Matrix Fitness 7xi User manual

Troubleshooting Guide:

7xi Console

Prepared by:

Emilie McWilliams

Date Prepared:

2/20/2015

Effective Date:

2/20/2015

Models Affected:

Matrix 7xi

Original Bulletin:

NB-1407002, Ver. 3

DESCRIPTION

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 App

REQUIRED TOOLS

CF card reader Keyboard and mouse

COMMON CASES

Locate the symptom on Table 1, Table 2, or Table 3 below and follow the troubleshooting steps outlined across the

row. 1, 2, 3, 4, etc. indicate troubleshooting steps.

Table 1: 7xi Console – Picard/GUI Application Crash or Frozen Screen

Photo Symptom

(P: Persistent;

I: Intermittent)

Reboot

then

update

software

Check coax

connections

Check

internet

settings

Replace

inverter

and wire

Replace

tuner and

collect

Windows

logs

Check LCM. If

stating “Welcome,”

replace LVDS

wire. If not lit,

replace console.

Rewrite or

replace

compact

flash card

Can’t link to

internet 1 2 3

Console

shows black

screen 1 2 3

Console stuck

at loading

screen 1 2

White screen

or blue screen

error

(hcw72ATV.s

ys)

1 2 3 4

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2| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

Table 2: 7xi Console - Error Message

Photo Symptom

(P: Persistent;

I: Intermittent)

Reboot

then

update

software

Check

console

cable

connection

at UCB

Check LED6/7/8

status on LCB1.

Does it blink? If yes:

Step 4. If no:

replace console.

Clear

update

history then

reinstall

updates

Reinstall

LCB1

software

Reinstall

TV tuner

drivers Replace

LCB

Rewrite or

replace

compact

flash card

Error code 04B0

(P) 1 2 3 4

Error code 04B0

(I) 1

Netpulse

installation fails 1

No tuner found

(Hauppauge) 1

2 3 4

No tuner found

(AverMedia) 1 2

Windows Boot

Manager

Table 3: 7xi Console – Issue Running App

Photo Symptom

(P: Persistent; I:

Intermittent)

Reboot

then

update

software

Check

internet

settings

Check coax

connections

Check

Netpulse

installation

Clear

update

history

then

reinstall

updates

Delete

All

Channels

Delete

Nelpulse

file

Install

audio

tuner

card

driver

Reinstall

TV tuner

drivers

Rewrite

replace

compact

flash

card

Chinese

characters in

channel list 1 2

Netpulse tab

shows white

screen 1 2 3 5

4 6

No audio on live

TV 1 2

3 4

TV application

crash (P) 1 3*2

4 5

TV application

crash (I) 1 2

*If the customer does not use On Demand TV, skip this step and move to troubleshooting step 4.

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3| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

White screen

when trying to

watch live TV 1

TROUBLESHOOTING STEPS

The troubleshooting steps below are arranged alphabetically by title.

Check Coax Connections

1. To check coax connections:

a. Run a channel scan to verify the tuner picks up all

channels.

b. Replace the coax cable if it is pinched or flattened.

c. Replace screw fittings or crimp fittings with

compression fittings <Figure 1>.

d. Examine the cable for bends that are 90 degrees or

more. Install 90 degree coax adaptors or reroute path

if needed.

e. Verify the cable does not cross the generator within

the console. Reroute the cable with zip ties if needed.

2. Measure the coax signals using a cable signal reader:

Note: Normal coax signal strength reads 10dBmV (+ or –

2dBmV).

a. Using a cable signal reader, measure:

i. At the wall outlet

Note: If readings are below the normal range

from wall, assist the customer with contacting

an A/V company to troubleshoot.

ii. Before and after the splitter (if one is present)

iii. Where the coax cable enters the frame

iv. Where the coax cable hooks to the tuner

within the console

b. If readings are below the normal range, evaluate the

coax connections. Once readings at each point in the

coax run are within the normal range, end

troubleshooting and test the console.

c. If the initial readings from all four decibel readings

were within the normal range, refer to the Table 1, 2,

or 3 to review the next troubleshooting step.

Check Console Cable Connection at UCB and MCB/LCB

1. Check the communication connections at the console and

at the MCB/LCB

Unclip

connections and reattach if the connection is crooked.

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4| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

Examine the cable and replace if it is pinched, flattened, or

broken.

3. Test the console.

Check Internet Settings

1. Press Enter 3 0 0 1 Enter to enter Service Mode.

2. Click Network <Figure 4>.

3. If the Network Setup fields are empty or if the IP Address is

not present, it means the Ethernet cable is not connected or

there is a problem with the network connection.

