f the customer does not use on demand tv, skip this step

1| Revision Date: 9/1/16 | Revised by: Emilie McWilliams

Troubleshooting Guide: 7xi Console

Prepared by: Emilie McWilliams

Date Prepared: 2/20/2015

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. Click on a troubleshooting step title to view instructions.

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

Photo

Symptom (P:

Persistent; I: Intermittent)

Reboot, then

update software

(p.15)

Check coax connections

(p.3)

Check internet settings

(p.5)

Check, remove

iPod cable (p.8)

Replace inverter and wire

(p.19)

Replace tuner and collect

Windows logs (p.25)

Check LCM. (p.6) If stating “Welcome,”

replace LVDS wire. If not lit,

replace console.

Rewrite or replace compact

flash card (p.21)

Can’t link to internet 1 2 3

Console shows black

screen 1 2 3 4

Console stuck at loading screen

1 2

White screen or

blue screen error

(hcw72ATV.sys)

1 2 3 4

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Table 2: 7xi Console - Error Message

Photo Symptom

(P: Persistent; I: Intermittent)

Reboot, then

update software

(p.15)

Check console cable

connection at UCB

(p.4)

Check LED6/7/8 status on LCB1

(p.7) Does it blink? If yes: Step 4. If no: replace

console.

Clear update

history, then reinstall updates

(p.9)

Reinstall LCB1

software

Reinstall TV tuner drivers (p.18)

Replace LCB

Rewrite or replace compact

flash card and tuner

(p.21)

Error code 04B0 (P) 1 2 3 4 5

Error code 04B0 (I) 1

Netpulse installation fails 1 2

No tuner found (Hauppauge) 1 2 3 4

No tuner found (AverMedia) 1 2 3

Windows Boot Manager 1

System available space is not enough (P)

1 (card with GUI V6.10 or above)

Table 3: 7xi Console – Issue Running App

Photo Symptom


Reboot, then

update software

(p.15)

Check coax

connec-tions (p.3)


(p.5)

Check Netpulse installati-

on (p.8)

Clear update history,

then reinstall updates

(p.9)

Delete All

Channels (p.9)

Delete Nelpulse

file (p.10)

Install audio tuner card driver (p.12)

Reinst-all TV tuner

drivers (p.18)

Replace VA USB

drive (p.20)

Rewrite or

replace compact

flash card

(p.21)

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 2 3* 4 5

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

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Photo Symptom


Reboot, then

update software

(p.15)

Check coax

connec-tions (p.3)


(p.5)

Check Netpulse installati-

on (p.8)

Clear update history,

then reinstall updates

(p.9)

Delete All

Channels (p.9)

Delete Nelpulse

file (p.10)

Install audio tuner card driver (p.12)

Reinst-all TV tuner

drivers (p.18)

Replace VA USB

drive (p.20)

Rewrite or

replace compact

flash card

(p.21)

TV application

crash (I) 1 2 3

White screen when trying to watch live TV

1 2

after clicking “Next Video”

in VA.

1

2

TROUBLESHOOTING STEPS

The troubleshooting steps 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.

d. If the cable bends 90 degrees or more, install 90 degree coax adaptors or reroute the cable.e. Reroute the cable as necessary so that it does not cross the generator within the console.

2. Measure the coax signals using a cable signal reader. (Normal coax signal strength reads 10dBmV, +or – 2dBmV.)

a. Take a measurement at each of the locations listed below:i. At the wall outlet. (If readings are below the normal range from wall, the customer

must contact an A/V company to troubleshoot.)ii. Before and after the splitter (if one is present)iii. Where the coax cable enters the frameiv. 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 eachpoint 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 theTable 1, 2, or 3 to review the next troubleshooting step.

Black screen

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Check Console Cable Connection at UCB and MCB/LCB

1. Check the console cable connections at the console and at the MCB/LCB. If a connection is crooked, unclip the cable and then reattach it.

