Support Hub

General FAQs

Our goal is to make finding answers to your questions simple, which is why we use an FAQ system. In the case that you cannot find the answer you are looking for here, please submit a support ticket at our Help Desk and we will connect you directly with out Support Team.

Where is Matricom located?

We are now located in Miami Gardens, FL

Can I visit Matricom HQ if I am a local customer for any product inquiries/tech support?

Yes, our customers are more than welcome in our HQ. Our office is located at 15705 NW 13th Ave, Miami, FL 33169. Please bring proof of purchase and the device if you are coming in for tech support.

How can i get in contact with Matricom?

There are many ways to get in touch with us! For tech support, you can open a ticket through our Help Desk, or you can look for an answer in our FAQs or our Community Forums. To get in touch directly with our support team, e-mail support@matricom.net

What is Matricom’s mission?

At Matricom we provide the Android community with the most reliable support, the latest software, and the best hardware in the market.

How do I become a product reviewer/partner?

Contact us at hello@matricom.net for more information.

Is my device still under warranty?

We provide a 1 year warranty on our products, to read the warranty, you can click here. You can also open a ticket at our Help Desk for information about a return, repair, or any product warranty related questions.           

I purchased a G-box device from Matricom and the box doesn’t have any TV shows or Movies on Kodi.

Matricom is the manufacturer of their devices. We do not install any add-ons or any plugins on our devices. In fact, we sell our devices brand new.

Where can I find Firmware update files?

You can find firmware update files here on our support page, with the corresponding product.

Arc

General

What Is Arc?

Arc is an innovative smart home solution. It has five unique features that make Arc an asset to your home. Its main function is its smart hub and its ability to monitor you energy consumption by the dollar amount. It has a built-in router with network protection tools to protect you from viruses and cyber attacks. Arc also features an entertainment package with over 1000s of sources of TV, movies, live TV and global channels.

Does Arc Include An Instruction Manual?

Yes, Arc does contain an instruction manual inside.

Do You Need A Smart TV To Use The Arc?

No, you do not need a smart TV to use Arc. A television set or monitor with an HDMI input will work.

Will Arc Require System Updates? How Will The Arc Receive Updates? What Kind Of Updates?

Yes, Arc will receive OTA Updates, otherwise known as Over-The-Air Updates. When it is time to update the device, you will be notified via Arc to let you know it’s time to update the unit. Updates can range from simple bug fixes to security updates and patches.

Will Arc Operate In Any Country?

Yes, Arc will function properly anywhere in the world, but users should keep in mind about their home’s electrical power outlet differences. Some users may need to accommodate their Arc with an AC plug and socket adapter that matches their countries electrical standard.

Does Arc Enter A Sleep Mode If No Activity Is Detected?

Yes, Sleep Mode is an energy saving feature in Arc.

What Smartphones Are Arc Compatible With?

Arc’s mobile application is available for download on both Android and iOS devices.

Is Arc Capable Of Supporting An External Hard Drive?

Yes, it can support an external hard drive up to 2 TBs (Terabytes) of storage

Router

How Do I Adjust My Wireless Signal Strength?

Navigate to the “Router” settings by selecting the tab on the right. In the Router menu, select “ Wi-Fi Mode”. This is where you can select the strength of your wireless signal. Choose between “Sleep Mode”, “Long-Range”, “Normal”, and “Off”.

How Do I Prioritize My Wireless Network Speed?

Navigate to the “Router” settings by selecting the tab on the right. Select the “Intelligent Bandwidth” tab in the router menu. This is where you can select how you’d like to prioritize your bandwidth. Choose bandwidth prioritization for web browsing, gaming, and video streaming.

Where Do I Reset My Router?

There is a little pinhole labeled “RST” located on the backside of the Arc. With a toothpick-like instrument, press the button located in the pinhole, and hold for 10-15 seconds. Next, power the device off and then back on again. Your router settings have now been reset.

How Do Let Users Access My Guest Wi-Fi Network?

Navigate to the “Router” settings by selecting the tab on the right. Click “Web Guide” in the router menu. Choose “Guest Wi-Fi”. Personalize the name of your guest’s network and enter a custom password in both fields.

