Diagnostic Tool in Origin

The Merlyn Origin Diagnostic tool will check for the most common blockers for our users. 

Accessing the Diagnostic tool

1. Open the Merlyn overlay by pressing the small orange button at the top of the remote, or by clicking the orange Merlyn icon on your taskbar.
2. Click on the Account icon on the far right of the overlay.
3. Click on Diagnostics

The Diagnostic tool will run a series of tests to check for connection and functionality. 

If you see all green checks, you are ready to use Merlyn!

• System details successfully retrieved - the desktop app is communicating with the diagnostic tool
• Permissions have been granted for Origin - the remote and USB dongle have permissions granted
• Your system has access to Merlyn URLs/AWS URLs - the Allow List is unblocked on your network
• You have the Chrome Extension installed - the required extension has been added to your browser
• Your internet connection is fine - your device is connected to the internet
• The user is part of the Merlyn Cloud - the logged in user has been added to an organization with an active Merlyn Origin license
• Dongle is connected - the USB dongle is plugged in to the computer
• RCU data pulled successfully - the remote is able to share data with the desktop application

If you see a Red X next to a test, follow on-screen prompts to resolve the issue.

The onscreen prompts will take you to our troubleshooting guides.

By entering your email address in the indicated field, you can send a diagnostic report to Merlyn support and you will receive an email with 24 hours to help you resolve the issue. 

Still have a problem that the diagnostic tool didn't detect?

Click on "Yes I need more help" at the bottom of the diagnostic tool, enter your email address, and a support ticket will be created. You'll receive an email within 24 hours to help you resolve the issue.