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HELP !!! Matrox MXO2 with MAX technology

 
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lipinna
(MXO2 with MAX)




Joined: 04 Jul 2005
Posts: 5

PostPosted: Wed Apr 29, 2015 1:46 am    Post subject: HELP !!! Matrox MXO2 with MAX technology Reply with quote

Good morning.
I have a Matrox MXO2 with MAX technology and LED color Red I will light more 'and is not recognized by MATROX AV / TOOLS ......... is broken?

Help !!!!
Thanks for the answer!
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Matrox_Support_Vlad
(MXO)




Joined: 04 Jul 2005
Posts: 805

PostPosted: Wed Apr 29, 2015 7:59 am    Post subject: Reply with quote

If you are not getting hardware detection, then the problem is with the physical connection to your MXO2 device. Please go through this checklist.

MXO2 Hardware Connection Checklist:

Note: The word 'System' in this document refers to either PC or MAC.

1. Power off both the System and MXO2. Disconnect all cables currently connected to the MXO2.

2. For desktop systems:

Disconnect the PCI host cable connected to the Matrox PCI adapter. Then 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.

For laptop systems:

Remove PCI express/34 card from the System then disconnect the PCI host cable.

3. Inspect the host cable connectors for broken pins. If there are any bent pins, please contact Matrox Technical Support.

4. If there is no apparent defect then re-connect it in the proper orientation but swap the ends (the connector that was currently connected to the System should now go connected to the MXO2, and vice versa for the other connector).

Notes:
The host cable connector is directional and must be inserted in the proper orientation. A visual inspection of the orientation is required.

If your host cable connector-ends are labeled with the letters 'A' on one side and 'B' on the other, then the 'B' side should face upwards when connecting on the MXO2 box (with the MXO2 laying flat and positioned right side up). On the system side, you need to visually check the proper orientation as desktop systems will vary (the mainboard may be mounted on the left or right side of a tower enclosure, affecting the orientation of the PCI adapter). Therefore, since not all systems are alike, it is best to check the orientation visually. You will notice that both the host cable connectors and the connectors on the PCI adapter/MXO2 box have one side that is wider than the other. These sides must line up. Although the difference is subtle, it is crucial that the cable be connected properly.

Another way of ensuring proper cable installation on desktop systems is to align the 'B' side of the host cable with the XI-Link label on the PCI express adapter.

Tip: Just before inserting the host cable connector, you can pull back on the retention screw arms. This is to ensure that the screws do not inhibit the connector from being inserted fully.

5. Once inserted, tighten the host cable connector retention screws.

6. If you are on a laptop system, you can now re-insert the Matrox PCI express/34 card in the System.

7. Re-connect A/C power to the MXO2 (maybe try a different wall socket/power bar/outlet).

8. Power on the System. Verify that the Blue or Red LED is ON. The LED should turn on a few seconds after the System is powered.

9. Follow the steps for your specific system platform.

MAC Platform Notes:

For MAC systems with PCI connectivity:
Go to System Profiler and click on Hardware -> PCI Cards.
Verify the list of cards. If detected, the MXO2 should be listed as a card of type 'other multimedia'.
If it is present, then proceed to download and install the Matrox driver.

For MAC systems with Thunderbolt connectivity:
Go to System Profiler -> Hardware -> Thunderbolt.
Verify the list of devices. If detected, the MXO2 should appear as a 'T/ADP' device.

For either system type, if the appropriate device is listed in System Profiler, then proceed to download and install the appropriate Matrox driver for your system. If it is not present, then please contact Matrox Technical Support.

Note: Once the driver has been downloaded, please verify that the file size of the downloaded file matches the file size in the driver download description web page. If you find that the downloaded file is smaller, then clear your web browser cache/temporary files and then try the download again.

PC Platform Notes:

For PC systems, open Device Manager and verify the presence of a 'Matrox Audio/Video devices' group (with no conflicts). If the group is not present or contains even one conflicting device, contact Matrox Technical Support.

If there are no issues with the Matrox list in Device Manager, then open the Matrox X.info application as follows:
- Right-Click on the '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 text such as the serial number and production date, then the MXO2 is properly detected by your system. If the information window is empty, then please contact Matrox Technical Support.

