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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Sat Oct 24, 2015 4:07 am    Post subject: Matrox Mini Reply with quote

Could someone at Matrox tell me what could possibly have caused the Matrox Mini hardware to fail system recognition between turning off a functioning product at night and turning on again in the morning: some 8 hours later?

I stopped using this ridiculous box for many months as could not stand the hassles of continual problems, driver issues, flashing blue lights, non-appearance of settings etc etc etc . I have just spent days getting the damned thing to work again and spent a whole day testing it, once up and running, only to find it unable to recognize itself upon waking.

This Matrox product has been a never-ending pain in the ***. It is completely unreliable and utterly tedious and I will exhort anyone thinking of purchase to avoid at all costs.

Over the many years I have owned it I could count on my hands the number of times it has worked as advertised.
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Matrox_Support_Sam
(Moderator)

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Joined: 04 Jul 2005
Posts: 6879

PostPosted: Mon Oct 26, 2015 1:03 pm    Post subject: Reply with quote

Hi,

Can you confirm your OS X and MXO2 Mini software version?
Please make sure the MXO2 is not running with sleep or hibernate modes. This is not supported with MXO2.

Please go through this hardware detection guide. Then let us know if you see the 'other multimedia' device in the system report. The MXO2 led should also remain ON (no flickering or flashing).

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.
_________________
Regards,
Sam
Matrox Video Technical Support
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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Mon Oct 26, 2015 3:07 pm    Post subject: Matrox Mini Reply with quote

Hi Sam

Thank you for your reply to my, rather irate, post. As you can see by my serial number (BK62871) I have had the Mini for a long, long time so know the drill: I have read, and followed, the procedures for re-starts, re-installs and ALL the info already posted, many times before. I have done everything, and in the order, Matrox advises. I never have any sleep/nap modes operating in system. As mentioned I have not used it for about a year and a half due to the hassles.

I am OSX 10.11.1 on a 2008 Mac Pro 3.1 32Gig RAM

Matrox
Firmware Version: 15.0
Software Version: 4.6.0.0006
PCI ? Other Multimedia Device? in system report is intermittent.

I either get a flashing blue light upon boot or a very slow pulse upon boot. If I get the latter then I have managed to get the thing to be recognised and up and running after leaving the computer on for a while and walking around the studio six times (anti-clockwise) with a single burning candle while wearing calf-skin Moccasins and little else.

I understand that OSX 10.11.1 may not be supported as yet, but I have managed to get it to function, somewhat. It is running right now.
The power supply and host cable have had a very quiet life. The Matrox Express/34 used to be very stable on the old laptops.
I have always wanted this thing to work as I like it for some reason. I love it when it works.
I hope Matrox can help?
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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Mon Oct 26, 2015 3:16 pm    Post subject: Apologies - I got an error message regards posts Reply with quote

Apologies - I got an error message regards posts
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Matrox_Support_Sam
(Moderator)

Site Admin


Joined: 04 Jul 2005
Posts: 6879

PostPosted: Mon Oct 26, 2015 3:42 pm    Post subject: Reply with quote

Thanks for the update Rupert. We do wish to help you in resolving this issue. Yes, you are correct, we do not support El Capitan as you have mentioned.

Have you ever received a replacement or contacted us for a possible replacement during your warranty period?

Have you tried the MXO2 on a different computer or laptop?

The blinking blue LED usual indicates a loose or defective connection to one of the MXO2 components. You mentioned you have an express/34 card adaptor. Some laptops with MXO2 interface card would loosen and easily lose connection to the hardware. Verify this is not the case in your configuration and that the card has 'clicked' in place without disconnecting.

As well, verify the PCIe host cable is properly inserted and in the correct orientation and no bent pins are found. Please check the label ends of the host cable.
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

Please let us know your results.
_________________
Regards,
Sam
Matrox Video Technical Support
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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Tue Oct 27, 2015 3:00 am    Post subject: Matrox Mini Reply with quote

Hi Sam

No, I have never asked for nor received any replacement, nor parts for replacement.
I gave up using the Express 34 card many years ago after my laptop (of that age) died. The Express 34 card always worked well.

I do not, sadly, have access to another computer to test.

I do check all the pins every time I check system to get it to function and I am careful to reverse the Host cable connector each time and keep the Green Dot polarity correct.

I have a flashing blue light again and non recognition of software/hardware upon system re-boot this morning.


