Troubleshooting guide

www.moxi.com Moxi Mate

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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. 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. (Refer to the documentation included with

your router for instructions.)

2. Your Internet connection.

Check to be sure the router is connected to the internet source. (DSL or cable modem)

Check that the modem is plugged in and turned on.

See if 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.

I am having network problems. How can I gather information about my network

status?

In the Moxi Menu, go to the Diagnostics card in Settings. You may use the following Network

connection status readings to troubleshoot, or go to moxi.com and select contact support for

assistance:

Unavailable — the Moxi process or device is physically connected and powered but not usable

or recognizable.

Active — good.

No Link — the cable is disconnected, router turned off, no IP address sent from home network,

or the system could not contact the home network.

Could not ping DNS — home network connection is active, but the Internet connection failed

to connect to the Internet and the Moxi service connection failed.

Could not ping portal— the home network connection and the Internet connection are active,

but the Moxi service connection failed to connect to the Moxi service.

Network Status in Diagnostics shows “Unavailable”. How can I fix that?

―Unavailable‖ means the Moxi process or device is physically connected and powered but not

usable or recognizable. If ―Unavailable‖ continues to display after selecting the Network Status

option, reboot the Moxi Mate.

Network Status in Diagnostics shows “No Link”. How can I fix that?

―No Link‖ means the cable is disconnected, router turned off, no IP address sent from home

network, or the system could not contact the home network. Check your home network

connection: