Troubleshooting your x500s connection to the X4 Cloud
This article helps you troubleshoot when the x500 has trouble connecting to the X4 Cloud.
Select the connection type that you configured on the x500:
- Wired
- WiFi
- Cellular
Wired connection
Wait at least 2 minutes for the x500 to finish booting and attempting to connect to the X4 Cloud. Select what the Activity (ACT) LED status is after these 2 minutes:
- (ACT)
Constant red - (ACT)
Blinking red 1 pulse - (ACT)
Blinking red 3 pulses - (ACT)
Blinking red 4 pulses - (ACT)
Blinking red 5 pulses - (ACT)
Blinking blue 1 pulse - (ACT)
Blinking blue 2 pulses - (ACT)
Constant blue
(ACT) Constant red
Description
The x500 is booting, which usually takes ~1 minute, or is not registered.
Solution
Register the x500. If you just attempted to register the x500 using a USB flash drive, this status means that the x500 didn’t recognize the USB flash drive or didn’t find the file “router.conf”. Make sure that:
- the USB flash drive is formatted as FAT or FAT32.
- the configuration file is named “router.conf“.
- the configuration file is located in the root directory of the USB flash drive.
Upon insertion of the USB flash drive, the x500’s ACT LED should blink blue quickly, indicating that it’s reading the configuration file and configuring itself. If you don’t see this happen, double check the steps above or try a different USB flash drive.
If the problem persists, try to factory reset the x500.
Click here to return to the Wired overview.
(ACT) Blinking red 1 pulse
Description
The x500 is unable to access the X4 Remote server.
Solution
Make sure that the x500 has internet access:
- Check the connection by unplugging the Ethernet cable from the x500’s WAN (internet) port and plugging it into your computer. Turn off any other connections on your computer, like Wi-Fi.
If your computer had internet access in the test above, then the x500 may not be configured correctly. If you just used a configuration file, open the configuration file with Notepad or simply create a new one. Alternatively, you can also check the current WAN Ethernet settings on the x500’s local web interface. Make sure that:
- the WAN (internet) settings are correct for internet access in the local network. Letting the x500 obtain an IP address automatically (DHCP) will be suitable for most situations. If you configure a static IP address instead, be sure to always consult the local IT administrator for the correct network settings (IP address, network mask, default gateway, and DNS server).
- proxy server settings are correctly configured, if applicable.
Make sure that the x500 is allowed to reach the X4 Cloud:
- Check with the local IT administrator that the company firewall is not blocking the x500’s attempts to reach X4 Remote. Details can be found at: How does your device connect to the X4 Cloud? (ports, protocols & servers).
Click here to return to the Wired overview.
(ACT) Blinking red 3 pulses
Description
There is a LAN/WAN conflict in the router settings. In other words, the LAN (machine network) IP range and WAN (corporate network) IP range are the same or IP-technically considered to be a part of one another. This means the x500 cannot differentiate between the two and cannot reliably determine which way is “the internet”.
Examples of a LAN/WAN conflict:
| WAN | LAN | Description |
|---|---|---|
IP range: 192.168.140.x Subnet mask: 255.255.255.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN = LAN : This is the most common LAN/WAN conflict. The IP range “192.168.140” of both networks conflict with one another. The x500 cannot distinguish between the LAN and WAN network. |
IP range: 192.168.x.x Subnet mask: 255.255.0.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN > LAN : The LAN IP range (192.168.140.1 – 192.168.140.254) is considered a part of the WAN IP range (192.168.0.1 – 192.168.255.254). The x500 cannot determine whether “192.168.140.x” is a part of the LAN network or the WAN network. |
IP range: 192.168.140.x Subnet mask: 255.255.255.0 | IP range: 192.168.x.x Subnet mask: 255.255.0.0 | WAN < LAN : The WAN IP range (192.168.140.1 – 192.168.140.254) is considered a part of the LAN IP range (192.168.0.1 – 192.168.255.254). The x500 cannot determine whether “192.168.140.x” is a part of the WAN network or the LAN network. |
Examples of correct configurations:
| WAN | LAN | Description |
|---|---|---|
IP range: 192.168.90.x Subnet mask: 255.255.255.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN ≠ LAN : The WAN IP range (192.168.90.1 – 192.168.90.254) is different from the LAN IP range (192.168.140.1 – 192.168.140.254). There is no overlap, there is no conflict. |
IP range: 192.168.x.x Subnet mask: 255.255.0.0 | IP range: 172.16.x.x Subnet mask: 255.255.0.0 | WAN ≠ LAN : The WAN network (192.168.0.1 – 192.168.255.254) is different from the WAN IP range (172.16.0.1 – 172.16.255.254). There is no overlap, there is no conflict. |
Solutions
There are a few solutions to this situation that you can choose from:
Tip!
