Troubleshooting Guide

I have my box connected using HDMI but I can’t see anything

• Make sure your TV is on and set the input to the appropriate HDMI connection.
• Try turning the device off and then on again.
• Try pressing the ‘Setup’ button on the remote and then re-run the setup wizard by selecting ‘Run Setup Wizard’.
• Try using component, composite or S-Video to see if you can get any video signal.

I have my box connected using HDMI but I cannot hear anything

• Many TVs have dedicated red/white hookups to be used in combination with HDMI. Try using your RCA audio hookups in conjunction with your HDMI cable.
• If all else fails, try running everything through a receiver/sound system instead of directly into the TV.

My video playback is choppy

• This could be due to transcoding from other formats. Try converting your content to the DivX format.
• This could be due to high network traffic.
• It could be a 1080p video file, which isn’t fully supported.
• There could be wireless interference from other networks.
• Try playing the file in your PC and see if it is still choppy.
• Try connecting your box and your PC directly to the network, instead of using the wireless network.

My slideshow playback is choppy

• This could be due to transcoding from other formats.
• This could be due to high network traffic.
• The PC may be too busy to decode the photo files because it is trying to render the transitional effects. Try turning off the effects.
• There could be wireless interference from other networks.

My screen keeps going blank

• This is an automatic screen saver to prevent burn-in of CRT and plasma TVs.  You can un-blank the screen by pressing any button on the remote (except power). The time before the screensaver kicks on can be extended via the ‘Options’ menu in the DivX Connected Server application on your PC.

My HD files do not play back smoothly

• High definition files may not play back smoothly on a wireless network. Plug your PC and/or box into your wired network directly and try again.
• Transcoding from other HD formats, such as WMV HD, requires much higher CPU usage and may not occur smoothly under all conditions. It is recommended that you convert these files to DivX prior to playback on the connected device.
• The DivX Connected device will decode 720p HD DivX files smoothly with a good network connection.
• The DivX Connected device may decode some 1080p HD DivX files smoothly if the bit rate is less than 8Mbps and you have a good network connection.

My menus are really slow / Everything is sluggish / My colors are bad

• Your PC’s graphics card drivers may be out of date. Update your drivers and try again. It is always best to have an up-to-date graphics card driver.
• Running the box in HD mode requires more CPU and graphics processing power for the menus and may lead to slowing.
• Having a second monitor running may interfere with your DivX Connected device’s performance. Disable the 2nd monitor (if present), restart the DivX Connected Server and then re-enable your second monitor.
• You can also try to adjust your performance settings in the DivX Connected Server as well as on your graphics driver.
• It is possible that your remote is not responding correctly. This can be a result of placing the device near a reflective surface such as a glass stand. Try repositioning the box.

My screen and/or video keeps flickering up and down

• This will sometimes happen on older PAL televisions. This problem can sometimes be fixed if your TV has a vertical hold (V-Hold). Tweak it as needed until the problem is minimized.

My startup screen is black and white

• The startup screen will always be displayed in NTSC. If your television is only capable of receiving a PAL signal, then the startup screen will always be black and white. It will return to color after the boot-up process is complete.

Everything is black and white

• Content will be black and white if your television is PAL, but is receiving an NTSC signal (and vice-versa). Press the ‘Setup’ button on the remote, then press ‘Display’ and choose your appropriate settings.
• If you bought your box in a region where PAL is the standard, then your box will default to PAL when choosing standard definition. The same applies for NTSC. You may change your default by pressing ‘Setup’ on the remote and then going to ‘Display’ > ‘Display settings’ > ‘High definition’ and choosing either NTSC 480i 4:3 (for NTSC) or PAL 576i 4:3 (for PAL). This will change your DivX Connected device’s default settings.

The display is cut off at the top, bottom or side

• Press the ‘Setup’ button, then choose ‘Display’ > ‘Screen position’ and follow the on-screen instructions to adjust the size and position of the test screen until it is fully visible.

My video is out of sync

• This may be fixed by restarting the DivX Connected Server application.
• If this does not help, you might also try testing to see if the file itself is out of sync. You can do this by playing the file back on your PC or another DivX Certified device.

Why is my screen blank after my boot-up screen?

• You might be trying to run your device in high definition (HD) mode when your TV can only accept a standard definition (SD) signal. Try pressing the ‘Setup’ button on your remote and selecting “Standard definition” in the display settings.
• If this does not work, try exiting and restarting your DivX Connected Server application.

Why are some of my files not showing up?

• Only files of supported types will be listed. Unsupported formats can be converted to the DivX format using DivX Converter, Dr. DivX (which is free) or other conversion programs.
• In some cases, the system may not recognize new files that are added to networked drives. In these cases, use the rescan function on the DivX Connected Server application by clicking on the appropriate media “Settings” tab, right clicking on the folder, and choosing ‘Re-scan’.

Where is my PIN-protected content?

• You have to login in order to see your PIN-protected content. Press the ‘Menu’ button on your remote, choose ‘Login’ and enter your PIN code. This will make all of your PIN-protected content visible until you choose to logout.

My box says that my firmware update failed. What should I do?

• Power you device off and on again and see if it will re-attempt the update.
• If your device is connected wirelessly and does not re-connect and repair the firmware, power your device off and connect your box using an Ethernet cable, then power it back on to initiate the fail-safe recovery.

My remote control is not responding properly

• Some large plasma TVs and reflective surfaces may cause interference with the IR remote. Try re-positioning your device.
• You can test to see if the issue is caused by the remote by pressing "Setup" on your remote and navigating around the menu. If you have no problems with navigation there, then the remote is not the problem.

I keep getting a bit of distortion whenever I change display types or choose a new server

• Some TV displays will experience distortion when display modes are changed.  This is normal and should only last for a second or two.