Thank you.
Rupert
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Matrox_Support_Sam
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Posts: 6879

PostPosted: Tue Oct 27, 2015 8:31 am    Post subject: Reply with quote

Hi Rupert,

Is the flashing LED slow fade in and out, or quick pulsing?

To confirm, the green dot is facing HOST label on the MXO2 box, and the other end of cable, the green dot is facing the XILINK engraving on the PCIe card bracket?

Is the MXO2 power cable connected to a UPS, power bar, or direct wall outlet?

To confirm, you are currently running with PCIe card on the MacPro? Can you swap the PCIe card into a different PCIe slot?

Are there any other cards installed on the system?
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Sam
Matrox Video Technical Support
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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Tue Oct 27, 2015 9:16 am    Post subject: Matrox Mini Reply with quote

Hi Sam

As written previously: sometimes it flashes with high frequency, sometimes slow. When the latter I can get it to work as is the case now after a re-boot.

As written previously: I do check the Host Connector Green dot against the XILINK engraving etc etc.

Matrox Mini original power adaptor has been connected/checked through three different power bars.

Yes, I am running with PCIe card on the MacPro.
I have swapped the PCIe card into a different PCIe slot. I also have an eSATA PCIe card in another slot: again, swapped to check.

Today both PCIe cards recognised:

"Other Multimedia" pci102b,8350-Driver recognised
"Other Mass Storage Controller" pci1095,3132-No Driver

Thank you
Rupert
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Matrox_Support_Sam
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PostPosted: Tue Oct 27, 2015 9:35 am    Post subject: Reply with quote

Thanks for the confirmation.

Can you try connecting power directly to a wall outlet and perform a power cycle? Shutdown the computer, disconnect power to MXO2, wait several seconds and reconnect it to a wall outlet directly. Restart the computer system.

The Matrox PCIe card under "Other Multimedia" seems to be detected correctly.

The issue might be with the MXO2 power, host cable and/or MXO2 unit itself. Considering you have had the unit for awhile, I am not sure if you are under warranty, however, we can issue a replacement.
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Sam
Matrox Video Technical Support
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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Tue Oct 27, 2015 11:21 am    Post subject: Matrox Mini Reply with quote

Hi Sam

Ok that is looking very solid so far!

I have re-jigged my studio set-up and powered the unit directly from the wall and no issues with recognition so far. I would like to test it overnight and see what happens.

Thank you very much for your patience.
Very happy.

Rupert
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Matrox_Support_Sam
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PostPosted: Tue Oct 27, 2015 12:31 pm    Post subject: Reply with quote

You are very welcome! Let's hope it continues overnight.
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Sam
Matrox Video Technical Support
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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Wed Oct 28, 2015 3:47 am    Post subject: Matrox Mini Reply with quote

Hi Sam

Unfortunately and most frustratingly the unit is back to slow frequency flashing upon powering up and then higher frequency during re-boot and running of computer. Software not recognised,

****-I had hoped otherwise...

V best,
Rupert
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Matrox_Support_Sam
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PostPosted: Wed Oct 28, 2015 9:15 am    Post subject: Reply with quote

Hi Rupert,

It is possible the power supply might be dying out considering you are getting the higher frequency flashing LED. This usually indicates a faulty power supply. You can try getting a new power supply and see if this helps. This might be a less expensive option versus replacing entire MXO2 Mini kit.

You can verify with your dealer or reseller, or see our shopmatrox.com website. MXO2 Mini power supply: http://shopmatrox.com/usa/products/datasheet.asp?ID=932

We can pursure an RMA replacement however, it might be a more expensive option since you are probably not under warranty period.
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Matrox Video Technical Support
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Rupert
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 22

PostPosted: Wed Oct 28, 2015 2:48 pm    Post subject: Matrox Mini Reply with quote

So, let us be very clear and precise.

It could be the power-supply at fault, or the host cable connector, or the Matrox Mini itself, or an unknown combination of any aforementioned?

What is the average, fully functioning, lifetime of the Matrox Mini, the host cable connector and power-supply, under normal circumstances?

Any answer will, of course, have an impact on the purchasing plans of this consumer, those he comes into contact with and any other reading this thread in the future.
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Matrox_Support_Sam
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PostPosted: Thu Oct 29, 2015 8:40 am    Post subject: Reply with quote

As mentioned, we have seen the power supply become defective and give similar results with flashing LED.

The guarantee/warranty period on the MXO2 product line is 3 years for hardware from the date of purchase.
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