How Do I Know If My Router Is Operating Properly?

Navigate to the “Router” settings by selecting the tab on the right. Next, select “Router State” and make sure that “Device Bind State” says “Success”. If it does not, then go to “Web Guide” and make sure the DHCP is connected. If the DHCP isn’t connected, then select “Connect” to reconnect to your router.

My Ethernet Cable Is Plugged In But I’m Not Receiving Network Access?

Make sure the “Globe” icon is highlighted in the upper right-hand corner. If not, navigate to the “Router” settings by selecting the tab on the right. Select “Web Guide” and ensure your DHCP is selected. If not, please select to connect.

What Is The Top Speed Of Arc’s Router?

100 Mbps

Can Arc Be Used As A Wireless Repeater Or Wireless Extender?

Yes, Arc can be used as a wireless repeater or network access point.

Does Arc Require An Internet Service Provider?

Yes, Arc will require an internet service provider that will connect to the built-in router.

Smart Home

How Do I Connect My IP Camera To My Arc?

In order to connect your camera to your Arc, you must first ensure it is an IP camera, then follow the instructions provided with the camera to get it online. Next, select the “Smart Home” icon on the home screen. Then, select “Add New Device”, from here you are given the option add a camera to your Arc. Input the camera’s UID number in the appropriate field along with the corresponding password then select “Save”. You now have access to your camera’s feed.

How Can I Dim My Lights?

Go to the “Smart Home” tab of the Arc. Select the room in which the light is located in. Scroll down to the type of device which are your “lights” in this case. Dim the light with the “Up” and “Down” keys on your remote or keyboard. The darkest setting starts at 0% and the brightest setting is at 100% .

How Do I Remove All Of My Connected Devices At Once?

In the upper right-hand corner on the home screen there is a “Gear” shaped-icon. Next, select “Arc Setting” and scroll down to “Reset Smart Home”. Once you’ve done that, select it, and your connected devices will be removed.

How Do I Delete My Arc Account From This Device?

In the upper right-hand corner on the home screen there is a “Gear” shaped-icon. Next, select “Arc Settings”, and then scroll down to “Terminate Account”. This will delete all of your saved user data on the Arc.

How Do I Change My Temperature To Read Fahrenheit, Celsius, Or Kelvin?

In the upper right-hand corner on the home screen there is a “Gear” shaped-icon. Next, select “Arc Settings”, and then scroll down to “Unit settings”. You can now change the unit of temperature to Fahrenheit, Celsius, or Kelvin.

What Is The Circled X In The Upper Right-hand Corner Of The Screen?

Selecting that icon will allow you to kill all background running applications as well clear the cache memory with one click of a button.

Is It Possible To Place The Z-Wave Accessories Of The Arc On A Time Scheduler?

Yes, within the smart home tab of the Arc, it’s possible to setup smart devices and scenes on a scheduler.

Is Arc Smart Home Controlled Through An App?

Yes, Arc can be controlled via the device itself or the mobile X Home application available for Android and iOS devices.

Can I Control Arc’s Smart Hub Remotely Even If I Am Not Home?

Yes, Arc can be accessed remotely from anywhere from the “X Home” application.

Can Arc’s Automated Lights Be Used In Unison With The Motion Sensors?

Users can trigger their lights with smart motion sensors when setup in unison.

If An Accessory Is No Longer Responding Will Arc Provide A Notification?

You will not receive a notification.

What Is The Signal Range Of Z Wave Devices?

50 – 100 feet is the estimated Z Wave range that Z wave devices will function without experiencing issues.

Will Z Wave Lighting Systems Only Function Automatedly Or Is Manual Operation Still Possible?

Yes, lighting systems that are connected through the Arc can either be controlled by the smart hub or manually.

Is A Smartphone Required To Use The Arc Or Would A Tablet Be Able To Manage Arc?

A smartphone is not required to control Arc, any android or iOS device, including a tablet, can control Arc through the mobile application.

Home Enterainment

What Entertainment Sources Are Available In Arc?

Arc is compatible with a wide-variety of major entertainment services such as Netflix, Hulu, Xfinity etc. You will have access to the Matricom Store and all of its contents as well.