It is strongly advised to choose an uncommon IP range for your machine network. For example 192.168.187.x, with subnet mask 255.255.255.0. This reduces the chance of there ever being a LAN/WAN conflict. For available IP ranges, search online for "private IP range".
- Change the x500’s LAN IP range by creating a new configuration file with the same WAN settings, but a different LAN IP range than before. Note that you will also have to change the IP range on your connected hardware, like the PLC.
- Change the x500’s WAN IP range by choosing one of these options:
- Ask the local IT administrator if there is a different IP range or VLAN available to which you can connect the x500 for internet access.
- Use an x500 model with 4G in combination with a cellular connection instead of the current wired connection.
- Place a router, this can be any router you have lying around, between the corporate network and the x500’s WAN port. Configure that router such that the x500 will receive an IP address in a different IP range than before and for it to also have internet access.
Click here to return to the Wired overview.
(ACT) blinking red 4 pulses
Description
The x500 was removed from X4 Remote.
Solution
The x500 needs to be registered again without rebooting the router. If the USB flash drive with the configuration file is still in the x500, simply take out the USB flash drive and insert it again, without rebooting the router. If you do reboot the x500, wait for the ACT LED to start blinking red 4 pulses again and then insert the USB flash drive with the configuration file.
Click here to return to the Wired overview.
(ACT) Blinking red 5 pulses
Description
The x500 is trying to register itself in an X4 Remote company, but there is still an old registration from the x500 listed in that X4 Remote company. This situation usually happens when someone has factory reset the x500 and immediately tries to register it again.
Solutions
There are two solutions to this situation that you can choose from. If you want to re-use the settings from the old X4 Remote registration:
- Turn on “Recover upon next registration“.
- Do NOT reboot the x500. If you do, wait for the ACT LED to start blinking red 5 pulses again before continuing.
- Take out the USB flash drive and plug it back in.
If you do NOT want to re-use the settings from the old X4 Remote registration:
- Remove the device from X4 Remote.
- Do NOT reboot the x500. If you do, wait for the ACT LED to start blinking red 5 pulses again before continuing.
- Take out the USB flash drive and plug it back in.
Click here to return to the Wired overview.
(ACT) Blinking blue 1 pulse
Description
The x500 is connecting to the X4 Cloud.
Solution
If you keep seeing this LED status it means that the x500 is unable to reach the X4 Cloud.
- Check with the local IT administrator that their company firewall is not blocking the x500’s attempt to connect to the X4 Cloud. Details can be found at: How does your device connect to the X4 Cloud? (ports, protocols & servers).
Click here to return to the Wired overview.
(ACT) Blinking blue 2 pulses
Description
The x500 is initiating a VPN connection to the closest VPN server.
Solution
If you keep seeing this LED status it means that the x500 is unable to establish the VPN connection. Make sure that you:
- turn on stealth mode, if applicable.
- check with the local IT administrator that their company firewall is not blocking the x500’s attempt to set up a VPN connection. Details can be found at: How does your device connect to the X4 Cloud? (ports, protocols & servers).
Click here to return to the Wired overview.
(ACT) Constant blue
Description
The x500 has an active VPN connection to the X4 Cloud.
Solution
If you see the x500 listed in your X4 Cloud company, but it doesn’t have an active VPN connection:
- Hard refresh the webpage (CTRL+F5 for Windows users).
If you do not see the x500 listed in your X4 Remote company:
- Check if you are currently looking in the right company. You can switch company by opening the account menu in the top right corner and selecting [Switch company].
- Check with the person who invited you to see if you have access to this x500.
If the above is correct, but you still don’t see the x500, then it may have previously been registered in a different company.
- If you wish to save its previous configuration, you can transfer the x500.
- If you do NOT wish to save its previous configuration, you can factory reset the x500 and then register it again.
Click here to return to the Wired overview.
WiFi connection
Wait at least 2 minutes for the x500 to finish booting and attempting to connect to the X4 Cloud. If the Signal LED is off and the Activity (ACT) LED status is still constant red after these 2 minutes, click below.
