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Matrix 7xi Troubleshooting Manual

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Download this manual See also: Service Manual, User Manual
Prepared by:
Emilie McWilliams
D
ESCRIPTION
Use this guide to troubleshoot a 7xi console. Tables are organized by symptoms:
Table 1 – Picard/GUI Application Crash or Frozen Screen
Table 2 – Error Message
Table 3 – Issue Running TV App
Table 4 – Issue with Internet or Entertainment App
R
T
EQUIRED
OOLS
CF card reader
Keyboard and mouse
C
C
OMMON
ASES
Locate the symptom on Table 1, Table 2, Table 3, or Table 4 on the following pages and try the troubleshooting steps outlined across the row. 1, 2, 3, 4, etc.
indicate troubleshooting steps. Click on a troubleshooting step title to view instructions.
1| Revision Date: 8/30/2017 | Revised by: EM
Troubleshooting Guide:
7xi Console
Date Prepared:
Models Affected:
2/20/2015
2015 or earlier 7xi
consoles
Original Bulletin:
NB-1407002, Ver. 3

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Summary of Contents for Matrix 7xi

  • Page 1 2015 or earlier 7xi NB-1407002, Ver. 3 consoles ESCRIPTION Use this guide to troubleshoot a 7xi console. Tables are organized by symptoms: Table 1 – Picard/GUI Application Crash or Frozen Screen Table 2 – Error Message Table 3 – Issue Running TV App Table 4 –...
  • Page 2 Table 1a: 7xi Console – Picard/GUI Application Crash or Frozen Screen Check LCM. Rewrite or Reboot, then If stating replace compact Symptom update current “Welcome,” flash card and Photo (P: Persistent; I: software Check, remove Check RAM Replace inverter replace LVDS...
  • Page 3 Table 2: 7xi Console - Error Message Check Reboot, Check LED6/7/8 Symptom then console status on LCB1 Rewrite or update cable (p.9) replace Photo Persistent; current connection Does it blink? compact software at UCB If yes: Step 4. Reinstall Reinstall TV...
  • Page 4 Table 3: 7xi Console – Issue Running TV App Reboot, Rewrite or then update replace Symptom current Check Install audio compact Photo (P: Persistent; software Check coax internet Delete all tuner card Reinstall TV flash card I: Intermittent) version connections...
  • Page 5 Table 4: 7xi Console – Issue with Internet or Entertainment App Reboot, then Rewrite or update replace Symptom current compact Photo (P: Persistent; software Check internet Check Netpulse Check Wi-Fi Delete Replace the VA flash card I: Intermittent) version settings...

