Troubleshooting guide

www.moxi.com Moxi Mate

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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.

New user name confirmation does not match - the user IDs do not match. Please retype the

user name.

New password confirmation does not match - The user passwords do not match. Please retype

the password.

Password reminder entry blank - Enter an answer to the password reminder question.

Existing Account: I’m getting errors when I try to access an existing Moxi account.

What do they mean?

There are a number of possible causes for errors. See the list below for assistance:

Existing user name cannot be found - The user ID and password you entered do not match an

existing account. Try again.

Existing user name is invalid (i.e. not an email address) - Enter your email address as your

user ID.

Existing password cannot be found - The password you entered for your user ID does not

match an existing account. Try again.

Existing password is not valid (must be at least 6 characters) - Enter a valid password.

I’ve tried all of the possible causes for account registration difficulties, and I still

cannot register. What do I do?

Go to moxi.com, support, and click the contact support button. Moxi Customer Support will

contact you to help solve the problem.

Section 3: Problems with Product Setup during installation

After plugging in and powering up my Moxi system, I received an error that said,

“There is a problem connecting to the Moxi service.” What do I do now?

Check your home network connection:

Verify the wired Ethernet connection between your router and the Moxi system 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. (Refer to your router documentation for

instructions to enable DHCP.)

Check your Internet connection:

Verify the router is connected to the internet source. (DSL or cable modem).

Check that the modem is plugged in and turned on.