- (ACT) Constant red
If the Activity LED is not constant red then the x500 was configured and we’ll first focus on the Signal LED and only once it’s constant purple/blue we’ll continue with the Activity LED. Reason is because the x500 will need to be connected to the WiFi network, indicated by the Signal LED, before it can try to connect to the X4 Cloud, indicated by the Activity LED.
Select what the Signal LED status is after these 2 minutes:
- (
) 
Blinking blue - () Blinking blue 1 pulse
- () Blinking red 1 pulse
- () Constant red
- ()
Constant purple - () Constant blue
If the Signal LED is constant purple/blue, select what the Activity (ACT) LED status is:
- (ACT) Blinking red 1 pulse
- (ACT) Blinking red 3 pulses
- (ACT) Blinking red 4 pulses
- (ACT) Blinking red 5 pulses
- (ACT) Blinking blue 1 pulse
- (ACT) Blinking blue 2 pulses
- (ACT) Constant blue
(ACT) Constant red
Description
The x500 is booting, which usually takes ~1 minute, or is not registered.
Solution
Register the x500. If you just attempted to register the x500 using a USB flash drive, this status means that the x500 didn’t recognize the USB flash drive or didn’t find the file “router.conf”. Make sure that:
- the USB flash drive is formatted as FAT or FAT32.
- the configuration file is named “router.conf“.
- the configuration file is located in the root directory of the USB flash drive.
Upon insertion of the USB flash drive, the x500’s ACT LED should blink blue quickly, indicating that it’s reading the configuration file and configuring itself. If you don’t see this happen, double check the steps above or try a different USB flash drive.
If the problem persists, try to factory reset the x500.
Click here to return to the WiFi overview.
(SIG) Blinking blue
Description
The WiFi module is being initialized.
Solution
Please wait for the x500 to finish. You will see a different LED status shortly.
Click here to return to the WiFi overview.
(SIG) Blinking blue 1 pulse
Description
The x500 is unable to connect to the WiFi network.
Solution
The x500 may not be configured correctly. If you just used a configuration file, open the configuration file with Notepad or simply create a new one. Alternatively, you can also check the current WAN WiFi settings on the x500’s local web interface. Make sure that:
- the network name (SSID) is entered with the correct capitalization (“guestwifi” is a different network than “GuestWiFi”).
- the password is entered correctly.
The WiFi network may not be within reach or is incompatible with the x500. Make sure that the WiFi network:
- is within range. You can check this by opening your computer/phone. You should be able to find the WiFi network if it’s within range.
- signal is able to reach the x500. If the x500 is placed within a cabinet, that can reduce the WiFi signal immensely. It is strongly advised to place the x500’s antenna outside of the cabinet.
- is 2.4GHz and on a channel between 1 – 11. The x500 can only connect to 2.4GHz networks and only if they are on channels 1 – 11. Search online how you can determine on your computer/phone if the WiFi network matches these criteria or consult the local IT administrator.
- does not require you to log in to a webpage or accept their terms of use first. This is common with public networks and can easily be checked by connecting to the WiFi network with your mobile phone. Since there is no universal way to handle these widely varying pages, the x500 is unable to connect to such a network. Use a different WiFi network if available.
Click here to return to the WiFi overview.
(SIG) Blinking red 1 pulse
Description
The x500 is unable to connect to the WiFi network.
Solution
The x500 may not be configured correctly. If you just used a configuration file, open the configuration file with Notepad or simply create a new one. Alternatively, you can also check the current WAN WiFi settings on the x500’s local web interface. Make sure that:
- the network name (SSID) is entered with the correct capitalization (“guestwifi” is a different network than “GuestWiFi”).
- the password is entered correctly.
The WiFi network may not be within reach or is incompatible with the x500. Make sure that the WiFi network:
- is within range. You can check this by opening your computer/phone. You should be able to find the WiFi network if it’s within range.
- signal is able to reach the x500. If the x500 is placed within a cabinet, that can reduce the WiFi signal immensely. It is strongly advised to place the x500’s antenna outside of the cabinet.
- is 2.4GHz and on a channel between 1 – 11. The x500 can only connect to 2.4GHz networks and only if they are on channels 1 – 11. Search online how you can determine on your computer/phone if the WiFi network matches these criteria or consult the local IT administrator.
- does not require you to log in to a webpage or accept their terms of use first. This is common with public networks and can easily be checked by connecting to the WiFi network with your mobile phone. Since there is no universal way to handle these widely varying pages, the x500 is unable to connect to such a network. Use a different WiFi network if available.