4. Turn off the console.

5. Plug the Ethernet cable into the console.

6. Turn on the console.

7. Press Enter 3 0 0 1 Enter to enter the Service Mode.

8. Check if a valid IP address is in the Network Setup fields

<Figure 5>.

9. Press Enter 3 0 0 4 Enter to enter Update Manager.

10. Click Settings.

11. Click Set Wireless Defaults for automatic network

configuration. After a few moments, the message

“Successfully connected to wireless network” should display.

Note: If the message shows “Failed to connect to wireless

network!” you will need to diagnose your networking issue.

<Figure 6>.

12. Press Enter 3 0 0 1 Enter to enter 7xi Service Mode. Check if

there is a valid IP address in the Network Setup fields <Figure

5>.

13. If you still have trouble connecting to the network, you have

isolated the issue to the server. Please contact your network

administration for assistance.

Check LCM

1. If LCM screen is lit and showing “Matrix” or “Welcome,”

replace the inverter and inverter wire <Figure 7>.

a. Remove four (4) screws from the back of the console

remove cover.

b. Check the LVDS cable. If the cable crooked or ajar,

reseat and test the console.

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5| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

c. If the issue remains, replace LVDS cable <Figure 8>.

d. Test the console.

2. If LCM screen is not lit, replace the console.

Check LED6/7/8 Status on LCB1

1. Check LED8 on LCB1 <Figure 9>, <Figure 10>:

a. If blinking, turn off the power to the unit, then turn on

power again after 3 seconds.

b. If it is not blinking, check the connection of the console

cable at the UCB and LCB1.

2. If the issue remains, check if LED6/7/8 blink at the same time

<Figure 9>, <Figure 10>:

a. If blinking, reinstall LCB1 software then test. If issue

remains, replace the LCB.

b. If not blinking, replace the console.

Check Netpulse Installation

1. Press Enter 3 0 0 1 Enter to open the 7xi Service Mode.

2. Tap or clickNetpulse.

3. 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 <Figure 11>.

4. Tap or click Test Network.

5. Verify initial connectivity and all network tests passed.

Clear Update History, Then Reinstall Updates

1. Follow these steps to clear the update history:

a. Press Enter 3 0 0 4 Enter to enter Update Manager.

b. Press 2 5 3 2 7 Enter.

Note: This will delete the update history. Wait for a

confirmation message.

2. To reinstall all updates:

a. While still in Update Manager, press the tab Available

Updates.

b. Press Install Available Updates.

3. Test the console.

Delete All Channels

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6| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

1. Press Enter 3 0 0 1 Enter to enter Service Mode, then press the

TV tab.

2. Press Delete All Channels. This button is located underneath the

Channel List <Figure 12>.

Delete Netpulse File

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 on again.

c. Verify the console recognizes the devices.

To delete Netpulse:

a. Open Computer.

b. Press CTRL+ALT+DEL on the keyboard.

c. Select Task Manager.

d. Click File > New Task <Figure 13>.

e. Type Explorer then click OK <Figure 14>.

f. Open the location C:/apps/netpulse <Figure 15>.

g. Open the BIN folder.

h. Double click to run NPstop <Figure 16>.

i. Wait as a black dialogue box appears and runs.

j. Navigate to the location C:/apps.

k. Click once to highlight Netpulse folder.

l. Press Delete on the keyboard.

m. Remove the computer accessories and reboot the console.

Clear the update history and reinstall all updates.

Install Audio Tuner Card Driver

Set up the computer accessories <Figure 12>.

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.

Install the Audio Tuner Card Driver:

a. Press CTRL+ALT+DEL on the keyboard.

b. Select Task Manager.

c. Select File > New Task <Figure 13>.

d. Type Explorer then click OK <Figure 17>.

e. Right-click Computer and select Properties <Figure 18>.

f. Select Device Manager from the System page <Figure

19>.

g. Click the arrow to expand Sound, video, and game

controllers <Figure 20>.

h. Right-click WinTV HVR-950-q USB Audio Device and

select Uninstall <Figure 21>.

i. Click Yes to all prompts.

j. After the device has been uninstalled, select the icon to

Scan Computer for Hardware Changes <Figure 22>.

k. Wait as audio device automatically installs.

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7| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

l. Close all windows.

Test

a. Relaunch the 7xi application.

b. Test the TV audio.

Reboot, Then Update Current Software Version

Instructions for upgrading to V3.2.6 (all cases)

Press

Enter 7 3 2 6 6 8 Enter

to reboot the system.

