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MXO2 Stopped powering on

 
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motimedia
(MXO2)




Joined: 04 Jul 2005
Posts: 2

PostPosted: Mon Mar 23, 2015 6:32 pm    Post subject: MXO2 Stopped powering on Reply with quote

For some reason my MXO2 stopped powering on and i have tried everything I know. I received a new Thunderbolt adapter to use for my iMac but i can't even get the unit to power on anymore. Could this be an issue with the motherboard? How can I send it it for repair?
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Matrox_Support_Joe
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PostPosted: Tue Mar 24, 2015 9:03 am    Post subject: Reply with quote

Please list the MAC models you are working with as well as the OSX versions.

Does your iMAC spec description specifically list Thunderbolt support?

Was the MXO2 working a desktop or laptop system? Work with one system at a time by going through the checklist below. Then let me know the status of the 'other multimedia' device in the PCI Cards section of the MAC system report as well as the T/ADP entry in the Thunderbolt section (for the Thunderbolt system).

Please go through the checklist below. Work with one system at a time.

MXO2 Hardware Connection Checklist for MAC and PC

1. Power off both the computer system (PC or MAC) and unplug the MXO2 A/C power adapter.

2. Disconnect the Matrox host cable on both the MXO2 and computer system. Inspect the host cable pins on both connector ends. The pins must all be perfectly straight. Having just one slightly distorted pin can cause hardware detection issues. Use a small flat head screwdriver to straighten any bent pins.

Important: The host cable connector ends are D-shaped & must be inserted in the proper orientation.

There are 4 different types of host cables that have been sold since the MXO2 products began production.
Type 1: A 'Molex' label printed on both sides of the connector.

Type 2: A green dot printed on the wider side of the connector

Type 3: A yellow arrow printed on the wider side of the connector

Type 4: A large 'A' or 'B' label printed on each end of the cable (this is the newest cable). The 'B' side is the wider side of the connector.

With type 1, you must visually inspect the connectors and identify the wider side of the D shape connector. It is the wider side of this cable, or the green dot (for type 2 cables), or the yellow arrow (for type 3 cables), or the 'B' side (for type 4 cables) that must face?
?the HOST label ---------> on the MXO2 device Host connector
?the XI-LINK engraving-> on the Matrox PCI-e adapter for desktops
?the TOP side ------------> of the Matrox Express/34 adapter for laptops
?the HOST label: --------> on Matrox Thunderbolt adapters for MAC systems

3. For desktop systems: Open the computer chassis and re-seat the Matrox PCI-express card in the System or switch PCI slots (if another slot is available). Verify that the card is fully seated & secured using a screw or the case retention mechanism. Then re-connect the host cable to the card in the proper orientation.

For laptop systems: Remove the Matrox express/34 adapter from the laptop. Connect the host cable to the card. Insert the express card back into the slot and verify that the card has 'clicked' in place.

Tip: Just before inserting the host cable connector, pull back on the retention screw arms to ensure that the screws do not inhibit the connector from being inserted fully. Once the connector is properly inserted, tighten the screws to prevent accidental disconnection.

Note: In some cases, reversing the ends of the host cable can trigger the MXO2 to regain proper detection. If this is the case, please verify the pins once again.

4. Connect the MXO2 A/C power adapter. Try a different wall socket or power bar. Avoid UPS devices.

5. Power on the computer system & verify that the MXO2 LED turns ON. The led is Blue (MXO2 without MAX devices) or Red (MXO2 with MAX). It should not flicker or pulse ON and OFF. If the LED flickers faintly, then the MXO2 A/C power adapter must be replaced. If the LED pulses ON and OFF, then go through the above steps one more time. If a solid LED cannot be obtained, contact Matrox Video Technical Support.

Proceed to the next section only once the MXO2 LED is ON solid.



MAC Platform Notes

For MAC systems with the MXO2 connected using either the Matrox PCI-e or express/34 adapters:
- Go to System Profiler -> Hardware -> PCI Cards.
- Verify the list of cards. If detected, the MXO2 should be listed as a card of type 'other multimedia'.

For systems with the MXO2 connected using the Matrox Thunderbolt adapter or the DS1/Dock:
- Go to System Profiler -> Hardware -> Thunderbolt
- Verify the list of devices. If detected, the Thunderbolt adapter should appear as 'T/ADP' or 'MXO2 Dock'
- If the Thunderbolt device is not listed, verify that the Thunderbolt cable is connected in the proper orientation & try another Thunderbolt cable (if one is available).
- Once the Thunderbolt device is listed, then go to System Profiler -> Hardware -> PCI Cards
- Verify the list of cards. If detected, the MXO2 should be listed as a card of type 'other multimedia'.

Once the appropriate devices are listed in the MAC System Profiler, then proceed to download and install the required Matrox driver for your system. After installation, load the MXO2 Utilities application in your MAC System Preferences. The 'Info' section of the application will list data such as MXO2 serial number and software/firmware versions.

