Matrix 7XI User Manual

Troubleshooting Guide

Revision

Description

Creator

1.0

Initial release

Jay Mullen

Updated Information

2 7xi Troubleshooting Guide | Johnson Health Tech North America

Table of Contents:

A. No Netpulse Network Connectivity ..................................................................................................... 4

B. You are unable to access the internet ................................................................................................ 6

C. TV Tuner ............................................................................................................................................... 8

D. Virtual Active content not found........................................................................................................ 10

E. Touch Screen user and register buttons unresponsive. ................................................................. 10

F. BootMgr Error. .................................................................................................................................... 11

G. Weather map won’t load. .................................................................................................................... 11

H. The time on my machine is incorrect. .............................................................................................. 12

I. Touch Screen Unresponsive. ............................................................................................................ 12

J. Unable to Boot into Matrix Home screen. ......................................................................................... 12

3 7xi Troubleshooting Guide | Johnson Health Tech North America

A. No Netpulse Network Connectivity

1. Occasionally, you may experience issues when you attempt to access On Demand TV, On

Demand Music Videos, Personal Playlist, Virtual Active, Workout Tracking and more. See
Figures A-1A, A-1B & A-1C

FIG. A-1A FIG. A-1B

FIG. A-1C

Usually the issue can be resolved by doing the following:

2. If you have a Netpulse Gateway at your location, make sure it is plugged in and all

connections to it are secure.

3. Check your router to make sure all connections are correct and secure.

Other things to check:

4. Unplug both the router and gateway for 30 seconds.

5. Plug your gateway back in first. Wait until the gateway is connected, indicated by green light.

6. Plug your router back in and try to view the On Demand program again.

7. If the Netpulse gateway still doesn’t connect, the Matrix Fitness 7xi needs to get sync up and

running.

8. Open the 7xi Service Mode screen. Press the Enter key, 3-0-0-1, Enter key.

9. Tap or click Netpulse.

10. 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. See
Figure A-2

4 7xi Troubleshooting Guide | Johnson Health Tech North America