Is A Subscription Required For Arc’s Entertainment Features?

Yes, you will require an paid subscription to access some of entertainment features such as Netflix, Hulu, Xfinity and etc

If A Movie Is Purchased Online, Is Arc Able To Store The File On Its Standard Equipment?

Yes, if the source allows the movie to be downloaded.

Is Arc 3D or 4K Capable?

Arc is 3D and 4K capable.

How Well Does Arc Handle 4K?

Great, Arc is 4K compatible with a frame rate up to 60 fps.

Can You Connect Your Smartphone And View It Through Arc?

Yes, Android users can cast their mobile content to Arc and allow it to play on their Tv screen or monitor. For iOS devices, you can download third party applications that support AirPlay to project content through Arc.

Is Arc Capable Of Browsing And Streaming Content On The Internet?

Yes, Arc is capable of streaming and browsing content through browsers such as Chrome or Mozilla Firefox.

Does Arc’s System Come With A Parental Control System?

Yes, Arc will allow users to set parental controls on their children. Users can set time restrictions by the hour, and also supervise their WiFi signal on or off per connected device.

Is Arc Compatible With Bluetooth Speakers?

Yes, you can connect to wireless Bluetooth speakers.

Does Arc Have Voice Assistants Like Amazon’s “Alexa” Or Google Home?

The Arc supports Google Voice assistant to search the web without having to access your keyboard to search.

What Standard Audio/Visual Inputs Are Available On Arc?

Arc supports HDMI/SPDIF hardware inputs.

Can You Set Up A Surround Sound System With Arc?

Yes, Arc is capable of managing a surround sound system.

Can You Use A Smartphone As Remote For Arc?

Yes, Arc comes with a mobile application that allows you to control the Arc from your smartphone.

Is Arc Compatible With Youtube, Chromecast, Apple Tv Or Amazon Prime Video?

Yes, Arc is compatible with those programs and many more.

Energy Management

How Do I Adjust The Dollar Rate For Kwh When Monitoring Energy?

In the upper right-hand corner on the home screen there is a “Gear” shaped-icon. Select “Arc Settings”, and then scroll down to “Energy Management”. In “Energy Management”, you will see the option to adjust the type of “Currency” and “Price per KwH”.

Can Arc Monitor My Entire Household Energy Consumption?

Technically it has the capability to do so. However, each appliance will have to be plugged into a Z-Wave Smart energy monitoring plug for the Arc to pull the energy readings.

How Long Do I Have To Wait To Get An Accurate Reading From My Arc?

The Arc can give an accurate energy reading, but it varies on each device on how fast it delivers those readings.

Is It Possible To Place The Z-Wave Accessories Of The Arc On A Time Scheduler?

Yes, within the smart home tab of the Arc, it’s possible to setup smart devices and scenes on a scheduler.

Is Arc Capable Of Live Usage Reports?

Yes, you can go into the energy management section of the device and view how much energy devices are using in real-time. However, this feature only works with devices that have built-in smart meters.

Is Arc Capable Of Processing Usage In A Dollar Amount?

Yes, Arc is capable of processing energy usage in the form of a dollar amount. The device must have a built-in smart meter for this information to be available.

Cyber Security

What Do I Do If My Security Score Is Below 5?

If your security score is below 5, then all you must do to figure out what’s wrong is select the “Security” icon in the home screen.
Then, by highlighting the score and selecting it, a pop-up window should open showing you the necessary steps to follow to improve your score. Make the appropriate changes to receive a better security score.

How Do I View Threats That Have Attacked My Network?

Select the “Security” icon located on the bottom right of the home screen and click “Total Threat Blockeds”. After doing so, a screen will pop-up with a list of the devices connected to your Arc’s network. To the right of this list, you will see a list of logged threats on your network. You can have an email copy of this report sent to you by pressing the “Menu” button on your Arc remote within this screen.

How Do I Monitor Web Activity On My Router?

Select the “Parental Control” icon located on the bottom right of the home screen and enter your PIN. Click the “Web Supervision” box, and see what kind of web activity has taken place under any device.

How Do I Block A Specific Website Or Category?

