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Troubleshooting PlayStation 5

Your XIM MATRIX is frequently being updated with new features and fixes. It is recommended that you upgrade if there is an update available before continuing troubleshooting.

Network Problems

Make sure your XIM MATRIX and PlayStation 5 are connected directly to the same network switch or router.

If your XIM MATRIX's Network Status doesn't show "Connected" in Manager (such as never getting past "Acquiring IP"), check the network status lights on the back. The green light should be on and yellow one should be on and blinking:

If not, try a different Ethernet cable or different port on your switch or router.

Registration Problems

If you went through the registration process and it is failing, there may be something about your local network that is blocking your XIM MATRIX from finding your PS5.

Reboot your router and PlayStation 5 and try registering again. If that doesn't work, try Manual Registration instead.

Manual Registration

Manual registration allows you to manually enter the information your XIM MATRIX needs to register with your PS5.

  • Start the normal registration process
  • Press and hold Cancel
  • Continue to hold until you enter the manual registration screen
  • Look up your Encoded (BASE64) Account ID using one of the online tools:
  • Enter your encoded account ID into Manager
  • Press Continue and finish the registration process

If that doesn't work, please repeat manual registration, but also enter your PlayStation 5's network address.

Find your PS5's IPv4 address under:

Settings / Network / Connection Status / View Connection Status

And select Enter your PS5's IP address and enter it.

Then press Continue and finish the registration process.

Initial Connection Problems

If you were able to register successfully but are unable to connect for the first time. Please make sure that:

  • You do not have a PIN set up on your account, if you do, remove it
  • You do not have auto-login enabled
  • Try fully powering down and restarting your PlayStation 5

Reconnection Problems

If your XIM MATRIX connected normally to your PS5 without issue but now it isn't connecting at all, it's very likely that your PS5's local network address changed. This can be caused by:

  • Fully powering down your PS5
  • Your PS5 switching between wired and Wifi

Normally your XIM MATRIX will rediscover the address, but, if it isn't, you will need to reregister.

Performance Issues

If experiencing input performance issues, please make sure your PlayStation 5 isn't connected over Wifi. Even if you set up your PS5 via wired, it can at times switch back to Wifi under certain circumstances.