Click here to return to the WiFi overview.
(SIG) Constant red
Description
The x500 is connected to the WiFi network, but has poor reception.
Solution
This may not be an issue, but can result in slower data transmission or unwanted disconnects. There are a few things you can do:
- Relocate the antenna for a better reception:
- Move the antenna closer to the WiFi network’s access point.
- If the antenna is placed within a cabinet, that can reduce the WiFi signal immensely. It is strongly advised to place the x500’s antenna outside of the cabinet.
- Have the x500 connect to a WiFi network with a closer access point.
- Use a 3rd party WiFi extender or amplifier to strengthen the WiFi signal.
Click here to return to the WiFi overview.
(SIG) Constant purple
Description
The x500 is connected to the WiFi network, and has decent reception.
You generally won’t experience issues with this reception strength, but you can always check the tips above to improve the reception.
Click here to return to the WiFi overview and continue at the Activity LED status.
(SIG) Constant blue
Description
The x500 is connected to the WiFi network, and has good reception.
Click here to return to the WiFi overview and continue at the Activity LED status.
(ACT) Blinking red 1 pulse
Description
The x500 is unable to access the X4 Remote server.
Solution
Make sure that the x500 has internet access:
- Check the connection by connecting your mobile phone to this WiFi network.
Make sure that the x500 is allowed to reach the X4 Cloud:
- Check with the local IT administrator that their company firewall is not blocking the x500’s attempts to reach the X4 Cloud. Details can be found at: How does your device connect to the X4 Cloud? (ports, protocols & servers).
Click here to return to the WiFi overview.
(ACT) Blinking red 3 pulses
Description
There is a LAN/WAN conflict in the router settings. In other words, the LAN (machine network) IP range and WAN (corporate network) IP range are the same or IP-technically considered to be a part of one another. This means the x500 cannot differentiate between the two and cannot reliably determine which way is “the internet”.
Examples of a LAN/WAN conflict:
| WAN | LAN | Description |
|---|---|---|
IP range: 192.168.140.x Subnet mask: 255.255.255.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN = LAN : This is the most common LAN/WAN conflict. The IP range “192.168.140” of both networks conflict with one another. The x500 cannot distinguish between the LAN and WAN network. |
IP range: 192.168.x.x Subnet mask: 255.255.0.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN > LAN : The LAN IP range (192.168.140.1 – 192.168.140.254) is considered a part of the WAN IP range (192.168.0.1 – 192.168.255.254). The x500 cannot determine whether “192.168.140.x” is a part of the LAN network or the WAN network. |
IP range: 192.168.140.x Subnet mask: 255.255.255.0 | IP range: 192.168.x.x Subnet mask: 255.255.0.0 | WAN < LAN : The WAN IP range (192.168.140.1 – 192.168.140.254) is considered a part of the LAN IP range (192.168.0.1 – 192.168.255.254). The x500 cannot determine whether “192.168.140.x” is a part of the WAN network or the LAN network. |
Examples of correct configurations:
| WAN | LAN | Description |
|---|---|---|
IP range: 192.168.90.x Subnet mask: 255.255.255.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN ≠ LAN : The WAN IP range (192.168.90.1 – 192.168.90.254) is different from the LAN IP range (192.168.140.1 – 192.168.140.254). There is no overlap, there is no conflict. |
IP range: 192.168.x.x Subnet mask: 255.255.0.0 | IP range: 172.16.x.x Subnet mask: 255.255.0.0 | WAN ≠ LAN : The WAN network (192.168.0.1 – 192.168.255.254) is different from the WAN IP range (172.16.0.1 – 172.16.255.254). There is no overlap, there is no conflict. |
Solutions
There are a few solutions to this situation that you can choose from:
Tip!
It is strongly advised to choose an uncommon IP range for your machine network. For example 192.168.187.x, with subnet mask 255.255.255.0. This reduces the chance of there ever being a LAN/WAN conflict. For available IP ranges, search online for "private IP range".
- Change the x500’s LAN IP range by creating a new configuration file with the same WAN settings, but a different LAN IP range than before. Note that you will also have to change the IP range on your connected hardware, like the PLC.
- Change the x500’s WAN IP range by choosing one of these options:
- Ask the local IT administrator if there is a different IP range or VLAN available to which you can connect the x500 for internet access.
- Use an x500 model with 4G in combination with a cellular connection instead of the current wired connection.
- Place a router, this can be any router you have lying around, between the corporate network and the x500’s WAN port. Configure that router such that the x500 will receive an IP address in a different IP range than before and for it to also have internet access.