  • Page 6: Troubleshooting Steps

    ROUBLESHOOTING STEPS The troubleshooting steps are arranged alphabetically by title. Check coax connections 1. To check coax connections: Run a channel scan to verify the tuner picks up all channels. Replace the coax cable if it is pinched or flattened. Replace screw fittings or crimp fittings with compression fittings.
  • Page 7 Check console cable connection at UCB and MCB/LCB 1. Check the console cable connections at the console and at the MCB/LCB. If a connection is crooked, unclip the cable and then reattach it. 2. Examine the cable and replace if it is pinched, flattened, or broken. 3.
  • Page 8 Check internet settings 1. Press Enter 3 0 0 1 Enter to enter Service Mode, and then touch the Network tab. 2. If the Network Setup fields are empty or if the IP Address is not present, the Ethernet cable may be disconnected or there may be a problem with the network connection.
  • Page 9 Check LED6/7/8 status on LCB1 1. Check LED8 on LCB1: a. If LED8 is blinking, turn off the power to the unit, and then turn on power again after 3 seconds. b. If LED8 is not blinking, check the connection of the console cable at the UCB and LCB1. 2.
  • Page 10 Check Netpulse installation 1. Press Enter 3 0 0 1 Enter to open Service Mode, and then touch the Netpulse tab. 2. 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.
  • Page 11 Check RAM placement The RAM can be improperly inserted. To verify that RAM is properly seated, reinstall RAM: Remove four (4) screws from the back of the console and set the cover aside. Remove four (4) screws holding the iron plate to the console frame. Remove the RAM.
  • Page 12 Check, remove iPod cable 1. Check the iPod cable. If the connector is rusty, proceed to Step 2. 2. Remove four (4) screws from the back of the console and set the cover aside. 3. Remove four (4) screws holding the iron plate to the console frame. 4.
  • Page 13 Check, update LCM software 1. Press Enter 3 0 0 1 Enter to enter Service Mode. 2. Check if LCM software is version 84 or above. a. If yes, replace the LCM board. b. If no, upgrade the LCM software (see steps 3-9 below). 3.
  • Page 14 6. Next, press Enter 3 0 0 1 Enter to go to Service Mode, and then press the Hardware tab. (The LCM listing on the page now shows “Update”, which means new LCM software is available in the CF card.) Press Update.
  • Page 15 Check Wi-Fi antennas 1. Press Enter 3 0 0 1 Enter to enter Service Mode, and then choose the Networks tab. If no networks show, the Wi-Fi antennas may be disconnected. 2. Remove four (4) screws from the back of the console and set the cover aside. 3.
  • Page 16 Delete all channels Press Enter 3 0 0 1 Enter to enter Service Mode, then touch the TV tab. Press Delete All Channels. This button is located underneath the Channel List. 16| Revision Date: 8/30/2017 | Revised by: EM...
  • Page 17 Delete Netpulse file 1. Follow these steps to set up the computer accessories: a. Plug in USB hub with USB drive, keyboard, and mouse attached. b. Turn the console off and then on again. c. Verify that the console recognizes the devices. 2.
  • Page 18 Open the folder C:/apps/netpulse. g. Open the BIN folder. h. Double-click to run NPstop. Wait as a black dialogue box appears and runs. Navigate to the location C:/apps. k. Click once to highlight the Netpulse folder. Press Delete on the keyboard. m.
  • Page 19 Install audio tuner card driver 1. Set up the computer accessories. a. Plug in a USB hub with a USB drive, keyboard, and mouse attached. b. Turn the console off and on again. c. Verify the console recognizes the devices. 2.
  • Page 20 d. Type Explorer then click OK. e. Right-click Computer and select Properties. Select Device Manager from the System page. 20| Revision Date: 8/30/2017 | Revised by: EM...
  • Page 21 After the device has been uninstalled, click on the icon shown below. This will scan the computer for hardware changes. k. Once the installation is complete, close all windows. Return to the Matrix home screen and test the TV audio.
  • Page 22 Reboot, then update current software version Instructions for upgrading to V3.2.6 (all cases) Press Enter 7 3 2 6 6 8 Enter. This reboots the system. Upgrade the software version: b. Press Enter 3 0 0 4 Enter to open Update Manager. c.
  • Page 23 Press Install All Updates. g. Press Yes. h. Wait until the software update is complete. When the update is complete and the console automatically returns to the standard display, turn off the power. Wait 30 seconds before turning on the power. k.
  • Page 24 2. Press Settings and select HTTP as update source. Click Use Alternate HTTP source and key in the special route “db” as shown below in red: engineering.myfitness.com/7xi/db 4. Press Available Updates. 24| Revision Date: 8/30/2017 | Revised by: EM...
