FAQ

All Anti-Gravity Treadmills
What are your technical service hours and how do I get support?

Monday–Friday, 7:00am–5:00pm PST. Contact 510.270.5900 or visit our contact page.

What is the unweighting range of the Anti-Gravity Treadmill?

The unweighting range of AlterG Anti-Gravity Treadmills is 100% to as little as 20% of the user’s body weight.

What are the speed and elevation range, user height, and weight limits of the Anti-Gravity Treadmill?
M/F320 Fit 100 Via 400 Via 400X Pro Series
Speed 0–12 mph

(0–19 kph)

0–12 mph

(0–19 kph)

0–12 mph

(0–19 kph)

0–15 mph

(0–24 kph)

0–18 mph

(0–29 kph)

Starting Speed 0.1 mph 0.1 mph 0.1 mph 0.5 mph  0.5 mph
Reverse -3 mph

(4.8 kph)

None -3 mph

(4.8 kph)

-5 mph

(8 kph)

 -10mph

(16 kph)

Incline 0–15% None 0–15% 0–15% 0–15%
User Weight 85–400 lbs

(39–181 kg)

85–400 lbs

(39–181 kg)

85–400 lbs

(39–181 kg)

85–400 lbs

(39–181 kg)

85–400 lbs

(39–181 kg)

User Height 4’8”–6’4”

(142–193 cm)

4’8”–6’4”

(142–193 cm)

4’8”–6’4”

(142–193 cm)

4’8”–6’4”

(142–193 cm)

 See Pro Series dimensions below.
Via & M/F320
What are the electrical requirements for the Via and M/F320?

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

UK/Europe Electrical Requirements
Circuit: Dedicated & isolated circuit – no other equipment/lighting connected to the same circuit as the AlterG.
Amperage: 20 Amps minimum.
Voltage: Wall voltage must be between 200VAC – 250VAC.
Phase: Mono/single phase.
Circuit Breaker Type: Dedicated circuit with at least a 20 Amp 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. Our cable is one meter long and is located at the front of the AlterG.

What are the dimensions of the Via and M/F320?

Height: 74” (188 cm)
Width: 38” (97 cm)
Length: 84” (213 cm)

What if I need to move the Via or M/F320?

A service technician is required depending on whether the system was initially installed as Pre-Assembled or Assembly on Site. Please contact AlterG Customer Support for additional instructions.

What does the "E" error code stand for?

The “E” indicates that the Emergency magnet has been pulled. The Via and M/F320 will not function until the Emergency magnet has been replaced.

What do the general error codes for the M/F320 mean?

Use the following table to troubleshoot a system error.

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 persists, contact 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 persists, please contact 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, please contact 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 switch off/on. Wait 30 seconds before attempting to use the system again. If error persists, please contact AlterG Customer Support
L5 Treadmill motor control board, speed sensor, or treadmill motor may be bad. Please contact 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. Please contact AlterG Customer Support.
Pro Series
What are the electrical requirements?

USA Electrical Requirements
Circuit: Dedicated and isolated circuit – no other equipment/lighting connected to the same circuit as the Pro Series Anti-Gravity Treadmill.
Amperage: 30 Amps.
Voltage: 220VAC.
Phase: Mono/single phase.
Receptacle: A NEMA L6-30 receptacle is required within ten feet of the front of the Pro Series Anti-Gravity Treadmill.
Circuit Breaker Type: Dedicated and isolated 30 Amp breaker.

EU IECUK/Europe Electrical Requirements
Circuit: Dedicated and isolated circuit – no other equipment/lighting connected to the same circuit as the Pro Series Anti-Gravity Treadmill.
Amperage: 30 Amp 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 20 Amp breaker. Breaker must be a “C-Type Breaker” or the Pro Series Anti-Gravity Treadmill will trip the breaker on start-up. AlterG recommends using an IEC 60309 3-position, mono-phase with an isolator switch.

What are the dimensions of the Pro Series Anti-Gravity Treadmill?

The Pro Series Anti-Gravity Treadmill comes in three sizes with varying heights:

Length: 100” (254 cm)
Width: 48” (122 cm)

Height
Small: 72” (183 cm)
Medium: 75” (191 cm)
Large: 78.5” (200 cm)

Recommended room dimensions (minimum):

Minimum Height: 96”+ (244 cm+) – check ceiling height to ensure users won’t hit ceiling when running at desired incline, running surface is ~15” off the ground.

Width: 108” (274.3 cm)
Length: 156” (396.2 cm)

Small: Fits individuals from 5’0” (152 cm) to 6’4” (193 cm); 18.5” (47 cm) hip width; 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 6’0” (183 cm) to 7’4” (224 cm); 18.5” (47 cm) hip width; 58” (147 cm) hip circumference.

What if I need to move my Pro Series Anti-Gravity Treadmill?

A service technician is required depending on whether the system was initially installed as Pre-Assembled or Assembly on Site. Please contact AlterG Customer Support for additional instructions.

What should I do if the Woodway treadmill is creeping?

If your Woodway treadmill is creeping, please contact AlterG and a technician will walk you through the calibration process.

Video Monitoring System (VMS)
How many cameras are on the Video Monitoring System?

There are three cameras on the VMS. One front-mounted permanent camera and two side cameras, mounted on stands, which can be freely positioned.

What are the VMS electrical requirements?

The Video Monitoring System requires that a 120VAC outlet be available within ten feet of the front of the Anti-Gravity Treadmill.

Can I connect the VMS 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 VMS monitors can change when the manufacturer discontinues specific models.

Shorts
What sizes do AlterG Shorts come in?

AlterG Standard Shorts are available in 3XS-4XL. AlterG Performance Shorts are available in XS-3XL.

How do I care for my AlterG Shorts?

Shorts should be inspected regularly for normal wear and tear. Replacements should be ordered if holes, tears, rips, and/or 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 ordered on our Online Store. You can also contact the AlterG Customer Support team.

Shipping
How does AlterG ship the Anti-Gravity Treadmill?

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 nine business days for transit. The planning and installation process will take three weeks or more and cannot proceed without a verified site survey with proper electrical service.

What major issues can a delay deliveries?

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

Service, Maintenance & Warranty
What information will I need to supply to the customer service technician when contacting about my AlterG Anti-Gravity Treadmill?

When contacting 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 system?

General maintenance should be performed weekly. Please consult your operations manual for detailed information.

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?

Yes. Please visit our Online Store or contact our Service Department for recommended cleaning and disinfecting products.

My standard/extended warranty is going to expire. Whom should I contact about purchasing a new warranty?

Please contact AlterG AlterG Customer Support for any questions regarding warranty or extended warranties.