Matrix Fitness 7xi User manual

Troubleshooting Guide:
Matrix 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
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.
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
1| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

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
Replace
LCB
Rewrite
compact
flash card
Replace
compact
flash card
Error code 04B0
(P) 1 2 3 4 5
Error code 04B0
(I) 1
No tuner found 1 2 3 4
Windows Boot
Manager 1
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
Nelpulse
file
Install
audio
tuner
card
driver
Reinstall
TV
drivers
Rewrite
compact
flash
card
Replace
compact
flash
card
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 6
TV application
crash (I) 1 2 3
White screen when trying to
watch live TV 1 2 3
2| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

TROUBLESHOOTING STEPS
The troubleshooting steps below are arranged alphabetically by title.
Check Coax Connections
1. Check connections
a. Run a channel scan to verify tuner picks up all
channels
b. Replace cable if pinched or flattened
c. Replace screw fittings or crimp fittings with
compression fittings <Figure 1>
d. Confirm the cable does not bend 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 with zip ties if needed
2. Measure 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 unit
c. If initial readings from all four decibel readings were
within the normal range, collect Windows logs
Check Console Cable Connection at UCB and MCB/LCB
1. Check communication connections at console and at lower
board
<Figure 2> , <Figure 3>
i. Ensure fully plugged in
ii. Realign if connection is skewed
2.
Examine cable and replace if pinched, flattened, or broken
3. Test
<Figure 2>
<Figure 1>
<Figure 3>
3| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

Check Internet Settings
1. Press Enter 3 0 0 1 Enter to enter 7xi 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 console
5. Plug the Ethernet cable into the Matrix Fitness 7xi
6. Turn on console
7. Press Enter 3 0 0 1 Enter to enter 7xi 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 7xi Update Manager
10. Click Settings
11. Click Set Wireless Defaults for automatic network
configuration. After a few moments, ensure that the message
“Successfully connected to wireless network” is displayed.
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’s valid IP address in the Network Setup fields <Figure
5>
13. If you still have trouble connecting 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 console back and
remove cover
b. Check LVDS cable
i. If crooked or ajar, reseat and test
c. Replace LVDS cable <Figure 8>
d. Test
2. If LCM screen is not lit, replace console
<Figure 7>
<Figure 8>
<Figure 6>
<Figure 5>
<Figure 4>
4| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

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 not blinking, check the connection of the console
cable at the UCB and LCB1
2. If issue remains, check if LED6/7/8 blink at the same time
<Figure 9>, <Figure 10>
a. If blinking, re-install LCB1 software then test. If issue
remains, replace LCB.
b. If not blinking, replace 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. Clear 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. Reinstall all updates
a. While still in Update Manager, press the tab Available
Updates
b. Press Install Available Updates
3. Test
Delete Netpulse File
1. Set up computer accessories <Figure 12>
a. Plug in USB hub with USB drive, keyboard, and mouse attached
b. Turn console off and on again
c. Verify the console recognizes the devices
<Figure 9>
<Figure 10>
<Figure 11>
<Figure 13>
<Figure 12>
5| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

2. 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 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 keyboard
m. Remove computer accessories and reboot console
3. Follow steps to clear update history and reinstall all updates
Install Audio Tuner Card Driver
1. Set up computer accessories <Figure 12>
a. Plug in USB hub with USB drive, keyboard, and mouse
attached
b. Turn console off and on again
c. Verify the console recognizes the devices
2. Install 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 any 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
l. Close all windows
3. Test
a. Relaunch 7xi application
b. Test TV audio
Reboot then Update Current Software Version
Instructions for upgrading to V3.2.6 (all cases)
1. Reboot system
a. Press
Enter 7 3 2 6 6 8 Enter to reboot the system
2. Upgrade software
b. Press Enter 3 0 0 4 Enter to go to Update Manager
Mode
<Figure 15>
<Figure 16>
<Figure 14>
<Figure 17>
<Figure 18>
<Figure 19>
6| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

c. Press Enter 2 5 3 2 7 Enter to clear all software
d. Press Settings and select HTTP or USB as update
source
<Figure 23>
e. Press Available Updates <Figure 24>
f. Press InstallAll Updates <Figure 25>
g. Press Yes
h. Wait until software update is complete
i. When update is complete and machine automatically
returns to the standard display, turn off the machine
j. Wait 30 seconds before turning on machine
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 unit
i. If issue has been resolved, return to update
manager and set Update Source to
HTTP
ii. If issue has not been resolved, review Table 1,
2, or 3 to continue troubleshooting steps
Instructions for upgrading TV database software (case 3 only)
1. Press Enter 3 0 0 4 Enter to go to Update Manager
2. Press Settings and select HTTP as update source <Figure
23>
3. Click Use Alternate HTTP source and key in the special route
by revising to “db” as below in red:
<Figure 226>
engineering.myfitness.com/7xi/db
4. Press
Available Updates <Figure 24>
5. Press Install All Updates <Figure 25>
6. Press Yes
7. Wait until software update is complete
8. When update is complete and machine automatically returns
to the standard display, turn off the machine
9. Wait 30 seconds before turning on machine
<Figure 23>
<Figure 24>
<Figure 20>
<Figure 21>
<Figure 22>
7| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

