Troubleshooting Guide
Updated Information Revision Description Creator 1.0 Initial release Jay Mullen 2 7xi Troubleshooting Guide Johnson Health Tech North America
Table of Contents: A. No Netpulse Network Connectivity... 4 B. You are unable to access the internet... 6 C. TV Tuner... 8 D. Virtual Active content not found... 10 E. Touch Screen user and register buttons unresponsive.... 10 F. BootMgr Error.... 11 G. Weather map won t load.... 11 H. The time on my machine is incorrect.... 12 I. Touch Screen Unresponsive.... 12 J. Unable to Boot into Matrix Home screen.... 12 3 7xi Troubleshooting Guide Johnson Health Tech North America
A. No Netpulse Network Connectivity 1. Occasionally, you may experience issues when you attempt to access On Demand TV, On Demand Music Videos, Personal Playlist, Virtual Active, Workout Tracking and more. See Figures A-1A, A-1B & A-1C FIG. A-1A FIG. A-1B FIG. A-1C Usually the issue can be resolved by doing the following: 2. If you have a Netpulse Gateway at your location, make sure it is plugged in and all connections to it are secure. 3. Check your router to make sure all connections are correct and secure. Other things to check: 4. Unplug both the router and gateway for 30 seconds. 5. Plug your gateway back in first. Wait until the gateway is connected, indicated by green light. 6. Plug your router back in and try to view the On Demand program again. 7. If the Netpulse gateway still doesn t connect, the Matrix Fitness 7xi needs to get sync up and running. 8. Open the 7xi Service Mode screen. Press the Enter key, 3-0-0-1, Enter key. 9. Tap or click Netpulse. 10. If you see the following message, This machine has never been installed on the Netpulse network, then your machine will need to be synchronized with the Netpulse system. See Figure A-2 4 7xi Troubleshooting Guide Johnson Health Tech North America
FIG.A-2 11. Tap or click Test Network. 12. Verify initial connectivity and all network tests passed. See Figure A-3 FIG. A-3 13. Tap or click Install. 14. Verify server installation was successful. See Figure A-4 5 7xi Troubleshooting Guide Johnson Health Tech North America
FIG.A-4 Note: You must wait at least 5 minutes for network configuration before accessing the On Demand program. 15. If you still cannot access the internet, go to step B. B. You are unable to access the internet 1. Open the 7xi Service Mode screen. Press the Enter key, 3-0-0-1, Enter key. 2. To view connectivity information, tap or click Network. See Figure B-1A & B-1B FIG. B-1A FIG. B-1B 3. If the Network Setup fields are empty, if the IP Address is not present, you are not connected. Either the Ethernet cable is not connected or there is a problem with the network connection. (Wired Connection) 4. Turn off the console. 5. To connect any devices with a wire, simply plug the Ethernet cable from the output jack of the Ethernet hub or switch to the Matrix Fitness 7xi, no passwords will be required for wired connection. 6 7xi Troubleshooting Guide Johnson Health Tech North America
6. Turn on the console. Go to 7xi Service Mode screen. Press the Enter key, 3-0-0-1, Enter key. Check the Network Setup fields again. Check the IP Address for a valid IP Address. See Figure B-2 FIG.B-2 (Wireless Connection) 7. Using the wireless networking requires the use of the integrated wireless adapter built-in. 8. The console features a wireless network mode that allows you to set up a wireless network connection. 9. To enter Matrix 7xi Update Manager, press the Enter key, 3-0-0-4, Enter key. 10. Tap or click Settings. 11. Tap or click Set Wireless Defaults for automatic network configuration. After a few moments, ensure that the message Successfully connected to wireless network is displayed. If the message shows Failed to connect to wireless network! you will need to diagnose your networking issue. See Figures B-3A & B-3B FIG. B-3A FIG. B-3B 12. Go to 7xi Service Mode screen. Press the Enter key, 3-0-0-1, Enter key. Check the Network Setup fields again. Check the IP Address for a valid IP Address. See Figure B-4 7 7xi Troubleshooting Guide Johnson Health Tech North America
FIG. B-4 13. If you are still having trouble connecting, there could be a problem with the server you are trying to connect to. For assistance, contact your network administrator. 14. If you determine that the equipment needs service, contact a Matrix Fitness authorized service provider in your area. C. TV Tuner i. Black screen in the TV app preview window. See Figure C-1 FIG.C-1 a 1. The console does not detect a device or cable connected to it. Check that the coaxial cable from the wall outlet to the Matrix Fitness 7xi is connected properly and firm. 2. If the video signal can be verified up to the tuner, connect a known good signal directly into the tuner. If the channel lineup on the console has been confirmed correct, the signal is good, the unit has been rebooted, the software is correct, and the screen is still black, the tuner has likely failed. Replace the tuner. 8 7xi Troubleshooting Guide Johnson Health Tech North America