Click here to return to the WiFi overview.
(ACT) blinking red 4 pulses
Description
The x500 was removed from X4 Remote.
Solution
The x500 needs to be registered again without rebooting the router. If the USB flash drive with the configuration file is still in the x500, simply take out the USB flash drive and insert it again, without rebooting the router. If you do reboot the x500, wait for the ACT LED to start blinking red 4 pulses again and then insert the USB flash drive with the configuration file.
Click here to return to the WiFi overview.
(ACT) Blinking red 5 pulses
Description
The x500 is trying to register itself in an X4 Remote company, but there is still an old registration from the x500 listed in that X4 Remote company. This situation usually happens when someone has factory reset the x500 and immediately tries to register it again.
Solutions
There are two solutions to this situation that you can choose from. If you want to re-use the settings from the old X4 Remote registration:
- Turn on “Recover upon next registration“.
- Do NOT reboot the x500. If you do, wait for the ACT LED to start blinking red 5 pulses again before continuing.
- Take out the USB flash drive and plug it back in.
If you do NOT want to re-use the settings from the old X4 Remote registration:
- Remove the device from X4 Remote.
- Do NOT reboot the x500. If you do, wait for the ACT LED to start blinking red 5 pulses again before continuing.
- Take out the USB flash drive and plug it back in.
Click here to return to the WiFi overview.
(ACT) Blinking blue 1 pulse
Description
The x500 is connecting to the X4 Cloud.
Solution
If you keep seeing this LED status it means that the x500 is unable to reach the X4 Cloud.
- Check with the local IT administrator that their company firewall is not blocking the x500’s attempt to connect to the X4 Cloud. Details can be found at: How does your device connect to the X4 Cloud? (ports, protocols & servers).
Click here to return to the WiFi overview.
(ACT) Blinking blue 2 pulses
Description
The x500 is initiating a VPN connection to the closest VPN server.
Solution
If you keep seeing this LED status it means that the x500 is unable to establish the VPN connection. Make sure that you:
- turn on stealth mode, if applicable.
- check with the local IT administrator that their company firewall is not blocking the x500’s attempt to set up a VPN connection. Details can be found at: How does your device connect to the X4 Cloud? (ports, protocols & servers).
Click here to return to the WiFi overview.
(ACT) Constant blue
Description
The x500 has an active VPN connection to the X4 Cloud.
Solution
If you see the x500 listed in your X4 Cloud company, but it doesn’t have an active VPN connection:
- Hard refresh the webpage (CTRL+F5 for Windows users).
If you do not see the x500 listed in your X4 Remote company:
- Check if you are currently looking in the right company. You can switch company by opening the account menu in the top right corner and selecting [Switch company].
- Check with the person who invited you to see if you have access to this x500.
If the above is correct, but you still don’t see the x500, then it may have previously been registered in a different company.
- If you wish to save its previous configuration, you can transfer the x500.
- If you do NOT wish to save its previous configuration, you can factory reset the x500 and then register it again.
Click here to return to the WiFi overview.
Cellular
Wait at least 2 minutes for the x500 to finish booting and attempting to connect to the X4 Cloud. If the Signal LED is off and the Activity (ACT) LED status is still constant red after these 2 minutes, click below.
- (ACT) Constant red
If the Activity LED is not constant red then the x500 was configured and we’ll first focus on the Signal LED and only once it’s constant purple/blue we’ll continue with the Activity LED. Reason is because the x500 will need to be connected to the cellular network, indicated by the Signal LED, before it can try to connect to the X4 Cloud, indicated by the Activity LED.
Alternative status info: x500’s local web interface
The x500’s local web interface provides a quick and clear overview of the situation as alternative to the LED statuses. Look for the “Cellular”-section on the local web interface. In order, the SIM card needs to be recognized and unlocked (click respectively here and here if it isn’t), the x500 needs to be registered on the cellular network (click here if it isn’t), and the x500 needs to have internet access (click here if it doesn’t).
Select what the Signal LED status is after these 2 minutes:
- () Blinking blue
- () Blinking blue 1 pulse
- () Blinking red 1 pulse
- ()
Blinking red 2 pulses - () Blinking red 4 pulses
- () Constant red
- () Constant purple
- () Constant blue
If the Signal LED is constant purple/blue, select what the Activity (ACT) LED status is:
- (ACT) Blinking red 1 pulse
- (ACT) Blinking red 3 pulses
- (ACT) Blinking red 4 pulses
- (ACT) Blinking red 5 pulses
- (ACT) Blinking blue 1 pulse
- (ACT) Blinking blue 2 pulses
- (ACT) Constant blue
(ACT) Constant red
Description
The x500 is booting, which usually takes ~1 minute, or is not registered.