Upgrade the software version:

b. Press

Enter 3 0 0 4 Enter

to go to the Update Manager

Mode.

c. Press

Enter 2 5 3 2 7 Enter

to clear all software.

d. Press

Settings

and select

HTTP

USB

as update

source

e. Press

Available Updates

f. Press

InstallAll Updates

g. Press

Yes

h. Wait until the software update is complete.

i. When the update is complete and the console

automatically returns to the standard display, turn off

the power.

j. Wait 30 seconds before turning on the power.

k. Press

Enter 3 0 0 1 Enter

to go to Service Mode.

l. Press

General

and ensure the software versions are

correct.

m. Press

Enter 7 3 2 6 6 8 Enter

to reboot the system.

n. Test the console:

i. If the issue has been resolved, return to the

Update Manager and set the Update Source to

HTTP

ii. If the issue has not been resolved, review

Table 1, 2, or 3 to continue the troubleshooting

steps.

Instructions for upgrading TV database software (case 3 only)

1. Press

Enter 3 0 0 4 Enter

to go to the Update Manager.

<Fi 24>

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8| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

2. Press

Settings

and select

HTTP

as update source

<Figure

23>

3. 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

5. Press

Install All Updates <Figure 25>

6. Press

Yes

7. Wait until software update is complete

8. When the update is complete and machine automatically

returns to the standard display, turn off the machine.

9. Wait 30 seconds before turning on the machine.

10. Perform the 7xi TV channel setup.

11. Test the console.

Reinstall TV Tuner Drivers

If the touchscreen does not respond, begin with step 1. If the

touchscreen responds, begin with step 6.

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.

2. Set up the computer accessories <Figure 27>:

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.

3. Enter

Device Manager

4. Double click to open

AverMedia

5. Select the

Details

tab

6. Under

Values

, look for the string

USB\VID_07CA&PID_B837

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 6.

7. On the home page, press the appropriate code below to

reinstall the H837 tuner driver:

a. If Hauppauge tuner:

Enter 884678866 Enter

b. If 2015 AverMedia tuner:

Enter 884678855 Enter

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9| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

8. Press

Enter 732668 Enter

the

start screen to reboot the

console.

9. Test the console.

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. Install the new wire and inverter

6. Reassemble and test the console

Rewrite or Replace Compact Flash Card

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. Remove the console from the frame and remove the

back cover of the console.

c. Remove the

four (4)

screws holding the iron plate to the

console frame

d. Carefully remove the CF card.

e. Reattach the CF card and ensure the connection is

straight.

f. Reassemble and test the console.

i. If the issue remains and a CF card reader

<Figure

32>

is available, begin with step 3 below to rewrite

the bad CF card.

ii. If the issue remains and a CF card reader is not

available, begin with step 8 to replace the CF card.

Follow these instructions to rewrite a bad CF card using a CF card

reader:

3. Record the Accumulated Distance, Accumulated Time, and

Serial Number. This data resets when the CF card is rewritten.

4. Connect the CF card reader to your computer

5. Copy the good CF card.

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10| Revision Date: 11/10/15 | Revised by: Emilie McWilliams

a. Plug the good CF card with the good 7xi OS into the

card reader.

b. Download the HDD Raw Copy tool (portable) from

hddguru.com

http://hddguru.com/software/HDD-Raw-Copy-Tool/

c. Open “HDDRawCopy1.10Portable.exe”

d. Select the source CF card from the list

e. Click

Continue

f. Double-click to create the file name

g. Press

Save

h. Press

Continue

i. Press

Start

to create a good 7xi image file

<Figure

36>

j. Wait for the copy to finish

k. Close the application

6. Rewrite the bad CF card:

a. Remove the good CF card from reader and plug in bad

CF card.

b. Double-click to open “HDDRawCopy1.10Portable.exe”

c. Select the image file you copied from good CF card

d. Click

Continue

e. Select “USB Generic Storage Device” as the destination

disk

f. Click

Continue

g. 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.

Follow these instructions to replace a bad CF card:

8. If the error remains, replace the internal compact flash card:

Turn on the power, wait for the welcome screen

Press

Enter 1 0 0 1 Enter

RecordtheAccumulated Mileage,Accumulated Time,

and Serial Number.

Press

HOME

button on the screen.

Turn off the power and disconnect the cord.

Remove

four (4)

screws from the back of the console

and set the cover aside.

Remove the

four (4)

screws holding the iron plate to

the console frame

h. Remove the CF card from the console frame.

Install the replacement CF card.

j. Reattach the iron plate and console cover

Turn onthe power.

Wait for the 7xi Setup Wizard to display

Using the left and right arrow to scroll pages, select

the appropriate settings for the following categories:

i. Model

ii. Language

iii. Date, time, and time zone

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