Frequently Asked Questions - Service

FAQs about AlterG Products:

M320 and F320
Pro 200
Lift Access
Video Monitoring System
Shorts
AlterG Bionic Leg

FAQs about AlterG Delivery and Service:

Shipping
Service / Maintenance / Warranty
General Error Codes
Contact Service


Anti-Gravity Treadmill M320/F320

Click Here To Contact An AlterG Rep


M320 and F320

What is the unweighting range of the AlterG M/F 320 Anti-Gravity Treadmill?

The unweighting range of the AlterG M/F 320 Anti-Gravity Treadmill is 100% - 20% of the users weight

What electrical requirements are there?

USA Electrical Requirements:
  • Circuit: Dedicated and Isolated Circuit - no other equipment/lighting connected to the same circuit as the AlterG.
  • Amperage: 20Amps
  • Voltage: 220VAC, nominal input voltages supported 200VAC, 208VAC, 230VAC and 240VAC.
  • Phase: mono/single phase
  • Receptacle: NEMA 6-20 receptacle required within eight feet of the front right corner of the AlterG, see image.
  • Circuit Breaker Type: Dedicated circuit with at least a 20A breaker. 

UK/Europe Electrical Requirements:
  • Circuit: Dedicated and Isolated Circuit - no other equipment/lighting connected to the same circuit as the AlterG.
  • Amperage: 20Amp minimum.
  • Voltage: Wall voltage must be between 200VAC - 250VAC.
  • Phase: mono/single phase
  • Circuit Breaker Type: Dedicated circuit with at least a 20A breaker. Breaker must be a 'D-Type Breaker' or the AlterG will trip the breaker on start up. 

In addition, you must provide a Switch Spur with Rotary Isolator, we will wire directly into the isolator (see image). Our cable is one meter long and is located at the front of the AlterG.

What are the speed and elevation range of the M/F320?

Speed range:
Forward = 0 - 12mph (0 - 19.3kph)
Reverse = 0 - 3mph (0 - 4.8kph)

Elevation range: 0 - 15 % Grade

What are the dimensions of the M/F320?

Height = 74" (188cm)
Width = 38" (97cm)
Length = 84" (213cm)

Recommended room dimensions:
  • Height = 96" (244cm)
  • Width = 96" (244cm)
  • Length = 144" (366cm)

What are the minimum and maximum for user weight and height?

Weight:
  • Minimum: 85lbs (39kg)
  • Maximum: 400lbs (181kg)

Height:
  • Minimum: 4'8" (142cm)
  • Maximum: 6'4" (193cm)

What if I need to move the M/F320?

A service technician is required depending on if the M/F320 was initially installed as a pre-Assembled or Assembly on Site. Please contact AlterG for additional instructions.
For US Support: 510.270.5369
For UK Support: +44 02036514293 OR +44 7733179187

What does the "E" stand for?

The "E" indicates that the Emergency magnet has been pulled. The M/F320 will not function until the Emergency magnet has been replaced.

Pro 200

What is the unweighting range of the AlterG Pro 200Anti-Gravity Treadmill?

The unweighting range of the Pro 200Anti-Gravity Treadmill is 100%-20% of the users weight.

What electrical requirements are there?

EU plugUSA Electrical Requirements:
  • Circuit - Dedicated and isolated circuit, no other equipment/lighting connected to the same circuit as the Pro 200.
  • Amperage - 30Amp
  • Voltage - 220VAC
  • Phase - mono/single phase
  • Receptacle - A NEMA L6-30 receptacle is required within ten feet of the front of the Pro 200.
  • Circuit Breaker Type - Dedicated and isolated 30Amp breaker.

EU IECUK/Europe Electrical Requirements:
  • Circuit - Dedicated and isolated circuit, no other equipment/lighting connected to the same circuit as the Pro 200.
  • Amperage - 30A minimum
  • Voltage - Wall voltage must be between 200VAC - 250VAC.
  • Phase - mono/single phase
  • Circuit Breaker Type - A dedicated and isolated circuit with at least a 20A breaker. Breaker must be a 'C-Type Breaker' or the Pro 200will trip the breaker on start up. AlterG recommends using an IEC 60309 3-position, mono-phase with an isolator switch as shown below. 

What is the speed and elevation range of the Pro 200?

