HELP CENTER & FAQs
We want to make sure you get help as quickly as possible. Please first check our FAQ down below for fast answers to common concerns you may have over your RacerMate® product. If you have general comments or are checking on a previous technical communication with us, please do not open a new help form with us, and instead send a message from the General Inquiries And Sales Contact Page.
Additionally, if you do not see your question or issue presented below, please check the RacerMate Forums before contacting technical support.
In addition to the FAQ's listed here and the forum, Jeff's troubleshooting document, is a great resource to reference further for additional common questions and issues. After checking here, if you haven't found an answer to your question, you can email firstname.lastname@example.org and if possible, he will try to respond to your inquiry.
On the race staging screen (where you select the course you want to ride), there is a Rider Setup in the top left of the screen. You do not have your rider on the same line as the location of your trainer. Press Setup next to Rider and select (presumably) Position 1 to set your rider profile to that spot. More on this can be found on our forum here.
RacerMate One does not yet contain the registration tool to register these courses. You must install and launch the RCV app found on the disc supplied with the course. In essence, this legacy application of Real Course Video is being used as a registration application. It must be used on a one-time-per-course basis to register the course, and once registered, you can use RacerMate One to ride the course.
Please note: if you are tired of seeing the CDAmini course showing as “unregistered” in RacerMate One, simply delete that course folder in C:Real Course VideoCDAmini and it will permanently go away.
Each course is stored in its own folder, so if you see one course you are in that course’s folder. To find the trest, simply go up one folder level to see the "root" folder containing the other courses. RacerMate One does not have this issue and each course will display automatically in the course list. This is only a quirk while browsing the course folders using the legacy RCV application.
For the most part we’ve had no issues with RacerMate One running on newer computers, even those running Windows™ 8.1. Please be aware that as computers get older, the gap widens between hardware and drivers relative to the increasing CPU demands from modern applications. Support for Windows™ XP has ended, so if RacerMate One software is not running well on your XP machine, and you have all the latest drivers, there is little we can do to help.
If you want to give the new software a try, you can simply download the demo version from the Software Support page and see how well it runs on your system. Please note that if you're using an older serial adapter or USB-to-serial adapter from an older CompuTrainer, you will want to upgrade to our latest USB adapter for anything newer than Windows™ XP.
CD-keys are generated in batches of 10,000 keys and are then provided to production who then apply this key directly to the disc label. Then the CD and associated CD-key is packaged, along with a new Handlebar Controller label (needed for this upgrade) and other documents you may need to successfully upgrade. There unfortunately is no simple method available to provide the CD-key electronically.
CD-keys get associated to a user only after they are registered. If you registered the software prior to losing the CD-key, we can possibly retrieve it from the registrations server. Simply contact us and we’ll look for it. If the CD-key was never registered before you lost the CD-key, there is no association of that key to you and a new key will need to be purchased.
The CD-key gets tied directly to the user when registered. At this point the username (the user’s email address) and the password associated to that email username must be used with this CD-Key. These three are internally tied to each other. You may also experience this message if the key has already been used twice on two different computers. Contact us for help with this.
If you are having issues remembering your password, you can go to the registration site and do the following:
Go to: http://store.racermate.net/store/register.php
Go to: Authentication > Forgot password?
Enter the email (this was your username) used when you originally registered and you will be sent further instructions to that email on resetting the password.
Licenses are not transferable. The new owner will need to purchase their own licensed copy of the software. If you received the trainer with disc and CD-key we can clear the CD-key association to the previous owner, but you will need to purchase a new license to use that CD-Key. If you did not receive a CD-key, we will send you a new CD-key when we have received payment for a new license. License keys can be purchase from our Shop Now > Upgrades page for RacerMate One and Real Course Videos.
We have a Demo version in the RacerMate One section here, and you can use this download as the install. It is the same software found on the disc. Once registered, you can also update it with the patches found on the same web page.
1) First, verify that a 41.62, 36.10, 36.11, or 35.65 version appears on your handlebar controller when you power up your CompuTrainer. If one of those versions does not appear, contact RacerMate support to receive the correct software version. Verify that your optical cadence sensor is FULLY plugged into the correct input jack on your handlebar controller.