Solution
Register the x500. If you just attempted to register the x500 using a USB flash drive, this status means that the x500 didn’t recognize the USB flash drive or didn’t find the file “router.conf”. Make sure that:
- the USB flash drive is formatted as FAT or FAT32.
- the configuration file is named “router.conf“.
- the configuration file is located in the root directory of the USB flash drive.
Upon insertion of the USB flash drive, the x500’s ACT LED should blink blue quickly, indicating that it’s reading the configuration file and configuring itself. If you don’t see this happen, double check the steps above or try a different USB flash drive.
If the problem persists, try to factory reset the x500.
Click here to return to the cellular overview.
(SIG) Blinking blue
Description
The cellular module is being initialized.
Solution
Please wait for the x500 to finish. You will see a different LED status shortly.
Click here to return to the cellular overview.
(SIG) Blinking blue 1 pulse
Description
The x500 is unable to connect to the cellular network.
Solution
The x500 may not be configured correctly. Open the configuration file with Notepad, or simply create a new one, and make sure that:
- the Access Point Name (APN) is correct. If you’re unsure, search online or ask your provider directly for the correct APN.
The cellular network may not be within reach or the reception is poor. Make sure that:
- the provider has good 3G/4G coverage at your location.
- the cellular signal is able to reach the x500:
- If the x500 is placed within a cabinet, that can reduce the cellular signal immensely. It is strongly advised to place the x500’s antenna outside of the cabinet.
- The same applies in a lesser degree to obstructions, machines, or the construction of the hall itself that the x500 is located in. It may be beneficial to place the antenna as close to the outside world as possible, like near a window.
- the antenna is connected to the correct SMA connector on the x500. The 4G models have 2 SMA connectors for your cellular antenna. The one closest to the power connector is the MAIN and the other connector is the DIV. Always connect an antenna to the MAIN. Connecting an antenna to the DIV is optional and never required.
Make sure that the SIM card is activated:
- Contact the provider directly or check the provider’s online portal, if available.
Additionally, we recommend testing the SIM card to be completely sure:
- Insert the SIM card in a mobile phone that accepts a mini SIM card (2FF), open a mobile browser, and navigate to a webpage, like lenze.digital. If you are unable to open the webpage, contact the provider directly or check the provider’s online portal.
Click here to return to the cellular overview.
(SIG) Blinking red 1 pulse
Description
The x500 is unable to connect to the cellular network.
Solution
The x500 may not be configured correctly. Open the configuration file with Notepad, or simply create a new one, and make sure that:
- the Access Point Name (APN) is correct. If you’re unsure, search online or ask your provider directly for the correct APN.
The cellular network may not be within reach or the reception is poor. Make sure that:
- the provider has good 3G/4G coverage at your location.
- the cellular signal is able to reach the x500:
- If the x500 is placed within a cabinet, that can reduce the cellular signal immensely. It is strongly advised to place the x500’s antenna outside of the cabinet.
- The same applies in a lesser degree to obstructions, machines, or the construction of the hall itself that the x500 is located in. It may be beneficial to place the antenna as close to the outside world as possible, like near a window.
- the antenna is connected to the correct SMA connector on the x500. The 4G models have 2 SMA connectors for your cellular antenna. The one closest to the power connector is the MAIN and the other connector is the DIV. Always connect an antenna to the MAIN. Connecting an antenna to the DIV is optional and never required.
Make sure that the SIM card is activated:
- Contact the provider directly or check the provider’s online portal, if available.
Additionally, we recommend testing the SIM card to be completely sure:
- Insert the SIM card in a mobile phone that accepts a mini SIM card (2FF), open a mobile browser, and navigate to a webpage, like lenze.digital. If you are unable to open the webpage, contact the provider directly or check the provider’s online portal.
Click here to return to the cellular overview.
(SIG) Blinking red 2 pulses
Description
The x500 can’t unlock the SIM card.
Solution
The x500 may not be configured correctly. Open the configuration file with Notepad, or simply create a new one, and make sure that:
- the PIN is entered correctly. Leave the PIN field empty only if there is no PIN set on the SIM card.
