MX Cloud Help and Support

Find answers to the most common frequently asked questions for MX Cloud.

Didn’t find an answer to your question? Use the live chat in the bottom-right or provide feedback using the button below—we’ll get back to you as soon as we can and will add your question to the list below.

What’s New! – version 1.5.0 released July 2024. See Release Notes.

MX Cloud Release Notes

Release Notes
Version Release Date Notes
1.0.0 May 2023 Initial release
1.0.43 June 2023 General improvements and fixes
Event Log entries extended to 45 days for MX Plus/Pro
1.2.0 September 2023 General improvements and fixes
Added scheduling function for R829-MX
1.3.9 December 2023 General improvements and fixes
Improved loading performance
Improved automatic sorting of systems
Improved Scheduling
Added subscription expiring notifications and report for Admins
Added bulk add/remove systems from a schedule
Added two factor authentication (2FA) option
1.4.0 March 2024 General improvements and fixes
Improved map UI
Added Trigger with Notification flash pattern for WWD-MX
Added notification options for Trigger with Notification alerts
Added ability to silence alerts for individual systems
Added ability to download Event Log history for all systems on account with MX Plus/Pro subscriptions
1.5.0 July 2024 General improvements and fixes
Added support for CHEVRON-MX
Added 5-year data export for MX Pro systems
Added sharing/copying exceptions across multiple schedules
Changed flash duration to one second increments
Added “next events” popup on Dashboard for scheduled systems
Added support for “notes” on system details page

Videos

Frequently Asked Questions (FAQ)

Subscription Management

Are subscriptions automatically applied to each MX power module when shipped?
All MX power modules ship with three years of included MX Lite and is automatically applied to each individual power module from Carmanah.
Any additional subscription that is ordered will be handled in the following manner:
  • If an equal quantity of MX Plus or MX Pro subscriptions and power modules are ordered, they are automatically applied on top of the included MX Lite subscription.
  • If a mixture of MX Plus and MX Pro subscriptions are ordered, regardless if equal to the amount of power modules ordered, they are not automatically applied and will be added to the requested account as unassigned subscriptions.
  • If the quantity of subscriptions and power modules are not equal they are not automatically applied and will be added to the requested account as unassigned subscriptions.
As a distributor you may need to transfer the respective subscription(s) along with the system ownership to your customer.
As a customer you may need to apply the respective subscription(s) to each applicable system after it is installed and commissioned.
How do I manage my MX Cloud subscriptions?
  • Navigate to the Subscriptions screen.
  • All systems in your account will be shown with their current subscription tier and expiry date.
  • Unassigned subscriptions will be displayed in the upper right corner.
  • To apply a new subscription click on Add Subscription for the applicable system.
  • Choose the unassigned subscription to be applied.
Only two total subscriptions may be applied to any given system at a time. For example, MX Lite (3 years) and MX Pro (1 year).
To purchase additional subscriptions, please contact Carmanah here.
How do I receive automatic renewal reminders?
Account administrators are automatically opted into subscription reports. This function can be found under your user profile settings. Other users will not have access to this feature. An email will be sent each quarter with the following:
  • Subscriptions expiring in the next 90 days
  • Active subscriptions not expiring soon
  • Expired subscriptions
Subscription Report Example
How do I renew my system's MX Cloud subscription?
Renewals can be performed by users with MX Admin or MX Operator roles. The Subscriptions screen will show all unassigned subscriptions for the account. If new subscriptions are required see the information on the page in MX Cloud or contact Carmanah below.
  • Navigate to the Subscriptions screen.
  • Find the system you wish to add an unassigned subscription to.
  • Click on Add Subscription.
  • Choose the appropriate subscription and length from the list.
  • A popup will display the existing subscription information and the proposed change.
  • Click Confirm Update to add the subscription. The system will now reflect the new information.
  • The available subscription inventory will adjust accordingly.
To purchase subscriptions, please contact Carmanah here.
If your subscription has lapsed and expired for an extended period of time the SIM card may become inactive and will no longer function. Contact Carmanah to order a new SIM card along with your subscription renewal.
MX Cloud Subscriptions Interface
How do I transfer an existing MX Plus/Pro subscription from a system taken out of service to a new one?
If you have a system that was removed out of service, such as for a knockdown replacement, and you would like to transfer an existing subscription that has not expired on it, you will need to contact Carmanah to have this done.
Please see the link below to send us a request for subscription transfer, including the original power module serial number and replacement serial number. By doing so we can also remove the system taken out of service from your account.
How do I transfer subscription ownership from one account to another in MX Cloud?
Unused MX subscriptions can only reside in one account at a time. If you need to transfer ownership of a subscription from your account to another account, you will need to be an MX Admin transferring to another MX Admin or MX Operator.
  • Navigate to the Subscriptions screen.
  • Click on Transfer Subscription. A popup will display the subscriptions available for transfer.
  • Select the subscription, length, and quantity you wish to transfer.
  • Enter the email address of the MX Admin on the other account that will receive this transfer.
  • The subscription will leave your inventory immediately. The MX Admin of the receiving MX Cloud account will receive an email to accept this transfer. If they do not accept the transfer within five days, the subscription will revert back to the original account.
MX Subscription Transfer Process
How many subscriptions can I apply to each system in MX Cloud?
Each MX system can support up to a total of two subscriptions assigned to it:
  • MX Lite – included with every system for three years
  • MX Plus or MX Pro – added functionality and features
Once a system has a total of two subscriptions you will not be able to add another and the button will become inactive.
See below for the most common examples of applying a second subscription on top of an existing subscription.
Subscription 1
Subscription 2
Reason
MX Lite
MX Lite
Extending subscription length
MX Lite
MX Plus
Upgrading to MX Plus
MX Lite
MX Pro
Upgrading to MX Pro
MX Plus
MX Pro
Upgrading to MX Pro
MX Pro
MX Pro
Extending subscription length
If a system has two subscriptions applied and one expires the system will automatically revert to any valid subscription still applied to it (if applicable).