Note: When downloading the MXO2 driver from our website, monitor the file download and verify that it is not interrupted. If an interruption occurs or the download size does not match the file size in the driver download description page, clear your web browser cache/temporary files and try the download again.

PC Platform Notes

For PC systems, open Device Manager and verify the presence of a 'Multimedia Controller'. If detected, then download and install the MXO2 driver required. Once the installation has completed, open the Matrox X.info application as follows:
- Right-Click on the teal 'M' icon in the system tray
- Click on Open X.info
- Click the drop-down menu at the top and select 'Hardware'.

If the hardware information window contains data such as the serial number and production date, then the MXO2 is properly detected by your system.

General Notes:

1. For both PC and MAC platforms, verify that your system is fully updated and meets the minimum hardware and software specifications listed in the MXO2 user guide.

2. With the MXO2 device, special care must be taken when inserting/removing the A/C power supply cable. It has a pull-back retention mechanism that needs to be pulled back before inserted into the port on the back of the MXO2. If this is not done, the 4 pins on the cable connector can be pushed in too deep and not make proper contact. To remedy the problem, the 4 pins must be pulled back with a small pair of needle-nose pliers. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK).

3. For MAC systems with the MXO2 connected via the Matrox Thunderbolt adapter or Matrox MXO2 Dock, verify that the system has Thunderbolt support. If supported, a lightning logo is printed on the top side of the Thunderbolt connector on the MAC. If this logo is not printed, then the system is lacks Thunderbolt support. Note that the MAC System Report (or system profiler) list will still show a Thunderbolt category even if the system lacks Thunderbolt support.

In order for the MXO2 to show up as a Thunderbolt device, the MAC must be fully updated. Continue to run MAC Software Update scans until no more Thunderbolt updates are found.
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Regards,
Joe
Matrox Video Technical Support
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Matrox_Support_Joe
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PostPosted: Tue Mar 24, 2015 9:04 am    Post subject: Reply with quote

Please give us an update when ready.
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Joe
Matrox Video Technical Support
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motimedia
(MXO2)




Joined: 04 Jul 2005
Posts: 2

PostPosted: Thu Mar 26, 2015 1:24 am    Post subject: Still will not power-up Reply with quote

I tried all your recommendations on the desktop (Mac G5 running OSX 10.8.5) unit that it use to work on that uses a PCi Card. The Matrox will still not power up. The iMac I wish to use it on does have Thunderbolt support and I have tried it on that desktop unit as well as a newer MacBook Pro with Thunderbolt support. The unit never powers up nor is recognized by the computers. I believe there is a problem with the Matrox unit. Can I send it in for inspection and possible repair?
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Matrox_Support_Joe
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PostPosted: Thu Mar 26, 2015 9:00 am    Post subject: Reply with quote

Yes, we can setup an RMA. Please private message me your full contact details (name, address, email etc) so I can send the details to our RMA team. They will then contact you with options on repair.

In the meantime, please double and triple check this point:

2. With the MXO2 device, special care must be taken when inserting/removing the A/C power supply cable. It has a pull-back retention mechanism that needs to be pulled back before inserted into the port on the back of the MXO2. If this is not done, the 4 pins on the cable connector can be pushed in too deep and not make proper contact. To remedy the problem, the 4 pins must be pulled back with a small pair of needle-nose pliers. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK).
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Regards,
Joe
Matrox Video Technical Support
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lipinna
(MXO2 with MAX)




Joined: 04 Jul 2005
Posts: 5

PostPosted: Sat May 02, 2015 8:39 am    Post subject: Reply with quote

Matrox_Support_Joe wrote:
Yes, we can setup an RMA. Please private message me your full contact details (name, address, email etc) so I can send the details to our RMA team. They will then contact you with options on repair.

In the meantime, please double and triple check this point:

2. With the MXO2 device, special care must be taken when inserting/removing the A/C power supply cable. It has a pull-back retention mechanism that needs to be pulled back before inserted into the port on the back of the MXO2. If this is not done, the 4 pins on the cable connector can be pushed in too deep and not make proper contact. To remedy the problem, the 4 pins must be pulled back with a small pair of needle-nose pliers. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK).

.
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Matrox_Support_Joe
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PostPosted: Mon May 04, 2015 9:01 am    Post subject: Reply with quote

lipinna wrote:
Matrox_Support_Joe wrote:
Yes, we can setup an RMA. Please private message me your full contact details (name, address, email etc) so I can send the details to our RMA team. They will then contact you with options on repair.

In the meantime, please double and triple check this point:

2. With the MXO2 device, special care must be taken when inserting/removing the A/C power supply cable. It has a pull-back retention mechanism that needs to be pulled back before inserted into the port on the back of the MXO2. If this is not done, the 4 pins on the cable connector can be pushed in too deep and not make proper contact. To remedy the problem, the 4 pins must be pulled back with a small pair of needle-nose pliers. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK).

.


Hi lipinna, please elaborate on your message. Do you have any issues with an MXO2 product?
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Joe
Matrox Video Technical Support
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