• Vendor apps & Web Apps require high-speed internet to function properly and can appear to
fail when the internet connection quality or speed is inadequate. See Internet Setup topic for
additional details.
• Hulu App Errors
o Error Code 3 and 5 – These usually point to some type of internet issue. Either the
network is not functional, or app is unable to reach the server because it is blocked.
o Error Code 500 – This is a server error. Just power cycle the unit and if the issue persists,
then try a different machine. If the issue doesn’t happen on another machine, it usually
points to network hardware issues within the console.
o Error Code 400 – This usually indicates a problem with your account information. In
most cases, if you are using Single Sign On, try signing out and signing back in.
• Netflix Errors – In many cases, there will be an error code present such as 122011. Go to this
website - https://help.netflix.com/en/troubleshooting and enter in that error code and follow
the steps. If the steps talk about clearing cache, simple power cycle the console. If this still
doesn’t resolve the issue, and you are using Single Sign On, try using Guest and signing in from
there. If you can sign in, then the issue is most likely with your SSO credentials. Simply sign out
of the app, end your workout, restart your workout, and sign back into the app. This should
refresh any cache that is causing issues with your SSO account.
• The Netflix app’s "Download & Go" feature (shown by this symbol: ) is not compatible with
Matrix Fitness consoles. If content is downloaded instead of streamed, the user may experience
reduced performance of the video playback (reduced video quality, fast-paced scenes showing
unnatural movement, buffering). Matrix recommends always streaming Netflix video rather
than downloading to the console.
• Web Apps
o White Screen, Black Screen, Loading Circle, - Indicative of a network issue
o Content Loads but is not as expected – Our apps are minimalistic versions of the full
website or app you may have on your smart phone.
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