If the PIN is entered correctly, the SIM card is likely in a state that requires the SIM card’s PUK code to enable it again:
- Insert the SIM card in a mobile phone that accepts a mini SIM card (2FF). Enter the PUK code when prompted.
Click here to return to the cellular overview.
(SIG) Blinking red 4 pulses
Description
The SIM card is invalid or missing. or the x500 doesn’t recognize the SIM card.
Solution
Make sure that the SIM card:
- is inserted correctly.
- is inserted fully. When you insert it, you should hear a small but audible “click”. The SIM card should not stick out of the x500.
- is inserted before powering on the x500. If you do happen to have inserted it after you had already powered on the x500, simply reboot the x500 once.
Click here to return to the cellular overview.
(SIG) Constant red
Description
The x500 is connected to the cellular network, but has poor reception.
Solution
This may not be an issue, but can result in slower data transmission or unwanted disconnects. There are a few things you can do:
- Check if the current provider has good 3G/4G coverage at your location. Consider switching provider if another has better coverage.
- Relocate the antenna for a better reception:
- If the x500 is placed within a cabinet, that can reduce the cellular signal immensely. It is strongly advised to place the x500’s antenna outside of the cabinet.
- The same applies in a lesser degree to obstructions, machines, or the construction of the hall itself that the x500 is located in. It may be beneficial to place the antenna as close to the outside world as possible, like near a window.
- Check if the antenna is connected to the correct SMA connector on the x500. The 4G models have 2 SMA connectors for your cellular antenna. The one closest to the power connector is the MAIN and the other connector is the DIV. Always connect an antenna to the MAIN. Connecting an antenna to the DIV is optional and never required.
Click here to return to the cellular overview.
(SIG) Constant purple
Description
The x500 is connected to the cellular network, and has decent reception.
You generally won’t experience issues with this reception strength, but you can always check the tips above to improve the reception.
Click here to return to the cellular overview and continue at the Activity LED status.
(SIG) Constant blue
Description
The x500 is connected to the cellular network, and has good reception.
Click here to return to the cellular overview and continue at the Activity LED status.
(ACT) Blinking red 1 pulse
Description
The x500 is unable to access the X4 Remote server.
Solution
Make sure that the SIM card is activated and has data available:
- Contact the provider directly or check the provider’s online portal, if available.
Additionally, we recommend testing the SIM card to be completely sure:
- Insert the SIM card in a mobile phone that accepts a mini SIM card (2FF), open a mobile browser, and navigate to a webpage, like lenze.digital. If you are unable to open the webpage, contact the provider directly or check the provider’s online portal.
Click here to return to the cellular overview.
(ACT) Blinking red 1 pulse
Description
The x500 is unable to access the X4 Remote server.
Solution
Make sure that the SIM card is activated and has data available:
- Contact the provider directly or check the provider’s online portal, if available.
Additionally, we recommend testing the SIM card to be completely sure:
- Insert the SIM card in a mobile phone that accepts a mini SIM card (2FF), open a mobile browser, and navigate to a webpage, like lenze.digital. If you are unable to open the webpage, contact the provider directly or check the provider’s online portal.
Click here to return to the cellular overview.
(ACT) Blinking red 3 pulses
Description
There is a LAN/WAN conflict in the router settings. In other words, the LAN (machine network) IP range and WAN (corporate network) IP range are the same or IP-technically considered to be a part of one another. This means the x500 cannot differentiate between the two and cannot reliably determine which way is “the internet”.
