These instructions apply to the current Group5 iPad hardware. If you are using a Group3 or Group4 kiosk you can find instructions at the bottom of this page here.
The FitnessOnDemand service outage has been resolved. Your kiosks should start functioning immediately without needing to make any adjustments. Simply press the Retry or Reload button showing on your iPad, or swipe down, to refresh your video library and schedule.
Some devices may not reconnect or function properly immediately. If you are not able to connect and play videos please follow the below instructions.
Red Banner
You may see a red banner at the top of the iPad stating that you need to make adjustments to notification settings, location settings, or reconnect to the internet. You may also see a generic "Oops" error.
- Tap Admin on the top-right.
- Enter the passcode (This is a 4-digit passcode. Please reach out to support if you do not know the admin passcode.)
- Once in the admin section of the app, press the home button on the iPad to go to the iPad's home screen.
- Tap Settings.
- Tap Wi-Fi on the left and connect to your facility's Wi-Fi network.
- Tap Bluetooth on the left and verify that bluetooth is on.
- Tap Privacy on the left and verify that Location Services are on.
- Scroll down on the left and select FOD.
- Set Location to Always and Notifications to Allow Notifications.
- Press the iPad's home button again and launch the FOD app again.
Login Screen on iPad
You will see a login screen if the iPad was reset during the outage.
- Double tap the iPad's home button to see a list of all currently running apps.
- Swipe the FOD app up to remove it from the screen. This closes the app.
- Press the iPad's home button to go to the home screen
- Launch the FOD app again
These steps may send you back to the normal FOD home screen (Videos/Schedule). Please try playing a video to verify that the device is working again. If you still see the login screen, please follow the below instructions.
- Log in using your FOD user credentials. These are the same credentials you use to log into the FitnessOnDemand website. Note: If you do not know any user credentials please contact whoever at your facility manages your FitnessOnDemand schedule or the person who purchased the equipment. If no one at your facility has login credentials you can reach out to our support team.
- Select your facility (only applicable if you manage multiple FOD zones)
- Continue with the pairing steps based on the current state of your main display.
- Display is showing a pairing code - Select the first option of "New Media Player at a New Location". Enter a player name (any player name will work fine) and the pairing code that you see on the screen.
- Display is showing the normal FOD idle screen - Select the last option of "Existing Media Player at an Existing Location." On the next screen select the last player in the list to complete the pairing.
You should now see the normal FOD home screen. Please try playing a video to verify the connection.
Pairing Code on Display
A pairing code may be showing if the media hub was unpaired during the outage. If you see a login screen on the iPad already, please follow the instructions in the previous section labeled "Login Screen on iPad." If your iPad shows the normal FOD interface, please follow the below instructions.
- Tap Admin on the top-right
- Enter the passcode (This is a 4-digit passcode. Please reach out to support if you do not know the admin passcode.)
- Tap Replace Media Hub on the left
- Enter a player name (any name will work fine) and the pairing code that you see on the screen.
You should now see the normal FOD home screen. Please try playing a video to verify the connection.
Additional Questions
If you continue to encounter issues, please submit a support ticket here. Our support team will contact you to get you back up and running.
Group3 and Group4 Kiosks
Group 3 and 4 kiosks are not streaming devices, but rather store all of the content on the device's hard drive. As such the outage had a smaller impact on these devices. Many devices continued to work normally during the outage, with the exception of newly scheduled classes.
If videos are not playing or the kiosk is unresponsive, please restart the kiosk by holding down the power button on the bottom-right of the device (or with the power key on Group 3 kiosks).
Registration/Licensing
Some kiosks may have unregistered when they could not connect to the FitnessOnDemand servers. Please attempt to register the device with the information that is pre-filled. If you get an error during registration we would be happy to help. We are continuing to work on our registration services and will be able to relicense your device very soon. Please submit a support ticket here.
Additional Questions
If you continue to encounter issues, please submit a support ticket here. Our support team will contact you to get you back up and running.
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