3. If you still are having a problem, please contact a Matrix Fitness authorized service provider in your area or cable service. ii. FIG.C-2 You may receive a Please wait, initializing TV message when you select the TV app. See Figure C-2 4. Go to 7xi Service Mode screen. Press the Enter key, 3-0-0-1, Enter key. Check if the tuner hardware has been detected. See Figure C-3 FIG.C-3 5. The TV signal cannot be configured because no tuner hardware detected. 6. First, try rebooting the system. You may have to update the drivers for the TV tuner. 7. If you are still getting the above error, install the latest driver for your Hauppauge WinTv product. 8. Type 884678255 to start the installation procedure. See Figure C-4 9 7xi Troubleshooting Guide Johnson Health Tech North America
FIG.C-4 9. When finished you will be prompted to reboot. Once you reboot, the Hauppauge driver will be installed and ready for use for your product. D. Virtual Active content not found. See Figures D-1A & D-1B FIG.D-1A FIG.D-1B 1. This problem is usually related to an incorrect configuration or a component that has not been installed. 2. Verify the USB Flash Drive is installed into the USB Drive Port inside of the Matrix 7xi console. 3. Go to 7xi Service Mode screen. Press the Enter key, 3-0-0-1, Enter key. Tap or click Virtual Active. Verify that the path variable is set, Root Path = D: E. Touch Screen user and register buttons unresponsive. See Figure E-1 10 7xi Troubleshooting Guide Johnson Health Tech North America
FIG.E-1 1. Reboot the machine. This will clear the memory and restore the unit to normal operation. 2. If the user and register buttons are still unresponsive, go to section A, No Netpulse Network Connectivity. 3. If you have performed all procedures described in section A, No Netpulse Network Connectivity and the buttons still not work, then replace the entire console. F. BootMgr Error. See Figure F-1 FIG.F-1 1. The following may be reasons if your system has encountered the BOOTMGR is missing error shortly when the console is turned on: a. Corrupt and misconfigured files b. Operating system upgrade issues c. Your system is attempting to boot from the drive that s not properly configured, such as a non-bootable source. 2. Firstly, reboot your system. The BOOTMGR error could be a fluke. 3. Reseat the internal CF Flash card. 4. Check the boot sequence in BIOS and make sure the correct bootable device is listed first. G. Weather map won t load. See Figure G-1 11 7xi Troubleshooting Guide Johnson Health Tech North America
FIG.G-1 1. The message Loading appears when your Matrix 7xi device loads a new map or when your device is not connected to the network. 2. If the message Loading appears for a long time, verify that your device is connected to the network. H. The time on my machine is incorrect. 1. Specify your time zone. 2. Go to 7xi Service Mode screen, to access the General settings. Press the Enter key, 3-0-0-1, Enter key. 3. To select a time zone settings tap or click RIGHT ARROW button to move forward between frames. 4. Select your region (or country) and time zone form the Time Zone drop-down list. I. Touch Screen Unresponsive. Touch screen does not respond to any touches. Console has locked up. 1. Reboot the machine. 2. If touch screen has failed entirely, console will need to be replaced. J. Unable to Boot into Matrix Home screen. You are unable to boot normally due to file system errors (data corruption and loss). 1. Shut down the Matrix 7xi console. 2. Disconnect all peripheral devices (if connected), such as flash drives, ipods and any Ethernet cables. 3. Start up your Matrix 7xi console. 4. If the issue persists, check your cables and power source. 12 7xi Troubleshooting Guide Johnson Health Tech North America
5. If the issue persists after you follow the above steps, in many cases, you may need to completely reinstall the operating system. This process will erase all files from your Compact Flash Media. Common causes of data corruption and loss include: 6. Power outages or other power-related problems. 7. Improper shutdowns, such as caused by power outages or performing a hard restart: restarting a frozen or hung system via the power button. (Strongly recommend to use the safe reboot key code: 732668) 8. Hardware problems or failures, including hard drive failures, bad sectors, bad RAM, and the like. 13 7xi Troubleshooting Guide Johnson Health Tech North America