Examples of a LAN/WAN conflict:
| WAN | LAN | Description |
|---|---|---|
IP range: 192.168.140.x Subnet mask: 255.255.255.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN = LAN : This is the most common LAN/WAN conflict. The IP range “192.168.140” of both networks conflict with one another. The x500 cannot distinguish between the LAN and WAN network. |
IP range: 192.168.x.x Subnet mask: 255.255.0.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN > LAN : The LAN IP range (192.168.140.1 – 192.168.140.254) is considered a part of the WAN IP range (192.168.0.1 – 192.168.255.254). The x500 cannot determine whether “192.168.140.x” is a part of the LAN network or the WAN network. |
IP range: 192.168.140.x Subnet mask: 255.255.255.0 | IP range: 192.168.x.x Subnet mask: 255.255.0.0 | WAN < LAN : The WAN IP range (192.168.140.1 – 192.168.140.254) is considered a part of the LAN IP range (192.168.0.1 – 192.168.255.254). The x500 cannot determine whether “192.168.140.x” is a part of the WAN network or the LAN network. |
Examples of correct configurations:
| WAN | LAN | Description |
|---|---|---|
IP range: 192.168.90.x Subnet mask: 255.255.255.0 | IP range: 192.168.140.x Subnet mask: 255.255.255.0 | WAN ≠ LAN : The WAN IP range (192.168.90.1 – 192.168.90.254) is different from the LAN IP range (192.168.140.1 – 192.168.140.254). There is no overlap, there is no conflict. |
IP range: 192.168.x.x Subnet mask: 255.255.0.0 | IP range: 172.16.x.x Subnet mask: 255.255.0.0 | WAN ≠ LAN : The WAN network (192.168.0.1 – 192.168.255.254) is different from the WAN IP range (172.16.0.1 – 172.16.255.254). There is no overlap, there is no conflict. |
Solutions
Since the x500’s WAN will automatically receive a “public” IP address from the provider, this means that you also chose a “public” IP address for the x500’s LAN, instead of a “private” IP address. The solution is:
Tip!It is strongly advised to choose an uncommon IP range for your machine network. For example 192.168.187.x, with subnet mask 255.255.255.0. This reduces the chance of there ever being a LAN/WAN conflict. For available IP ranges, search online for "private IP range".
- Change the x500’s LAN IP range by creating a new configuration file with the same WAN settings, but a private LAN IP range. For available IP ranges, search online for “private IP range”. Note that you will also have to change the IP range on your connected hardware, like the PLC.
Click here to return to the WiFi overview.
(ACT) blinking red 4 pulses
Description
The x500 was removed from X4 Remote.
Solution
The x500 needs to be registered again without rebooting the router. If the USB flash drive with the configuration file is still in the x500, simply take out the USB flash drive and insert it again, without rebooting the router. If you do reboot the x500, wait for the ACT LED to start blinking red 4 pulses again and then insert the USB flash drive with the configuration file.
Click here to return to the cellular overview.
(ACT) Blinking red 5 pulses
Description
The x500 is trying to register itself in an X4 Remote company, but there is still an old registration from the x500 listed in that X4 Remote company. This situation usually happens when someone has factory reset the x500 and immediately tries to register it again.
Solutions
There are two solutions to this situation that you can choose from. If you want to re-use the settings from the old X4 Remote registration:
- Turn on “Recover upon next registration“.
- Do NOT reboot the x500. If you do, wait for the ACT LED to start blinking red 5 pulses again before continuing.
- Take out the USB flash drive and plug it back in.
If you do NOT want to re-use the settings from the old X4 Remote registration:
- Remove the device from X4 Remote.
- Do NOT reboot the x500. If you do, wait for the ACT LED to start blinking red 5 pulses again before continuing.
- Take out the USB flash drive and plug it back in.
Click here to return to the cellular overview.
(ACT) Blinking blue 1 pulse
Description
The x500 is connecting to the X4 Cloud.
Solution
If you keep seeing this LED status it means that the x500 is unable to reach the X4 Cloud. Make sure that the SIM card is activated and has data available:
- Contact the provider directly or check the provider’s online portal, if available.
Additionally, we recommend testing the SIM card to be completely sure:
- Insert the SIM card in a mobile phone that accepts a mini SIM card (2FF), open a mobile browser, and navigate to a webpage, like lenze.digital. If you are unable to open the webpage, contact the provider directly or check the provider’s online portal.
Click here to return to the cellular overview.
(ACT) Blinking blue 2 pulses
Description
The x500 is initiating a VPN connection to the closest VPN server.
Solution
If you keep seeing this LED status it means that the x500 is unable to establish the VPN connection. Make sure that you:
- turn on stealth mode, if applicable.
Click here to return to the cellular overview.
(ACT) Constant blue
Description
The x500 has an active VPN connection to the X4 Cloud.
Solution
If you see the x500 listed in your X4 Cloud company, but it doesn’t have an active VPN connection:
- Hard refresh the webpage (CTRL+F5 for Windows users).
If you do not see the x500 listed in your X4 Remote company:
- Check if you are currently looking in the right company. You can switch company by opening the account menu in the top right corner and selecting [Switch company].
- Check with the person who invited you to see if you have access to this x500.
If the above is correct, but you still don’t see the x500, then it may have previously been registered in a different company.
- If you wish to save its previous configuration, you can transfer the x500.
- If you do NOT wish to save its previous configuration, you can factory reset the x500 and then register it again.
Click here to return to the cellular overview.