2) With your CompuTrainer turned on and set to a mode displaying RPM (ex. Ergo mode), wave your hand a few inches over your cadence sensor for ten seconds, at the rate of one pass per second. Note that there is a few seconds of delay, so be sure to wave your hand for the full ten seconds. If you still receive no reading on the handlebar controller, contact RacerMate support, as there is likely a hardware problem with either your handlebar controller or cadence puck.
3) If you have confirmed that your cadence puck is operational, but are receiving erratic or no pedal RPM, you may be using a pedal/shoe with low reflectivity. This can often be fixed by raising the height of the cadence sensor, but you can also contact RacerMate support about receiving free reflective stickers for your pedal.
4) Functional pucks can show incorrect readings when used underneath or nearby fluorescent lighting. If you are receiving incorrect readings in the proximity of fluorescent lighting, try moving your puck a few feet away and testing the reading again, using the hand wave method described in (2).
The calibration procedure can be found in your CompuTrainer user manual, beginning on page 14. Calibration is the measurement of press-on force as described on page 9 of this same manual. If your calibration number is 99.99, or the procedure does not respond to speed and remains at 0.00 even when the roller is spinning quickly then you may have a hardware problem. If you think you have set everything up correctly, but still cannot calibrate, please contact our service department and explain what you are seeing.
We have created a thread on our forum describing the possible reasons this could be happening for a customer. Please read the following post on our forum here.
Stand-Alone Mode is simply using our Handlebar Controller to change resistance on the wheel without connecting to your Windows™ computer. The Handlebar Controller doesn’t have near as much capability as using the PC-based software, but many enjoy using it as a simple ergometer to hold a target wattage. It cannot make big jumps of wattage (being limited to 5-watt increments), but for example, if you want to watch a movie and stay at 300 watts for 90 minutes, this mode is a great way to do that.
FAQ: GENERAL QUESTIONS
Apart from getting a through-axle adapter (available from some of the other trainer makers) There is a new company who is specializing in this. We've told them we will send our customers to them to fill this need. You can go to The Robert Axle Project and we're sure they can help you with just what you need.
If you have a 29er with a standard 135 mm quick release rear wheel, then all you need to do is purchase a 700 by XXc slick road tire where XX matches the width of your wheel. 700 x 28c for example. Please consult your local bike shop for help with that if you’re unsure what you need. If you have a 26” or 650 mountain bike a standard 135 mm quick release rear wheel, all you need is a slick mountain bike tire. For all mountain bikes with rear wheels that have anything other than a standard 135 mm quick release rear wheel, please contact us.
You can send us a note via the contact page and we’ll take a look for you. If this is for a repair, be sure to indicate any return authorization number you received in the comments field. You can also call our sales or service department at 800-522-3610, and leave a message with them.
This is an understandable question, and also a tough subject. It has mostly to do with market size and cost - we have to be able to justify the cost to produce cross-platform and then subsequently support our software on Macs. We determined the cost to develop and support our software on Macs is actually higher than it is for the Windows version.
On a positive note, with the advent of Intel-based Macs, it's now possible to use Windows emulations on a Mac, or flat-out install a Windows partition onto a Mac computer. This is an attractive solution for many of our Mac-using customers who want to stick with the Mac platform they love, but gain the handy application of a Windows OS on their machine. We've had great success with RacerMate One running on Mac hardware, and you can read this thread on our forum about how to set this up.
We take training accuracy very seriously, and cycling specificity has always been the bottom line of our design philosophy. If an application was made in cooperation with us, they were required to meet our standards of quality and accuracy. Some applications sold for use with CompuTrainer were developed using reverse-engineered software and extensive dyno testing has shown significant physics errors with these application. Because these applications weren't developed under our supervision, it's unlikely the issues will be corrected. Use them at your own risk.
The best thing to do is to contact our service department. We’ve created a contact form (below) you can fill out to provide us with all the information needed to decide how best to quickly get you up and running again.
Our contact forms link images are currently being repaired after a plugin mishap. Here are the links to use:
General Sales Inquiry