  • Page 25 6. Press Yes. 7. Wait until software update is complete. 8. When the update is complete and the console returns to the Matrix home screen, turn off the machine. 9. Wait 30 seconds before turning on the console. 10. Perform the TV channel setup.
  • Page 26 Reinstall TV tuner drivers If the touchscreen does not respond, begin with Step 1. If the touchscreen responds, begin with Step 5. 1. Confirm which type of tuner the unit has (Hauppauge or Avermedia) by pressing Enter 5869 Enter while on the welcome screen. A ribbon will scroll at the top of the screen.
  • Page 27 a. If this string is present, the console identifies the tuner. Move to the next troubleshooting step: Replace CF card. b. If this string is not present, the tuner cannot be identified. Continue to Step 7. 6. On the home page, press the appropriate code below to reinstall the H837 tuner driver: a.
  • Page 28 Replace inverter and inverter wire 1. Remove four (4) screws from the back of the console and set the cover aside. 2. Remove four (4) screws holding the iron plate to the console frame. 3. Unplug the inverter wire. 4. Remove two (2) screws holding the inverter to the lower board. 5.
  • Page 29 Replace the LCM board 29| Revision Date: 8/30/2017 | Revised by: EM...
  • Page 30 Replace LVDS Wire If the LCM screen is lit and showing “Matrix” or “Welcome,” follow the instructions below: 1. Remove four (4) screws from the back of the console cover. 2. Check the LVDS cable. If the cable connection is crooked or ajar, unclip the cable and then reattach it.
  • Page 31 Replace RAM Check the RAM <Figure 16>: a. Ensure the RAM card is seated properly in the slot. b. Test the console. If the issue remains, continue to step (c). c. Download the diagnostic tool to a USB. d. Connect the keyboard to the console using a USB port. e.
  • Page 32 h. Press (down arrow) on the keyboard to move to the Boot Device Priority option <Figure 18>. Boot Device Priority Press Enter on the keyboard. Press the + (plus) or – (minus) key until the USB drive shows. k. Press F10 to save and select Yes. Connect the USB to the console.
  • Page 33 Replace tuner & collect Windows logs Note: Prior to the appointment, ask the customer to track the date and time each error occurs over a period of three to four days. Collect the customer’s records while onsite. 1. Install a new tuner if a replacement is available. If you do not have a replacement tuner on hand, leave the tuner in place and proceed to collect logs. 2.
  • Page 34 Repeat (h) through (k) to collect the logs labeled System and Administrative Events. n. Exit all applications. o. Return the console to 7xi home screen. p. Eject the computer accessories. 4. Email Johnson Health Tech North America - Customer Tech Support: a.
  • Page 35 Rewrite or replace compact flash card and tuner To begin, follow these instructions to reposition the original CF card: 1. Reboot the system. 2. If the error remains, reseat the internal compact flash card: a. Power off the console and unplug the power cord. b.
  • Page 36 5. Copy the good CF card. 1. Plug the good CF card with the good 7xi OS into the card reader. 2. Download the HDD Raw Copy tool (portable) from hddguru.com. http://hddguru.com/software/HDD-Raw-Copy-Tool/ 3. Open “HDDRawCopy1.10Portable.exe”. 4. Select the source CF card from the list, and then click Continue.
  • Page 37 5. Double-click to create the file name. 6. Press Save. 7. Press Continue. 8. Press Start to create a good 7xi image file. 9. Wait for the copy to finish. 10. Close the application. 37| Revision Date: 8/30/2017 | Revised by: EM...
  • Page 38 Press Start to copy the image to your CF card. h. If a warning message asks you to confirm, press Yes. 7. Test the rewritten CF card in the 7xi console. If the error remains, replace the CF card and tuner. ‡...
  • Page 39 Reattach the iron plate and console cover. m. Turn on the power. n. Wait for the 7xi Setup Wizard to display. o. Using the left and right arrow to scroll pages, select the appropriate settings for the following categories: Model Language iii.
  • Page 40 q. Press Enter 3 0 0 1 Enter to enter Service Mode. Verify the settings under the following tabs: General Network Netpulse iii. Weather s. Press the HOME button on the screen. Press Enter 3 0 0 5 Enter and install all available software updates. u.

  • Page 41: Set Bios Data

    Set BIOS Data 1. Connect keyboard to console using USB port. 2. Power off and then power on the console. 3. Repeatedly press Delete on the keyboard until BIOS setup menu appears. 4. Press (right arrow) on the keyboard to move to the boot option. Boot 5.
  • Page 42 Boot Device Priority 6. Choose the HDD: SM-TS0GCF300 by pressing Enter on the keyboard. HDD: SM-TS0GCF300 7. Press F10 on the keyboard to save and exit 42| Revision Date: 8/30/2017 | Revised by: EM...