Troubleshooting guide

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Troubleshooting Guide Moxi

Mate

The following information provides guidelines for solving any problems that might

arise when using your Moxi

Mate. As we identify new solutions to common issues,

we’ll update this page. For more assistance, visit the Moxi

Mate User Guide,

accessible from the same web page as this document.

Document Sections

Section 1: General questions

Section 2: Problems with Moxi Account Setup during installation

Section 3: Problems with Product Setup during installation

Section 4: Problems with Home Networking

Section 5: Problems with Audio/Video during installation

Section 6: Problems with not seeing video

Section 7: Problems with poor video

Section 8: Problems with no audio

Section 9: Problems with poor audio

Section 10: Problems with Moxi Features

Section 11: Problems with Multi-room

Summary of content (14 pages)

PAGE 1
www.moxi.com Moxi Mate Troubleshooting Guide Moxi® Mate The following information provides guidelines for solving any problems that might arise when using your Moxi® Mate. As we identify new solutions to common issues, we’ll update this page. For more assistance, visit the Moxi® Mate User Guide, accessible from the same web page as this document.
PAGE 2
www.moxi.com Moxi Mate Return to the start of the document Section 1: General questions I’m having trouble programming the Moxi remote to control my TV or audio device. If one code doesn’t work, reset the Moxi remote to the factory default by selecting the following buttons: Moxi, OK, clear, clear, clear, and try another code listed for your manufacturer. My remote has a slight buzzing sound. How can I fix this? The remote has the ability to have back-lighting to help you see the controls on the remote.
PAGE 3
www.moxi.com Moxi Mate Return to the start of the document Section 2: Problems with Moxi Account Setup during installation New Accounts: I’m getting errors when I try to create a new Moxi account. What do they mean? There are a number of possible causes for errors. See the list below for assistance: New user name is not valid (i.e. not an email address) - Enter your email address as your user ID. New password is not valid (must be at least 6 characters) – Reenter your password with at least 6 characters.
PAGE 4
www.moxi.com Moxi Mate Verify that other computers can bring up a web browser. (If not, wait a bit to see if your Internet connection comes back.) If your home network and Internet connection are OK, wait a few minutes and try again. There might be a problem with the Moxi service connection. Go to Moxi.com to see if the site is temporarily down for maintenance.
PAGE 5
www.moxi.com Moxi Mate Return to the start of the document What should I check if I receive the message that “There is a problem connecting to the Moxi service” or if I’m unable to access Rhapsody ®, Finetune™, Flickr®, or MoxiNet”? Check the following: 1. Your home network connection. Check the Home Network connection recommendation table at the start of Section 4 to be sure the connection between your router and the Moxi system is recommended for your configuration.
PAGE 6
www.moxi.com Moxi Mate Check the Home Network connection recommendation table at the start of Section 4 to be sure the connection between your router and the Moxi system is recommended for your configuration. If using a wired connection, make sure it is through the Ethernet (RJ-45) port on the rear of the Moxi system and that it is secure. A USB network connection is not supported. Check that your router is plugged in and turned on. Check that your router has DHCP enabled.
PAGE 7
www.moxi.com Moxi Mate Return to the start of the document When streaming live TV from networked Moxi HD DVRs, on some of my subscribed channels, I see a black screen with the message that no signal is detected. What could be the problem? This message indicates that your cable service provider has implemented a new technology, Switched Digital Video (SDV), which requires an SDV Tuning Adapter.
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www.moxi.com Moxi Mate Return to the start of the document Section 8: Problems with no audio I have no audio. What do I need to do? Refer to the table below to determine the type of audio connection to use to connect your TV to the Moxi Mate. Note that all video connections other than HDMI require a separate audio connection.
PAGE 9
www.moxi.com Moxi Mate Return to the start of the document Section 10: Problems with Moxi Features Recorded TV Photos Jukebox Media Link MoxiNet Diagnostics Recorded TV I have multiple Moxi devices (HD DVRs and/or Mates) connected to the same Home Network. Recorded content from one HD DVR is not displaying in the Recorded TV folder of one or more other Moxi devices.
PAGE 10
www.moxi.com Moxi Mate Return to the start of the document Photos I can’t figure out how to connect my camera to the Moxi Mate to view my personal photos. There is no mechanism for connecting a camera or an external storage device directly to the Moxi Mate to view photos. If you are connected to your home network, photos on your computer can be viewed from your TV using Media Link. Also, personal photos uploaded to a Flickr account can be viewed through Moxi.
PAGE 11
www.moxi.com Moxi Mate Return to the start of the document Media Link Media Link cannot find my computer. What could be the problem? For Media Link to function properly, make sure that: A DLNA server is installed on your computer. A home router is connected to both your computer and your Moxi Mate via a 100 Mbps wired Ethernet connection or higher (RJ-45). Your Moxi Mate is not connected through a Virtual Private Network (VPN) tunnel.
PAGE 12
www.moxi.com Moxi Mate Note: Do not look for the MAC address of the Moxi Mate. Windows will display the MAC address of the wireless device for approval. Why do I have problems playing some media via Media Link? Verify the following: There are a variety of different DLNA based media servers available that can be used with the Moxi HD DVR but for the best end user experience we recommend the following ARRIS Groupvalidated Digital Media Servers.
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www.moxi.com Moxi Mate Return to the start of the document I am using Windows Media Player 11. I have files that are not in my shared folder which Media Link accesses. How do I add files to the shared folder? To add files for streaming with Moxi Media Link via Windows Media Player 11, please follow the following steps: 1. Open Windows Media Player 11. 2. From the ―library‖ media click ―add to Library‖ 3.
PAGE 14
www.moxi.com Moxi Mate Return to the start of the document I cannot Pause or Fast Forward streaming video. Why not? Many video download or hosting sites do not allow or support the use of the device trick-play buttons on their video files. Trick-play buttons may be disabled or may not work properly while streaming a movie. MoxiNet I cannot connect to a web site using MoxiNet. What could be the problem? Check your home network and your Internet connections. (See Section 4: Problems with Home Networking.