10. Perform the 7xi TV channel setup. Instructions for this process
are available in section 10.6 of the T7xi Service Guide
11. Test
Reinstall TV Drivers
1. Set up computer accessories <Figure 27>
a. Plug in USB hub with USB drive, keyboard, and mouse
attached
b. Turn console off and on again
c. Verify the console recognizes the devices
2. Enter Device Manager
3. Double click to open
AverMedia
4. Select
Details tab
5. Under
Values , look for the string USB\VID_07CA&PID_B837
<Figure 28>
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.
6. Press
Enter 884678866 Enter (if 2015 AverMedia tuner,
Enter 884678855 Enter
) in start screen to re-install H837
tuner driver
7. Press
Enter 732668 Enter in start screen to reboot console
8. Test
Replace Compact Flash Card
1. Reboot system
2.
If error remains, reseat the internal compact flash card
a. Power off console and unplug machine
b. Remove the console from 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. Return the CF card and ensure connection is straight
f. Reassemble and test
3.
If error remains, replace the internal compact flash card
a.
Turn on the power, wait for welcome screen <Figure
29>
b.
Press Enter 1 0 0 1 Enter
c.
RecordtheAccumulated Mileage,Accumulated Time,
and Serial Number
d.
Press HOME button on screen
<Figure 28>
<Figure 29>
<Figure 27>
<Figure 25>
<Figure 26>
8| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

e. Turn off power and disconnect the cord
f.
Remove four (4) screws from console back and
remove cover
<Figure 26>
g.
Remove the four (4) screws holding the iron plate to
the console frame
<Figure 30>
h. Remove the CF card from the console frame
i. Install replacement CF card
j. Screw on iron plate and console cover
k.
Turn onpower
l.
Wait for the 7xi Setup Wizard to display <Figure 31>
m.
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
iv. Asset Management
v. Serial number
n.
Reboot the console by pressing Enter 7 3 2 6 6 8
Enter
and wait until the welcome screen displays.
Note: If the display shows 04A0, turn off the machine
and wait 30 seconds then turn on the machine
o.
Press Enter 3 0 0 1 Enter to enter Service Mode
p.
Verify the settings under the following tabs:
a.
General
b.
Network
c.
Netpulse
d.
Weather
e.
TV
q.
Press HOME button on screen
r.
Press Enter 3 0 0 5 Enter and install all available
software updates
s.
Test unit
Replace Inverter and Inverter Wire
1. Remove four (4) screws from console back and
remove cover
2. Remove
four (4) screws holding the iron plate to the
console frame
3. Unplug inverter wire
<Figure 32>
4. Remove
two (2) screws holding inverter to lower
board
<Figure 33>
5. Install new wire and inverter
6. Reassemble console and test
Rewrite Compact Flash Card
1. Connect CF card reader to your computer
2. Copy good CF card
<Figure 30>
<Figure 31>
<Figure 34>
<Figure 32>
<Figure 33>
9| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

a. Plug good CF card with good 7xi OS into card
reader
b. Download HDD Raw Copy tool (portable) from
hddguru.com
<Figure 34>
http://hddguru.com/software/HDD-Raw-Copy-
Tool/
c. Open “HDDRawCopy1.10Portable.exe”
<Figure
35>
d. Select the source CF card from the list
<Figure
36>
e. Click
Continue
f. Double-click to create file name
<Figure 37>
g. Press
Save
h. Press
Continue
i. Press
Start to create a good 7xi image file
<Figure 38>
j. Wait for copy to finish
k. Close application
3. Rewrite bad CF card
a. Remove good CF card from reader and plug in
bad CF card
b. Double-click to open
“HDDRawCopy1.10Portable.exe”
<Figure 35>
c. Select the image file you copied from good CF
card (repeat picture)
d. Click
Continue
e. Select “USB Generic Storage Device” as
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
4. Test Rewritten CF card in 7xi console
Replace Tuner & Collect Windows Logs
Note: Prior to the appointment, advise customer to track the date
and time each error occurs over a period of 3 to 4 days. Collect
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 tuner in place
and proceed to collect logs
2. Set up computer accessories
a. Plug in USB hub with USB drive, keyboard, and
mouse attached <Figure 39>
b. Turn console off and on again
c. Verify the console recognizes the devices
3. Collect Windows Application, System, and Administrative
Events Logs
<Figure 40>
<Figure 38>
<Figure 35>
<Figure 36>
<Figure 37>
<Figure 39>
10| Revision Date: [Enter Date] | Revised by: [Enter name or initials]

a. Press CTRL+ALT+DEL on the keyboard
b. Select Task Manager
c. Select File > New Task
d. Enter explorer.exe in the run dialog box
e. Select Control Panel from the left side panel
f. Go to Administrative Tools > Event Viewer
g. Expand the Windows Logs <Figure 40>
h. Right-click on the log labeled Application
i. Select Save All Events As
j. Navigate to the USB drive
k. Save the log file with a name that identifies the
machine and log title. Example: TM01 –
Application
l. Click Save
m. Repeat (h) through (k) to collect the logs labeled
System and Administrative Events
n. Exit all applications
o. Return machine to 7xi home screen
p. Eject computer accessories
4. Email JTHNA CTS
a. Attach customer’s error records
b. Attach Windows logs
c. Include the case number in the subject line
d. Address to the CTS representative who dispatched
your case
11| Revision Date: [Enter Date] | Revised by: [Enter name or initials]