Matrix Retail E50, Troubleshooting Manual

Page: 18 / 24

18/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
I
NTERNET
C
ONNECTION
& W
I
-F
I
T
O
C
Signal, Network, Slow
Console can’t
connect to Wi-Fi
NO
C
ONNE
CT
IO
N
Update software to
latest version.
Restore Factory
Defaults and ensure
the correct Machine
Type is chosen.
If advised,
replace Console
TSG-JB32
Wait 5 minutes.
Attempt connection
to network again.
If router is dual-
band, set one SSID
to 2.4GHz and
attempt connection
to that network.
(See dual-band
router notes below.)
Didn’t fix?
Record error logs to
USB drive in
Engineering
Menu>Errors;
record make/model
of router.
Try connecting to a
cell phone hotspot/
Jetpack. (Not a
customer-provided
network)
Console does not display
the connected Wi-Fi icon
NO
W
I-F
I I
CO
N
The console may not display
the connected Wi-Fi icon
even if a connection exists.
Open the Netflix app to
verify connection status—
see icon notes below.
If your issue persists, Click here .
Additional Information
• Internet issues are difficult, because we can’t be responsible for the internet at customer sites.
Failures are frequently with the network, and not related to our equipment.
• Router settings found to be most compatible with our equipment:
o
“MAC” Filtering disabled
o “DHCP” enabled
o “WPA”, “WPA2-Personal”, or “WEP” encryption
o “TKIP-only” encryption
o “Band Steering” enabled
o
Change the router password so it doesn’t use any special characters
•
Dual-band routers: Some dual-band routers will incorrectly apply their "band steering" feature to
the console and try to force it to use the 5 GHz band, but the console is only compatible with 2.4
GHz. The customer can try disabling band steering on the router (see the router Owner’s Manual)
or giving each band its own unique SSID (e.g. "Home-5G" for 5 GHz and "Home-2G" for 2.4
GHz), then setting up the connection on the console with the 2.4 GHz band.
• Icons indicating connectivity (see icon list on page 3): The console will sometimes fail to display
the connected Wi-Fi icon (or even display a disconnected Wi-Fi icon) when a connection still
exists.
o
A user can open the Netflix app to verify if the Wi-Fi is disconnected. Netflix will display
an error that begins, “We are unable to detect an internet connection”.
o If the Wi-Fi icon is crossed out even when the console is connected, update console
software to version 1.5.3.9.
•
ViaFit xIDs with a leading zero (i.e. 0008675309) have been known to not work correctly.
Reference Console Information – ViaFit User Guide .