General Notes:

1. For PC and MAC platforms:

- Verify that your system is updated and meets the minimum hardware and software specifications listed in the MXO2 user guide. For MAC systems, run a MAC Software Update and apply any EFI Firmware Updates that may be listed after the system scan of available updates.

- With the MXO2, you have to be very careful with 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, you would have to pull back the pins with pliers. Also, the MXO2 features a power button that you can use to turn the box on and off, make sure the unit is powered on. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK).

2. For MAC systems with Thunderbolt:

- First, please check your system specs to make absolutely sure that your MAC system does indeed have Thunderbolt support. Also, if it is supported, you should see a lightning logo near the Thunderbolt/Display port connector on your MAC. If this logo is not printed, then your system likely does not have Thunderbolt support. Note that the System Report (system profiler) list will still show a Thunderbolt category even if the system does not support it.

- In order for the MXO2 to show up as a Thunderbolt device, the MAC will need to go through at least 3 software updates from Apple. When running 'Software Update', there will be firmware updates for Thunderbolt. Apply these then reboot the MAC. Then run a 'Software Update' again and apply any new Thunderbolt/Firmware updates that are available. Reboot again and keep updating the system until there are no more Thunderbolt updates pending. Lastly, install the appropriate Thunderbolt-supported Matrox driver on your system.

I hope this helps
_________________
Best regards,
Tech Support Vlad
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lipinna
(MXO2 with MAX)




Joined: 04 Jul 2005
Posts: 5

PostPosted: Thu Apr 30, 2015 1:00 am    Post subject: Reply with quote

Matrox_Support_Vlad wrote:
If you are not getting hardware detection, then the problem is with the physical connection to your MXO2 device. Please go through this checklist.

MXO2 Hardware Connection Checklist:

Note: The word 'System' in this document refers to either PC or MAC.

1. Power off both the System and MXO2. Disconnect all cables currently connected to the MXO2.

2. For desktop systems:

Disconnect the PCI host cable connected to the Matrox PCI adapter. Then 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.

For laptop systems:

Remove PCI express/34 card from the System then disconnect the PCI host cable.

3. Inspect the host cable connectors for broken pins. If there are any bent pins, please contact Matrox Technical Support.

4. If there is no apparent defect then re-connect it in the proper orientation but swap the ends (the connector that was currently connected to the System should now go connected to the MXO2, and vice versa for the other connector).

Notes:
The host cable connector is directional and must be inserted in the proper orientation. A visual inspection of the orientation is required.

If your host cable connector-ends are labeled with the letters 'A' on one side and 'B' on the other, then the 'B' side should face upwards when connecting on the MXO2 box (with the MXO2 laying flat and positioned right side up). On the system side, you need to visually check the proper orientation as desktop systems will vary (the mainboard may be mounted on the left or right side of a tower enclosure, affecting the orientation of the PCI adapter). Therefore, since not all systems are alike, it is best to check the orientation visually. You will notice that both the host cable connectors and the connectors on the PCI adapter/MXO2 box have one side that is wider than the other. These sides must line up. Although the difference is subtle, it is crucial that the cable be connected properly.

Another way of ensuring proper cable installation on desktop systems is to align the 'B' side of the host cable with the XI-Link label on the PCI express adapter.

Tip: Just before inserting the host cable connector, you can pull back on the retention screw arms. This is to ensure that the screws do not inhibit the connector from being inserted fully.

5. Once inserted, tighten the host cable connector retention screws.

6. If you are on a laptop system, you can now re-insert the Matrox PCI express/34 card in the System.

7. Re-connect A/C power to the MXO2 (maybe try a different wall socket/power bar/outlet).

8. Power on the System. Verify that the Blue or Red LED is ON. The LED should turn on a few seconds after the System is powered.

9. Follow the steps for your specific system platform.

MAC Platform Notes:

For MAC systems with PCI connectivity:
Go to System Profiler and click on Hardware -> PCI Cards.
Verify the list of cards. If detected, the MXO2 should be listed as a card of type 'other multimedia'.
If it is present, then proceed to download and install the Matrox driver.

For MAC systems with Thunderbolt connectivity:
Go to System Profiler -> Hardware -> Thunderbolt.
Verify the list of devices. If detected, the MXO2 should appear as a 'T/ADP' device.

For either system type, if the appropriate device is listed in System Profiler, then proceed to download and install the appropriate Matrox driver for your system. If it is not present, then please contact Matrox Technical Support.

