the chrome rails and/or wheels. The problem may be fixed by cleaning the chrome rails and wheels. To do so, wipe down the chrome rails and each wheel with a dry cloth. If needed, use a mild soapy solution to remove excessive build up, then wipe with a dry cloth.

DO NOT use WD-40 or silicone spray. Use of such products will invalidate your product warranty.

It is likely that the levelers on the machine are not properly set for your floor. Try adjusting the position of the machine on your floor. If that does not help, refer to your assembly instructions for adjusting the levelers of your machine.

Manuals can be downloaded from the User Manuals section of the Services & Support page. If you cannot locate the manual you are searching for, please contact Customer Service at 800.883.8783.

You may be getting interference with another device in the environment, or you may have a faulty or discharged battery in chest strap.

Try the following and see if heart rate reading returns to normal/expected rates:

• Replace the battery in the chest strap (if it is the style of strap where you can do this; some batteries are ‘built-in’).
• Check the area and remove any devices that might be interfering, such as wireless phones, remote controls, or other exercise equipment with wireless heart rate capability.
• If you are using the digital contact grips, make sure you are grasping the grips firmly and keeping your hands steady and in place.
• Also, some individuals have a body chemistry that is not fully compatible with heart rate telemetry. Try the chest strap on another person to see if they are able to get a reading.

Exterior surfaces, tracks and rollers:

To clean plastic shrouds, handlebars, pedals, tracks and rollers, Octane Fitness recommends using a mild soap/water solution and a clean, dry cloth. Apply cleaning solution directly on the cloth before wiping down the machine. Thoroughly dry machine with a clean, dry cloth or paper towels.

Important: Never spray cleaning solutions directly on the machine, and never use cleaning solution on the consoles or PVS. Do NOT use WD-40® or any type of silicone spray on the racks or rollers. If used, it can cause an increase in squeaking.

Consoles and PVS:

To clean consoles and PVS displays, use a clean, dry microfiber cloth to remove excess sweat, moisture and debris.

Important: Keep liquids away from console, and do NOT spray cleaners directly onto console or get moisture into any openings. Do NOT use aerosol sprays, solvents, abrasives or gym wipes on the console.