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

3. Test the console.

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Check Internet Settings

1. Press Enter 3 0 0 1 Enter to enter Service Mode, and then touch the Network tab.

2. If the Network Setup fields are empty or if the IP Address is not present, the Ethernet cable may be disconnected or there may be a problem with the network connection.

3. Turn off the console, plug in the Ethernet cable, and then turn the console back on.

4. Press Enter 3 0 0 1 Enter to enter Service Mode, and then touch the Network tab.

5. Check for a valid IP address is in the Network Setup fields.

6. If the issue remains, press Enter 3 0 0 4 Enter to enter Update Manager, and then touch the Settings tab.

7. Touch 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.

8. Press Enter 3 0 0 1 Enter to enter Service Mode. Check if there is a valid IP address in the Network Setup fields.

9. If you still have trouble connecting to the network, you have isolated the issue to the server. Please

contact your network administration for assistance.

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Check LCM

1. If the LCM screen is lit and showing “Matrix” or “Welcome,” follow the instructions below to replace the inverter and inverter wire:

a. Remove four (4) screws from the back of the console cover. b. Check the LVDS cable. If the cable connection is crooked or ajar, unclip the cable and then

reattach it.

c. If the issue remains, replace the LVDS cable. d. Test the console.

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

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Check LED6/7/8 Status on LCB1

1. Check LED8 on LCB1:

a. If LED8 is blinking, turn off the power to the unit, and then turn on power again after 3 seconds. b. If LED8 is not blinking, check the connection of the console cable at the UCB and LCB1.

2. If the issue remains, check whether LED6, LED7, and LED8 blink at the same time:

a. If they blink, reinstall the LCB1 software and then test. If the issue remains, replace the LCB. b. If they do not blink, replace the console.

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Check Netpulse Installation

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

2. Touch the Netpulse tab.

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.

4. Tap or click Test Network.

5. Once the test is complete, check the log to make sure all network tests passed. Check, Remove iPod Cable

1. Check the iPod cable. If the connector is rusty, proceed to Step 2.

2. Remove four (4) screws from the back of the console and set the cover aside.

3. Remove four (4) screws holding the iron plate to the console frame.

4. Unplug and remove the iPod cable.

5. Reassemble the console, using a cover to conceal the iPod input on the front of the console.


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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. 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.


Delete All Channels

1. Press Enter 3 0 0 1 Enter to enter Service Mode, then touch the TV tab.

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

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Delete Netpulse File

1. 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 then on again. c. Verify that the console recognizes the devices.

2. Follow these steps to delete Netpulse:

a. Open Computer. b. Press CTRL+ALT+DEL on the keyboard. c. Select Task Manager. d. Click File > New Task.

e. Type Explorer then click OK.

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f. Open the folder C:/apps/netpulse.

g. Open the BIN folder. h. Double-click to run NPstop.

i. Wait as a black dialogue box appears and runs. j. Navigate to the location C:/apps. k. Click once to highlight the Netpulse folder. l. Press Delete on the keyboard. m. Remove the computer accessories and reboot the console.

3. Clear the update history and reinstall all updates.

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Install Audio Tuner Card Driver

1. Set up the computer accessories. 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.

2. Install the Audio Tuner Card Driver:

a. Press CTRL+ALT+DEL on the keyboard. b. Select Task Manager. c. Select File > New Task.

d. Type Explorer then click OK.

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e. Right-click Computer and select Properties.

f. Select Device Manager from the System page.

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

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

i. Click Yes on all prompts.

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j. After the device has been uninstalled, click on the icon shown below. This will scan the computer for hardware changes.

k. The audio device installation begins. l. Once the installation is complete, close all windows.

3. Test

a. Return to the Matrix home screen. b. Test the TV audio.

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Reboot, Then Update Current Software Version

Instructions for upgrading to V3.2.6 (all cases)

1. Press Enter 7 3 2 6 6 8 Enter. This reboots the system.

2. Upgrade the software version: b. Press Enter 3 0 0 4 Enter to open Update Manager.

c. Press Enter 2 5 3 2 7 Enter to clear all software.

d. Touch the Settings tab and select HTTP or USB as the update source.

e. Press Available Updates.

f. Press Install All 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.

