Matrix Retail E50, Troubleshooting Manual

Page: 10 / 24

10/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
A
PPS
& P
ROGRAMS
T
O
C
Fail, Hulu, Netflix, Passport, Browser, Spotify, YouTube, PressReader
Apps don’t work as
expected.
Replace Console
TSG-GB23
AP
P F
AI
LU
RE
Update software to
latest version.
Restore Factory
Defaults, and ensure
the date, time, and
time zone are set
correctly.
Hulu isn’t available
HUL
U
Software version 1.4
removes the Hulu
app due to
incompatibility.
Netflix buffering &
stuttering
NE
TF
LIX
Connect to WiFi
with speed greater
than 5MB/sec.
Passport doesn’t
play correctly
PA
SS
PO
RT
BRO
W
SE
R
Degraded browser
performance
Update software to
latest version.
Browser
performance is
improved by 1.4
software.
Didn’t fix?
Record what app is
failing in Action
Plan.
No better solution
exists.
Won’t fix.
TSG-GB04
Won’t fix.
TSG-GB06
Netflix performance
is limited by
hardware design.
Won’t fix.
TSG-GB07
SP
O
TI
FY
Unable to log in to
Spotify (Xer only)
Set app to full-
screen. The “Log in”
button is not visible
outside of full-
screen; this is a
hardware limitation.
See Passport USB
Compatibility
Service Bulletin
Update console
software to the
latest version.
Reset power on the
Passport Player and
the equipment.
Verify that the
player is within 25 to
30 feet of the
equipment.
Make sure there is a
clear path between
the player and the
equipment.
When using the SIGN UP FREE
button, the console displays "No
internet connection" despite the Wi-
Fi icon showing a connection or
other internet apps working
correctly.
For XER or XIR
(requires Facebook
and Spotify app)
Download the Spotify
app on another iOS/
Android/Windows
device and create an
account if one does
not already exist.
Tap LOG IN. Tap near the top
of the button to avoid
accidentally hitting the back
arrow so that it does not send
you to the workout home
screen.
Open the Spotify
app on your
console.
Select CONTINUE
WITH FACEBOOK
and log in using your
Facebook
credentials.
Create a Spotify
account (at spotify.com
in a browser or within
the Spotify app) on
another device if one
does not already exist.
Select CONNECT TO FACEBOOK in
the Spotify app. Depending on the
operating system, it will either
appear on the home screen or under
Profile > Settings > Facebook. Create
a Facebook account if one does not
already exist.
User does not
have single-sign-
on set up for
Spotify
Issue in v1.5.3.9;
no long-term
solution or ETA
available – use
workaround.
For XIR only
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