Troubleshooting guide

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. (Refer to the documentation included with your

router for instructions.)

Refer to your router manual for additional troubleshooting.

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Network Status in Diagnostics shows “Could not ping DNS”. How can I fix that?

―Could not ping DNS‖ means home network connection is active, but the Internet connection

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

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

The modem is plugged in and turned on.

Other computers can bring up a web browser. (If not, wait a bit to see if your internet

connection comes back. If it doesn’t, reboot the cable modem and or router.

Network Status in Diagnostics shows “Could not ping portal”. How can I fix that?

―Could not ping portal‖ means the home network connection and the Internet connection are

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

Section 5: Problems with Audio/Video during installation

I hear an echo on all channels. What can I do to stop it?

Moxi recommends using the TV's audio output or the Moxi system's audio output, but do not use

both, simultaneously. Digital TVs have a noticeable delay in audio and video processing. If you

use both the TV speaker and the Moxi system outputs together, there is a noticeable echo.

Section 6: Problems with not seeing video

My TV has a black screen that does not go away after 30 seconds. What should I

do?

This situation can occur if you select a video resolution in Settings/TV Setup in the Moxi Menu

that is not supported by your TV. To regain video, do the following:

1. On the front panel, press and hold the Moxi and Up arrow buttons until the LED flashes (about

five seconds).

2. Then press the right or left arrow button until the LED flashes. Continue this until you see

video.

To prevent this in the future, consult your TV manual to determine the resolutions that work with

your set. We recommend that you only select the highest resolution that your TV supports (in

Settings/TV Setup).