Select the “Parental Control” icon located on the bottom right of the home screen and enter your PIN. Next, select the “Web Supervision” box. Here, you can see your devices and logged web activity. Click on a website located in the log to either block it or the entire category.
You can block a URL before your child visits an unwanted site. To do so, select the “Parental Control” icon, enter the PIN, and select “Blocked Websites” in the menu options. Click “Block New Website” and enter the URL and the device you’d like to restrict. Select the block button to confirm your actions an you’ve successfully blocked a URL.

What Kind Of Threats Does My Arc Monitor And/Or Block?

The Arc uses a smart firewall to monitor and block any threats when a device visits an unsafe website. Click the “Security” tab to see more cyber security options. Select the device you want to view and click “ Attack Details” to find out more. Press the menu button twice on your Arc remote to send an email report.

What Does Arc Protect You From?

Arc’s cyber security integration protects the device as well as your network from a variety of threats such as malware, adware and virus protection.

Does Arc Send Notification Alerts To Me If An Unauthorized User Or Cyber Threat Has Attempted Harm The Network Or Gain Access?

Any network threats reported by Arc can be viewed in the “Security” section on the device.

G-Box Q3 Plus

What can I do with the G-Box Q3 (Plus)?

  1. Use the G-Box’s built-in Internet browser to surf the web.
  2. Download over a million apps from the Google Play Store.
  3. The G-Box Q3 (Plus) can stream all types of media like movies, TV shows, play games, or use apps for productivity.
  4. The G-Box Q3 (Plus) supports wireless USB keyboard or mouse.
  5. You can download external content from your USB, SD Card, or external storage device to the G-Box Q3 (Plus) to install apps or other content.
  6. The G-Box Q3 (Plus) is compatible with our G-Pad BX/XYBA controllers via wired or Bluetooth connection.

How do I log in to my Google Play Store account

To use the Google Play Store, you’ll first need to configure your G-Box Q3 (Plus) to your Gmail account.

  1. Look to the top right navigation tab and click on the “Settings”
  2. Once you enter the settings tab, scroll all the way down and select “Add Account”.
  3. Follow the instructions and provide your Gmail account. If you do not have one, make sure you create and register a new Gmail account.

How do I update the G-Box Q3’s (Plus) firmware?

Any updates available for the G-Box Q3 (Plus) will be issued through what is known as an “OTA Update”. You will receive a notification prompting you to “Review & Install” when an update becomes available. Download the update within the “OTA Updater” app.

How do I reset my G-Box?

  1. Open your device’s settings in the top right navigation tab and select “Settings”.
  2. Select “System Reset”.
  3. Select “Factory Data”, then select “Reset Phone or Reset Tablet”.
  4. To erase all data from your device’s internal storage, select “Erase Everything”.
  5. Once your device has been reset, select the option to “Restart”.

 

Toothpick Method Instructions:

  1. Unplug the AC power cord from the G-Box Q3 (Plus) but not from the power outlet.
  2. Using a toothpick or something similar, insert it into the back of the “Reset” port until you hear a slight “clicking” sound. There is a hidden button in the “Reset” port and you should be able to feel the button depress.
  3. While using a toothpick to depress the “Reset” button, reconnect the AC power cord back into the G-Box Q3 (Plus).
  4. You should now be in “Recovery Mode”.

How do I pair my remote?

  1. Within the G-Box Q3’s (Plus) home screen, scroll down, and select “Settings”.
  2. Under “Remote & Accessories”, select “Add Accessory”.
  3. Put your device in “Pairing Mode”.
  4. On your TV or monitor, use your G-Box Q3 (Plus) remote, and select your device.
  5. Your G-Box Q3 (Plus) should be paired successfully.

How do I uninstall/install applications?

  1. Open your device’s “Settings”.
  2. Select “Apps & Notifications”.
  3. Then select the app you want to uninstall. If you don’t see it, then select “See All Apps or App Info”.
  4. Select “Uninstall”.

Where do I transfer/access data from an external hard drive?

We recommend downloading ES File Explorer from the Google Play Store. Skip this step if you already have ES File Explorer.

