www.moxi.com Moxi HD DVR
© ARRIS Group, Inc. 2009. All rights reserved. Page 3 of 16 Moxi HD DVR
New password confirmation does not match - The user passwords do not match. Please retype
the password.
Password reminder entry blank - Enter an answer to the password reminder question.
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Existing Account: I’m getting errors when I try to access an existing Moxi account.
What do they mean?
There are a number of possible causes for errors. See the list below for assistance:
Existing user name cannot be found - The user ID and password you entered do not match an
existing account. Try again.
Existing user name is invalid (i.e. not an email address) - Enter your email address as your
user ID.
Existing password cannot be found - The password you entered for your user ID does not
match an existing account. Try again.
Existing password is not valid (must be at least 6 characters) - Enter a valid password.
I’ve tried all of the possible causes for account registration difficulties, and I still
cannot register. What do I do?
Go to moxi.com, support, and click the contact support button. Moxi Customer Support will
contact you to help solve the problem.
Section 3: Problems with Product Setup during installation
After plugging in and powering up my Moxi system, I received an error that said,
“There is a problem connecting to the Moxi service.” What do I do now?
Check your home network connection:
Verify the wired Ethernet connection between your router and the Moxi system is through the
Ethernet (RJ-45) port on the rear of the Moxi system and that it is secure. A USB network
connection is not supported.
Check that your router is plugged in and turned on.
Check that your router has DHCP enabled. (Refer to your router documentation for
instructions to enable DHCP.)
Check your Internet connection:
Verify the router is connected to the internet source. (DSL or cable modem).
Check that the modem is plugged in and turned on.
Verify that other computers can bring up a web browser. (If not, wait a bit to see if your
Internet connection comes back.) If your home network and Internet connection are OK, wait
a few minutes and try again. There might be a problem with the Moxi service connection. Go
to Moxi.com to see if the site is temporarily down for maintenance.
During Setup, there is a screen that displays the name of a channel lineup and
asks if it is correct. I don’t know the name of my channel lineup. How do I know if
it is correct?
Select View and then look through the list of channels, being careful to look at the channels in
the 100s. If the channels all match your current lineup, it is correct. If channels in the 100s do
not match your lineup, go to your account at www.moxi.com, verify your zip code and service
provider and then select a different lineup.
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