Speed Range:
Forward: 0 - 18mph (0 - 29 kph)
Reverse: 0 - 10mph (0 - 16 kph)

Elevation Range:
0 - 15% grade

What are the dimensions of the Pro 200?

The Pro 200comes in 3 sizes with varying heights:

Lengths: 100 inches (254cm)
Width: 48 inches (122cm)

Height:
  • Small = 72 inches (183cm)
  • Medium = 75 inches (191cm)
  • Large = 78.5 inches (200cm)

Recommended room dimensions:
Minimum Height: 96"+ (244cm+), check ceiling height to ensure users won't hit when running at desired incline, running surface is ~15" off the ground.
Width: 108" (274.3cm)
Length: 156" (396.2cm)

What are the minimum and maximum for user weight and height?

Weight:
  • Minimum: 85lbs (39kg)
  • Maximum: 400lbs (181kg)

Small: fits individuals from 5'0" (152cm) to 6'4" (193 cm); 18.5" (47 cm) width hip, 58" (147 cm) hip circumference.
Medium: fits individuals from 5'6" (168 cm) to 6'10" (208 cm); 18.5" (47 cm) hip width, 58" (147 cm) hip circumference.
Large: fits individuals from 6' (183 cm) to 7'4" (224 cm); 18.5" (47 cm) hip width, 58" (147 cm) hip circumference.

What if I need to move the Pro 200?

A service technician is required depending on if the Pro 200was initially installed as a pre-Assembled or Assembly on Site. Please contact AlterG for additional instructions.
For US Support: 510.270.5369
For UK Support: +44 02036514293 or +44 7733179187

The Woodway treadmill is creeping, what should I do?

If your Woodway treadmill is creeping, please contact AlterG and a technician will walk you through the calibration process.
For US Support: 510.270.5369
For UK Support: +44 02036514293  or +44 7733179187

Lift Access

What model Anti-Gravity Treadmill is the Lift Access compatible with?

The Lift Access is only compatible with the M/F320 Anti-Gravity Treadmill.

What electrical requirements are there?

The Lift Access requires a 120VAC outlet be available within ten feet of the rear of where the M/F320 will be placed.

What sizes do the Lift Access come in and how much additional clearance is needed for installation?

The Lift Access is available in 3 models with varying heights.

Model Lift Access Height Minimum Ceiling Height
A 100 inches (254cm) 105 inches (268cm)
B 106 inches (270cm) 111 inches (282cm)
C 112 inches (285cm) 117 inches (298cm)

What is the maximum payload of the Lift Access module?

The maximum lift capacity of the Lift Access is 400 pounds, 182 kilograms.

Video Monitoring System

How many cameras are on the Video Monitoring System?

There are 3 cameras on the Video Monitoring System. 1 front-mounted permanent camera and 2 side cameras, mounted on a stand, which can be freely positioned.

What electrical requirements are there?

The Video Monitoring System requires a 120VAC outlet be available within ten feet of the front of the M/F320.

Can I connect the Video Monitoring System to my cable or other peripheral devices?

The primary use of the Video Monitoring System is to allow the user to view their workouts on the video monitor. AlterG cannot guarantee availability of all additional inputs as Video Monitoring System monitors do change when the manufacture discontinues specific models.

Shorts

What available sizes do the shorts come in?

AlterG standard shorts are available in 3XS-4XL.
AlterG Performance shorts are available in XS-3XL

What methods are available to care for my shorts?

Shorts should be inspected regularly for normal wear and tear. Replacements should be ordered if holes, tears, rips and severe unstitching are found.

Your AlterG shorts can be hand-washed, machine-washed or disinfected/sanitized using AlterG approved sprays. Please review our Shorts Care Guide for additional information.

Where can I buy shorts?

Shorts may be orderd via our online store. You can also call our support line at:
For US Support: 510.270.5369
For UK Support: +44 02036514293 or +44 773179187

AlterG Bionic Leg

Can the AlterG Bionic Leg be upgraded in the field?

Currently, AlterG Bionic Leg must be returned to AlterG for upgrades, please contact AlterG Support for any inquiries regarding service or upgrades.

Where is the serial number located on the AlterG Bionic Leg?

The serial number is located on the upper right between the underside of the module and textile.

Shipping

How does AlterG ship its treadmills?