 

In ES File Explorer, do the following:

 

  1. To access data in your internal storage, select the “m.m.e” tab in the upper left-hand corner of the app.
  2. To access data in your external drive, select the “External Storage” in the upper left-hand corner. It’s usually located underneath “Internal Storage”.

How do I set up my device to stream movies,TV shows, and more?

Depending on the entertainment providers, you must have existing subscriptions with providers such as Netflix, Hulu, Sling Tv, etc. that are available in the Google Play Store. Please be advised we do not recommend or support any third-party streaming applications. Matricom does not provide information on downloading such software as it may damage or brick your device.

Can I purchase a pre-programmed G-Box Q3 (Plus)?

Matricom does not sell programmed devices. The initial setup of your device must be done by the proprietary owner.

Will I lose all my content if I factory reset my device?

You will lose all of your data if you factory reset your device, and you must reinstall all your downloaded content.

Will I lose all my content if I factory reset my device?

Yes and No, the original G-Box Q3 does not support 4K, however, the new G-Box Q3 Plus does.

My G-Box Q3 (Plus) will not boot up.

Have you had any power outages or power surges within the area at all? If so, there is a high possibility of the device being affected by the incident. Please contact us directly at 786-686-5515 or email us at support@matricom.net for more information.

What version of Android is the G-Box Q3 (Plus) using?

The current version of Android installed on our device is 7.1.2.

What is the difference between the G-Box Q3 and G-Box Q3 Plus?

The specs on both devices are similar aside from the Q3 Plus’s new casing and internal components. The G-Box Q3 Plus’s components are of higher quality and built to operate more efficiently. A lot of the bugs experienced in the previous models have been resolved and will not occur in our latest G-Box release.

Currently there is no firmware update for the Q3 pre-release versions. It will be soon released as the devs are still working hard on bringing a stable and great release for the Q3 pre-release versions. Once it’s ready an announcement will be made along with instruction guides and any corresponding download links.

The USB Burning Tool is used to flash the firmware on a Q3 device.

G-Pad XYBA

Is the XYBA compatible with the G-Box series?

Yes, the XYBA is compatible with our G-Box series. We’d like to note that not all apps will map accordingly to the XYBA’s button layout.

Is the XYBA controller cross-platform compatible?

The XYBA is confirmed to work with Android devices, PC’s, Samsung VR headsets, and PS3.

Can the XYBA controller be paired via Bluetooth to my G-Box?

Yes, you can connect your XYBA via Bluetooth and use it as a remote for your G-Box.

How many XYBA controllers can I connect to a G-Box?

You can connect only up to one XYBA per G-Box device.

How do I pair my G-Pad to my device?

Simply press the MATRICOM Button+ X on the controller. The red light on the controller will start flashing. Go to your device’s Bluetooth settings to pair it with the G-Pad.

How do I enable mouse movement on a PC?

Press and hold the Select + and X button on the controller to enable mouse functions with the XYBA. To disable this function, press and hold the Select + and X button again.

My XYBA controller will not connect via Bluetooth. What actions should I take?

There is a “RESET” button located on the back of the device. Using a toothpick-like object, press the button on the back of the controller. This should reset the connection and allow the controller to reconnect to your device.

 

Does the XYBA come with a USB wireless adapter for PCs?

No, all PC connectivity will have to be established through a Bluetooth connection.

Does the XYBA work with emulators on Android devices?

Yes, our controllers will work with emulators. However, special key mapping may be required for the XYBA to game properly.

How do I know when the XYBA is fully charged?

You will know it’s fully charged when the battery light icon stops blinking and remains lit.

Does the controller support Bluetooth 5.0?

Yes, the XYBA will connect to Bluetooth 5.0 devices because this generation of Bluetooth is backward compatible with the controller.

Will this work with all Android games?

While there is no guarantee, some games might need special key mapping, so the controller can communicate properly.  We suggest downloading an app called ‘Octopus’, which will then allow you to map the controller keys accordingly.

I cannot pair my G-Pad XYBA with the Amazon Fire Stick.

Unfortunately, the most recent update on the Amazon Fire Stick (including older generations) have hindered the ability for our controllers to connect or stay connected. This is something out of our control; we suggest contacting Amazon’s support team to get more information on the subject.