Note: Once the driver has been downloaded, please verify that the file size of the downloaded file matches the file size in the driver download description web page. If you find that the downloaded file is smaller, then clear your web browser cache/temporary files and then try the download again.

PC Platform Notes:

For PC systems, open Device Manager and verify the presence of a 'Matrox Audio/Video devices' group (with no conflicts). If the group is not present or contains even one conflicting device, contact Matrox Technical Support.

If there are no issues with the Matrox list in Device Manager, then open the Matrox X.info application as follows:
- Right-Click on the '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 text such as the serial number and production date, then the MXO2 is properly detected by your system. If the information window is empty, then please contact Matrox Technical Support.

General Notes:

1. For PC and MAC platforms:

- Verify that your system is updated and meets the minimum hardware and software specifications listed in the MXO2 user guide. For MAC systems, run a MAC Software Update and apply any EFI Firmware Updates that may be listed after the system scan of available updates.

- With the MXO2, you have to be very careful with 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, you would have to pull back the pins with pliers. Also, the MXO2 features a power button that you can use to turn the box on and off, make sure the unit is powered on. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK).

2. For MAC systems with Thunderbolt:

- First, please check your system specs to make absolutely sure that your MAC system does indeed have Thunderbolt support. Also, if it is supported, you should see a lightning logo near the Thunderbolt/Display port connector on your MAC. If this logo is not printed, then your system likely does not have Thunderbolt support. Note that the System Report (system profiler) list will still show a Thunderbolt category even if the system does not support it.

- In order for the MXO2 to show up as a Thunderbolt device, the MAC will need to go through at least 3 software updates from Apple. When running 'Software Update', there will be firmware updates for Thunderbolt. Apply these then reboot the MAC. Then run a 'Software Update' again and apply any new Thunderbolt/Firmware updates that are available. Reboot again and keep updating the system until there are no more Thunderbolt updates pending. Lastly, install the appropriate Thunderbolt-supported Matrox driver on your system.

I hope this helps


Thanks for the answer! Matrox_Support_Vlad

1) Place:

Technical verification feeder Input: 220V, Output: 3A / 5 Volt model PSA15R-050P with its voltage tester and equal to: 3.5 Volt! It means that the alimetatore works!

the "RED LED" color box aluminum when I insert the plug on the back "POWER" does not light !!!!! HELP! HELP !!!!!


2) Place:
the system MATROX MXO2 MINI - MAX including internal card + connection box aluminum + feeder was mounted on three computers and does not work on any of the three !!!!!!


What can I check again ???

Thanks for the answer!
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Matrox_Support_Vlad
(MXO)




Joined: 04 Jul 2005
Posts: 805

PostPosted: Fri May 01, 2015 9:37 am    Post subject: Reply with quote

If the LED is still off after you went through the check up list then the box is defective. We can issue an RMA and replace the box with no charge if the box is under warranty. If the box is out of warranty your options and cost will be provided by RMA team upon ticket is issued.
_________________
Best regards,
Tech Support Vlad
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lipinna
(MXO2 with MAX)




Joined: 04 Jul 2005
Posts: 5

PostPosted: Wed May 06, 2015 4:51 am    Post subject: Reply with quote

where open the RMA procedure ?

Please Smile
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Matrox_Support_Vlad
(MXO)




Joined: 04 Jul 2005
Posts: 805

PostPosted: Wed May 06, 2015 10:42 am    Post subject: Reply with quote

Please see your private message for further instructions.
_________________
Best regards,
Tech Support Vlad
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lipinna
(MXO2 with MAX)




Joined: 04 Jul 2005
Posts: 5

PostPosted: Tue May 12, 2015 2:57 am    Post subject: ASSISTANCE MATROX Reply with quote

Matrox_Support_Vlad wrote:
Please see your private message for further instructions.

time passes and I look ...... yet ! Matrox great service !!!!!
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Matrox_Support_Vlad
(MXO)




Joined: 04 Jul 2005
Posts: 805

PostPosted: Tue May 12, 2015 8:07 am    Post subject: Reply with quote

Private message was sent to you on Wednesday May 06, 2015 at 10:41 am, but we still haven't received any reply.

Once we have the serial number of the MXO2 Mini MAX we'll issue an RMA. You can send an email at mxosupport@matrox.com
_________________
Best regards,
Tech Support Vlad
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