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.

FAQ: SOFTWARE

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.

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.

FAQ: GENERAL QUESTIONS

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.

Contact Forms

If you're still unable to resolve an issue, please contact us.

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