G-Pad BX

Is an G-Pad BX controller compatible with a G-box Q, Q2, or Q3?

Yes, and compatible with many other devices.

Is the G-Pad BX controller cross-platform compatible?

Yes, the G-Pad BX is compatible with  Samsung VR, Bluetooth available device, Q2, Q3

How do I pair my Gamepad to my device?

Yes, simply press Mode + X on the controller and the red lights will start flashing. Enter your device bluetooth manager and pair it with the Gamepad.

How do I enable mouse movement on PC?

Simply press Mode + Y on the controller to enable mouse functions with the BX. To disable this function press Mode + X.

G-Box Q2

How do I update my G-Box Q2 firmware?

Complete the 2.2.1 manual firmware reflash on your G-Box Q2 using an SD card.

What You Need

  1. G-box Q²
  2. An empty SD card (formatted to FAT32 with at least 2 GB of memory and no more than 32 GB of memory)
  3. Computer with SD card slot
  4. Google Chrome browser (using Internet Explorer or safari to download these files can cause complications with this process)
  5. First start by downloading the firmware files. You can download the firmware by clicking each file individually.

Instructions

  1. Once you have downloaded the two files above, you will copy and paste them onto your empty SD card (there must be no other files on the SD card, and the zipped files must remain zipped).
  2. After you have placed the two files onto your SD card, you will begin the toothpick method.
  3. Disconnect power from G-box Q.
  4. Insert SD card with firmware files into card slot on the side of your G-box Q².
  5. Insert toothpick or similar object into “reset” hole on the back of your G-box Q², until you feel a click.
  6. Once you feel the click of the reset button, Hold it down with toothpick while reconnecting the power to your G-box Q².
  7. Hold down the button for roughly 20-30 seconds or until you see your screen change.
  8. Select “Apply Update From EXT”
  9. Select the Update Zip file
  10. Select Reboot System now

By clicking on the link below you will begin the download of the latest G-Box Q2 firmware!

This file must go inside your SD card along with your Q2 firmware .zip file.

G-Box Q

How do I update my G-box Q firmware?

Complete the 2.2.1 manual firmware reflash on your G-box Q using an SD card.

What You Need

  1. G-Box Q
  2. An empty SD card (formatted to FAT32 with at least 2 GB of memory and no more than 32 GB of memory)
  3. Computer with SD card slot
  4. Google Chrome browser (using Internet Explorer or safari to download these files can cause complications with this process)
  5. First start by downloading the firmware files. You can download the firmware by clicking each file individually.

Instructions

  1. Once you have downloaded the two files above, you will copy and paste them onto your empty SD card. (there must be no other files on the SD card, and the zipped files must remain zipped)
  2. After you have placed the two files onto your SD card, you will begin the toothpick method.
  3. Disconnect power from G-box Q.
  4. Insert SD card with firmware files into card slot on the side of your G-box Q.
  5. Insert toothpick or similar object into “reset” hole on the back of your G-box Q, until you feel a click.
  6. Once you feel the click of the reset button, Hold it down with toothpick while reconnecting the power to your G-box Q.
  7. Hold down the button for roughly 20-30 seconds or until you see your screen change.
  8. Select “Apply Update From EXT”
  9. Select the Update Zip file
  10. Select Reboot System now

By clicking the link below you will begin the download of the latest G-Box Q firmware!

This file must go inside your SD card along with your Q2 firmware .zip file.

MX2

Matricom no longer supports the MX2 product, in order to get help you will need to look for outside sources.

How do I update my MX2 firmware?

Matricom no longer supports the MX2 product. We also don’t have current or future MX2 firmware updates.

Is my product still under warranty?

Unfortunately, all MX2 products warranty has been voided. 

FORUMS

Here you have access to the Matricom Forum community to connect with others, ask and answer questions, find new ways to use your G-Box or G-Pad, get support, watch tutorials, and much more.

WARRANTY

At Matricom we proudly offer a 1 year warranty on all of our products. Please call us at 786-686-5515 for more information. Or for info about returns, view our Return Policy.

Register Your Product

Please sign in or create a Matricom account to register your product.