HELP CENTER

RacerMate Holiday Closures!

RacerMate offices will be closed from 12/25 to 1/5. Orders can still be placed, but will not ship until the new year. For tech support needs, please visit our forum for the time being.


Happy Holidays from RacerMate!



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 contact page.



Additionally, if you do not see your question or issue presented below, please check the RacerMate Forums before contacting technical support.



Finally, if a solution to your problem cannot be found with the above methods, just choose the appropriate support option below to request further assistance from our team.


FREQUENTLY ASKED QUESTIONS

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.

We are maintaining a thread on our forum regarding ANT+ heart rate. It is likely the ANT+ agent running in the background, but you can read more about that on our forum here. You can also visit our ANT+ Support Page for version numbers, connectivity support, and general information.

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.

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.

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.

This is an understandable question, and also a tough subject. Unlike other Mac apps that maybe do one specific thing, we would have to duplicate every function to officially transfer everything we do on Windows into a Mac environment. It unfortunately is mostly an issue of market size and cost – we have to be able to justify the cost to both produce and then subsequently support our software on Macs. Market analysis and conversations we have at trade shows currently demonstrates that market share (for those who have a Mac they can dedicate to the trainer) is running at less than 10%. Additionally, 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 have come to 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.

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.

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.

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. At the time of this writing only ErgVideo and Tour deGiro were developed in cooperation with RacerMate Inc. Some applications sold for use with CompuTrainer were developed using reverse-engineered software and extensive dynamometer testing has shown significant physics errors were found in these application. Because these applications weren’t developed under our supervision, it’s unlikely the issues will be corrected.

The best thing to do is to contact our service department. We’ve created a contact form you can fill out to provide us with all the information needed to decide how best to quickly get you up and running again. Please head over to our contact page and leave us a message.

First, verify that 35.65 or 41.62 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 plugged into the correct stereo input on your handlebar controller.
With your CompuTrainer turned on and set to a mode displaying RPM, wave your hand a few inches over your cadence sensor for ten seconds, at roughly one pass per second. If you still receive no signal, contact RacerMate support, as there is a hardware problem with either your handlebar controller or cadence puck.
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 sometimes 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.

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