Troubleshooting & Repairs
If your Proxee is not working the way you expect, this section should help you address the issue. It helps you answer four simple questions:
�h What is the problem or issue you see?
�h What steps can you take to fix the problem or issue?
�h Can we help you fix the problem or issue?
�h What happens if that doesn't work?
A. What is the problem or issue you see? Determine the nature of the problem you are having:
1. What doesn't work? What is it that you expect to see or have happen that you don't see or doesn't happen.
2. Does the problem appear to be hardware based? No power, DVD/ Blu.Ray Not Working, etc.?
3. Does the problem appear to be connection based? Audio, Video, or Internet issues?
4. Does the problem appear to be software based? Programs won't run or don't work "right"?
B. What steps can you take to fix the problem or issue? . Self Help:
1. In this manual (see Troubleshooting Guide in the Appendices).
2. FAQs: We have recorded answers to many questions that may provide you with an easy "fix" for your problem or issue on our website. As we
answer questions for other Proxee users, we update the content of our Frequently Asked Questions list (it's searchable) . Go to
www.Proxee.com
3. User Forum: Proxee support and users monitor our Forum and can frequently provide "Fast" answers to your questions. This is usually the
quickest way to get direct help from someone else . Go to www.Proxee.com and click on the forum in the user menu.
C. Can we help you fix the problem or issue? . Contacting Proxee:
1. Proxee Technical Support Policy (U.S. Only)
a. Technician.assisted technical support requires the cooperation and participation of the customer in the troubleshooting process and
provides for restoration of the operating system, application software, and hardware drivers to the original default configuration as
shipped from Proxee, as well as the verification of appropriate functionality of the computer and all Proxee installed hardware.
b. In addition to this technician.assisted technical support, online technical support is available at Proxee.com. Proxee provides limited
technical support for the computer and any Proxee Installed Software And Peripherals.
c. Support for Third.Party Software And Peripherals is provided by the original manufacturer, including those purchased and/or installed
through Proxee Custom Factory Integration.
2. Email support: You may contact Proxee at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for answers to your questions either directly or through the template
provided at www.Proxee.com/Support. In either case, please provide the following information:
a. Name
b. Address
c. Email Address
d. Phone Number
e. Proxee Serial Number
f. Invoice Date (Date when you purchased your Proxee)
g. A brief description of the issue or problem you are having
3. Phone Appointment: If the above options don't solve your problem or issue, you may schedule a phone support session by emailing Proxee at
This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will need the same information as for Email support (above) and the best time for us to reach you. If we call and
you aren't there, we'll leave a message and send you an email to schedule another call.
D. What happens if that doesn't work?
1. Software Support From Our Vendors: In some cases you may need to contact a software vendor directly for in�]depth trouble shooting.
Proxee will give you the appropriate contact information if you need it.
a. Microsoft
b. XBMC
c. Hulu
d. Netflix
e. AVG Antivirus
f. VLC
2. Hardware Support From Our Vendors: Proxee will work with you to resolve any warrantee issues with hardware except for third party
controllers. For controllers, we will give you the appropriate contact information.
a. Video
b. Sound
c. Internet Connection
d. Drivers
e. Controllers
E. When You Need Repairs
3. Repairs by Proxee: Repair services are provided pursuant to the terms and conditions of your limited warranty and any optional support
service contract purchased with the computer.
4. All Proxee�]standard components included in a Custom Factory Integration (CFI) project are covered by the standard Proxee limited warranty
for your computer. However, Proxee also extends a parts replacement program to cover all nonstandard, third�]party hardware componentsb
integrated through CFI for the duration of the computer�s service contract.
5. Third Party Repairs: While all the software and hardware in your Proxee are standard, their configuration and setting have been set to work
well as an entertainment center. If a third party repairs your Proxee, several things may happen:
a. Your Proxee warrantee will no longer be valid: If you or anyone else opens the Proxee box for any reason, the Proxee warrantee no
longer applies.
b. Repairs may not be made to Proxee standards: Your Proxee is a standard PC, but not all PC servicing is done to the same high standards.
Giving your Proxee to the wrong person for repairs could create new, serious problems
c. Settings may not be Proxee standard: If a third party repair person changes the settings on your Proxee from those in effect when you
received it from Proxee could seriously degrade the performance to the computer.
d. You may require secondary Proxee repairs: If third party repairs fail to fix your Proxee (or create new problems), you may have to send
your Proxee back to us for repairs. Without an valid warranty, the cost of parts and repair services charges could be substantial.