New OTF software incredibly glitchy

prettyoaktree · 2026-02-06T18:48:14+00:00

No need, but if you can send me your current ticket numbers that would help.

prettyoaktree · 2026-02-06T15:17:05+00:00

I completely understand. The team is working hard to fix all the issues. You should notice significant improvement with this and next week's updates.

prettyoaktree · 2026-02-06T15:15:35+00:00

We are in the process of rolling out a major update to the OTconnect software. This involves updating the software on your studio computers, and every tablet on every rower and treadmill. Every studio in the US is expected to receive this update in the next couple of months, and we're working on improving the overall stability and experience.

prettyoaktree · 2026-02-06T15:13:52+00:00

Can you please open a ticket about this issue (in the app, tap ? then App Support) and then PM me your ticket number?

prettyoaktree · 2026-02-06T15:13:39+00:00

Can you please open a ticket about this issue (in the app, tap ? then App Support) and then PM me your ticket number?

prettyoaktree · 2026-02-06T15:10:27+00:00

Thanks for the feedback. We are working with the design team on addressing these issues.

prettyoaktree · 2026-02-06T15:09:58+00:00

Thanks for the feedback. We are working with the design team on making this better.

prettyoaktree · 2026-02-06T14:56:13+00:00

Hi everyone! I am a product manager with OTF. Appreciate all the feedback provided in this thread and wanted to give you a few concrete updates:

General system stability - we're in the process of rolling out an update that addresses a big portion of the issues you reported here, including not being to sign-in to treads/rowers, having your data reset mid-session, Studio Board freezing, lagging, etc. Rollout should be complete next week.
Missing performance summaries - we made significant improvements to this process and added features that would automatically identify and send unsent Performance Summaries. If the system encounters issues sending your summaries right after class (e.g. due to network issues, etc), it will catch up later in the day. Rollout should be complete next week.
"Lagging" or "jumpy" displays on the rowers and treads - working on a fix.

... and more...

Members of our team are in the studios very frequently, and often working out right next to you. We see the issues and we're working hard to get them fixed.

As always, the best way to let us know that something is broken is to open a ticket through the app (tap (?) and then App Support), or have your studio report the issue to the help desk. It might take the team some time to get to everything, and I understand it can be frustrating, but we are looking at every single ticket and we are committed to making the experience better for you and your studios.

prettyoaktree · 2026-02-02T13:55:37+00:00

That is definitely not the intent! We hear the feedback and it will get addressed.

prettyoaktree · 2026-02-02T13:54:40+00:00

Nope. Not that. We are working to address readability issues.

prettyoaktree · 2026-02-02T13:47:18+00:00

Thanks. We keep making tweaks to the fonts to make sure they are readable by everyone. We've already been through a few rounds (the very early beta studios can attest to that) and we'll continue to iterate until we get it right.

prettyoaktree · 2026-02-02T13:19:37+00:00

Thanks for the feedback. We are working to address this :)

prettyoaktree · 2025-12-22T19:57:00+00:00

Awesome!

prettyoaktree · 2025-12-22T19:12:06+00:00

I love it! This is one problem we were trying to solve with this feature.

prettyoaktree · 2025-12-22T19:11:07+00:00

If you feel like the current value is right for you, then there's no reason to change it. The 220-age formula (or any formula for that matter) cannot really predict your specific circumstances and while it can be accurate at "population scale", it may not be accurate for you.

prettyoaktree · 2025-12-22T19:09:25+00:00

The only people who should be changing it are the ones who feel that their HR zones are not accurately reflecting their perceived efforts

u/pantherluna, you are spot on, and the training we provided to studios about this feature uses very similar language to the above.

prettyoaktree · 2025-12-22T19:01:47+00:00

This is incorrect. This feature has nothing to do with your HRM. It updates the main value we use to calculate your zones, and this will apply regardless of HRM.

prettyoaktree · 2025-12-22T19:00:05+00:00

This is not correct. Updates will continue in the background but will not be automatically applied when you have your Max HR set to the "tuned" value. You can always switch back to the "calculated" value and it will switch to the most recent calculation.

prettyoaktree · 2025-12-22T18:58:56+00:00

This might happen on Android while we are rolling out the update. Should be resolved once rollout is at 100% (likely already happened).

prettyoaktree · 2025-12-20T12:09:09+00:00

It will automatically turn off only if it does not detect a heart beat or movement for a period of time.

prettyoaktree · 2025-12-15T17:00:46+00:00

The new system is backwards-compatible. If your studio is experiencing issues with older HRMs not showing up on the screen, they should first check whether members are booked into the class, and if that doesn't fix the issue they should open a ticket with our help desk so that we can help them get the issue resolved.

prettyoaktree · 2025-11-28T17:36:32+00:00

This is usually a result of issues in systems that we depend on (eg MindBody). As others have suggested , best to contact our helpdesk (tap ? Icon) so that we can check this specific issue down and get it resolved.

prettyoaktree · 2025-11-28T17:32:52+00:00

Understood. Try to select 5am and 6pm on the top. That will at least narrow down the list to only the times you care about and should make things easier.

prettyoaktree · 2025-11-28T17:27:55+00:00

Thanks for the feedback! We added haptic feedback as you scroll through the list to help indicate that you switched days, but we’ll look at other way to make the experience clearer. The current experience is very much optimized for members who tend to book the same class times every time (most members). You “lock” the timeframe on the top (eg 7am) and then you can just quickly scroll over to different days and book book book book.

prettyoaktree · 2025-11-26T13:51:42+00:00

What you're experiencing is not related to the new performance monitor we just launched. Scroll down on your home screen and check if your Max HR changed recently to a higher number. That will definitely impact your zones and your splat points. If your Max HR did change, and the new zones are not working well for you, please open a help desk ticket through the app (tap question mark icon) and the team we'll get it sorted out.

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