Troubleshooting guide

www.moxi.com Moxi Mate

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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.)

If all your connections are good, try a different web site by selecting a different card from the

MoxiNet category. It is not unusual for a web site to be down and come back up at a later time.

Diagnostics

I want to be sure the Moxi Mate is connected to my network and the Moxi Portal.

How can I do that?

Go to Settings/Diagnostics/Network Status, and select the Refresh Connection button. The

device will verify/refresh router IP address, Set-Top Box (STB) IP address, STB MAC address,

network connection and portal connection.

How do I send logs from my device to Customer Support?

If you have been having problems with your device, Customer Support may ask you to select the

Logs to Server button to assist in troubleshooting. Go to Settings, Diagnostics, and select from

the following options, as requested: Customer Info, Network Status, Service Status, and

Hardware Status.

Section 11: Problems with Multi-room

Sometimes the channel I’m watching is changed by another TV on my Home

Network. Can I prevent that?

Viewers in multi-room situations have equal control over the tuners.

Moxi defines two types of viewers watching live TV provided by one Moxi HD DVR: active and

passive. An active viewer is one who takes action to tune a channel to watch on their TV. During

that action, the viewer watching a channel tuned by the same device is called the passive viewer.

Moxi provides a ―courtesy notification‖ to the passive viewer which provides information on what

is taking place IF there is a conflict. The passive viewer cannot stop the action taken by the active

viewer—thus, the active viewer may ―steal‖ a tuner.