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j. Wait 30 seconds before turning on the power.

k. Press Enter 3 0 0 1 Enter to open Service Mode.

l. Touch the General tab and verify 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 open Update Manager.

2. Press Settings and select HTTP as update source.

3. Click Use Alternate HTTP source and key in the special route “db” as shown below in red: engineering.myfitness.com/7xi/db

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4. Press Available Updates.

5. Press Install All Updates.

6. Press Yes.

7. Wait until software update is complete.

8. When the update is complete and the console returns to the Matrix home screen, turn off the machine.

9. Wait 30 seconds before turning on the console.

10. Perform the TV channel setup.


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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: a. Plug in a USB hub with a USB drive, keyboard, and mouse attached.

b. Turn the console off and then on again. c. Verify that 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

8. Press Enter 732668 Enter on the start screen to reboot the console.


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Replace Inverter and Inverter Wire



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.

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Replace the VA USB Drive

Johnson Health Tech has improved the VA USB drive. The updated drive is available beginning in February 2016. New drives are marked with a blue dot. Follow the instructions below to install the new drive:



3. Remove the old VA USB drive.

4. Install the replacement VA USB drive in the frame.

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Rewrite or Replace Compact Flash Card and Tuner

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 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.

† Please note: When troubleshooting the error message “System available space is not enough”, use a rewritten CF card with software version GUI V6.10 or above.

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5. Copy the good CF card. 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, and then click Continue.

e. Double-click to create the file name.

f. Press Save.

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

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g. Press Continue.

h. Press Start to create a good 7xi image file.

i. Wait for the copy to finish. j. 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 and tuner.

Follow these instructions to replace a bad CF card‡. You should also replace the tuner at the same time as the CF card.

8. If the error remains, replace the internal compact flash card: a. Turn on the power, wait for the welcome screen.

‡ Please note: When troubleshooting the error message “System available space is not enough”, use a replacement CF card with software version GUI V6.10 or above.

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b. Press Enter 1 0 0 1 Enter to open Manager Mode. c. Record the Accumulated Mileage, Accumulated Time, and Serial Number. d. Press HOME button on the screen. e. Turn off the power and disconnect the cord. f. Remove four (4) screws from the back of the console and set the cover aside. g. Remove the four (4) screws holding the iron plate to the console frame.

h. Remove the CF card from the console frame. i. Install the replacement CF card. j. Remove the tuner from the console. k. Install a new tuner. l. Reattach the iron plate and console cover. m. Turn on the power. n. Wait for the 7xi Setup Wizard to display.

o. 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

p. Reboot the console by pressing Enter 7 3 2 6 6 8 Enter, then wait until the welcome screen displays. Note: If the display shows 04A0, turn off the machine, wait 30 seconds, and then turn on the machine.

q. Press Enter 3 0 0 1 Enter to enter Service Mode. r. Verify the settings under the following tabs:

i. General ii. Network iii. Netpulse iv. Weather v. TV

s. Press the HOME button on the screen. t. Press Enter 3 0 0 5 Enter and install all available software updates. u. Test the console.

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Replace Tuner & Collect Windows Logs Note: Prior to the appointment, ask the customer to track the date and time each error occurs over a period of three to four days. Collect the 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 the tuner in place and proceed to collect logs.

2. Set up the computer accessories: 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. Collect the Windows Application, System, and Administrative Events Logs:

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.

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.

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n. Exit all applications. o. Return the console to 7xi home screen. p. Eject the computer accessories.

4. Email Johnson Health Tech North America - Customer Tech Support:

a. Attach the customer’s error records. b. Attach the Windows logs. c. Include the case number in the subject line. d. Address the message to the CTS representative who dispatched your case.

f the customer does not use on demand tv, skip this step

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