Our treadmills are shipped using a full van line service and are delivered to the exact location within the facility or home. Our freight rates are for a two-man crew in addition to a certified AlterG Technician.

What is the average lead-time for deliveries?

Your AlterG sales associate will work with you to schedule an installation date, once a date has been approved; it takes 9 business days for transit. The planning and installation process will take 3 weeks or more and cannot proceed without a verified site survey with proper electrical.

What major issues can a delay deliveries?

Delay in submission of the Site-Survey, incorrect electrical and entryway specifications can delay deliveries.

Service / Maintenance / Warranty

What information will I need to supply to the customer service technician when calling about my AlterG Anti-Gravity Treadmill?

When calling AlterG for service related questions, please have the serial number ready for the technician.

Where is the serial number located for the AlterG Anti-Gravity Treadmill?

When facing the front of the Anti-Gravity Treadmill, the serial number is located on the bottom, left-hand corner of the base.

Do I need to perform any general or preventative maintenance on my product?

General maintenance should be performed weekly, please consult your operations manual for detailed information or click here for the Maintenance Quick Guide.

In addition, AlterG also offers a comprehensive preventative maintenance service, which we recommend annually. A certified AlterG technician will perform a thorough breakdown of your Anti-Gravity treadmill; each component is checked, cleaned, lubed, and rebuilt to AlterG specifications. Please contact AlterG for more information and pricing.

Are there specific cleaning products you recommend for maintenance?

Please visit our online store for recommended cleaning and disinfecting products here.

My standard/extended warranty is going to expire, whom do I talk to about purchasing a new warranty?

Please contact AlterG for any questions regarding warranty or extended warranties at:
For US Support: 510.270.5369
For UK Support: +44 02036514293 or +44 7733179187

What are your service hours?

AlterG Service USA: Monday - Friday 7:00am - 5:00pm PST
AlterG Europe, Ltd: Monday - Friday 9:00am - 5:00pm GMT

General Error Codes for M320 and F320 Anti-Gravity Treadmills

Is your Anti-Gravity Treadmill showing an error code?

Code Explanation Action Taken
E The safety magnet has been displaced Ensure the cockpit is fully locked in position and press start.
L The cockpit has not been locked prior to START Ensure the cockpit is fully locked in position and press start.
OPR Over Pressure Error. The pressure is higher than requested for a particular degree of unweighting. Outflow from the pressure control valve may be blocked or the valve may not be operating correctly. Press START. If the error persist call AlterG Customer Support.
UPR Under Pressure Error. The system is unable to reach requested pressure for a particular degree of unweighting. There may be a leak, the subject may be too heavy, or the output of the blower may be blocked Check System for leaks. Press START. If error persist call AlterG Customer Support.
SCO The Scale Offset value is out of range. Only on new installation. See Base Weight Setting instructions. Remove the subject from the system. Check the base weight via instructions in manual.
PRS The Pressure Offset value is out of range. The pressure sensor may need replacement. Remove the subject from the system. Raise the cockpit and cycle the power switch off/on. Wait 30 seconds before attempting to use the system again. If error persists call AlterG Customer Support.
CE# Indicates an error during the calibration process. The subject may be moving too much, there may be an air leak or the system may have been turned on with someone standing on the treadmill. Check for leaks. Instruct patient to stand still. Press START. If error persists, remove subject from system. Raise the cockpit and cycle the power. Wait 30 seconds before attempting to use the system again. If error persists call AlterG Customer Support.
L5 Treadmill motor control board, speed sensor or treadmill motor may be bad. Call AlterG Customer Support
PO The treadmill elevation motor may need replacing, the elevation function may need to be re-calibrated or the elevation potentiometer may be bad Call AlterG Customer Support

Contact Service

Do you have a specific question that is not answered here?

Please contact us at:

AlterG USA
48438 Milmont Drive
Fremont CA 94538
Mon-Fri: 7am-5pm PST
Main: (510) 270-5900
Support: (510) 270-5369
Fax: (510) 225-9399
support@alterg.com


AlterG Europe, Ltd.
The Mill
Horton Rd
Stanwell Moor
Staines, Middlesex, TW19 6BJ
Mon-Fri: 9am-5pm GMT
Phone: +44 02036514293
Mobile: +44 07733179187
Fax: +44 01753682088
support@alterg.com