What happens when the subscription ends for my MX system?
All MX systems contain cellular connectivity within each system by default. This subscription, whether MX Lite or MX Plus/Pro, becomes active based on one of the following scenarios (whichever occurs first):
  • When the system is initially powered on; or
  • Six months after the date of shipment from Carmanah
Once the system ships from Carmanah will be able to see it remotely via MX Cloud. You will have access to view the status for each subscription within MX Cloud.
Once your subscription expires:
  • The system will turn grey within MX Cloud and no longer reports in.
  • You will no longer have access to view the data logged for the system.
  • The system will continue operating in the last mode it was in prior to when the subscription expired.
  • The MX Field App is available for local connectivity to your MX system.
You are able to apply any unassigned subscriptions you have in your account via the Subscriptions screen.
If your subscription has lapsed and expired for an extended period of the time the SIM card may become inactive and will no longer function. Contact Carmanah to order a new SIM card along with your subscription renewal.

When does the subscription start for my MX system?
All MX systems contain cellular connectivity within each system by default. This subscription becomes active based on one of the following scenarios (whichever occurs first):
  • When the system is initially powered on; or
  • Six months after the date of shipment from Carmanah
Once the system ships from Carmanah, you will be able to see it remotely via MX Cloud. You will have access to view the status for each subscription within MX Cloud as well.
If you plan to preassemble and test your system prior to going on site, please note that powering it on will activate the subscription if it is less than six months old from the date shipped by Carmanah.
Overview of MX Subscription Activation and Transfer

User Management

How do I invite users into my account in MX Cloud?
MX Admins for each account can invite additional users. To invite users as an administrator follow these steps:
  • Navigate to the Users screen. This will show all users currently invited into the account, their email, their role and last login.
  • Click on Invite User to Account.
  • Enter a valid email for the user you want to invite. Select the user’s role from the drop-down.
  • Click on Invite User to complete.
  • User must follow the instructions in the welcome email they receive to gain access to the account.
If you would like to remove anyone from the account click on the trash icon.
All user roles will be provided the digital keys to systems in the field for local connectivity via the MX Field App.

What is the Field Technician user role for MX Cloud?
The Field Technician role in MX Cloud is an excellent option for providing technician level access to systems in the field without having to go into the power module to pair. Field Technicians will automatically receive the digital key for all systems in the account when using the MX Field App, but they will not have any remote access to systems in MX Cloud.
When inviting a new user into your account simply choose the Field Technician role.

What are my first steps after logging into MX Cloud for the first time?
See the list below for recommended first steps after logging into MX Cloud for the first time:
  • Opt-in to notifications (Section 9)
  • Opt-in to two-factor authentication (Section 9)
  • Invite additional users as required, if an Administrator (Section 8)
  • Check System Management screen to see all systems currently in your acccount, if an Administrator (Section 7)
  • Check Subscription screen see current systems, their subscription expiry dates, and any subscriptions you have in inventory (Section 6)
  • Check dashboard to see active systems, their location, and their status
Refer to the MX Cloud guide for detailed information.

Programming and Scheduling

How do I build and apply a schedule in MX Cloud?
Remote scheduling requires a valid MX Pro subscription. A schedule can be built and sent to a system remotely from your mobile device or PC. Chrome or Safari are the recommended web browsers to use.
  • Navigate to the Schedules screen.
  • Click on Create Schedule to build your schedule. Refer to the MX Cloud guide found for full instructions.
  • Click on Create Exception to add any applicable exception dates.
  • Click on Asssign System to Schedule and choose all systems you wish to load with this schedule.
    • Only systems with MX Pro subscriptions will be displayed.
  • Navigate to the Dashboard screen.
  • Each system you applied the schedule to will now show it is in Schedule mode with the schedule name.
Once a schedule has at least one system assigned it may not be edited. To alter the schedule you must clone it, make changes, and then click Move All to the new schedule.

 

How do I remotely program my system in MX Cloud?
Remote programming requires a valid MX Plus or MX Pro subscription.
  • Navigate to the system you wish to program.
  • Click on Settings.
  • You will be provided with four categories of settings to change:
    • Operation – system operation; how and when the beacon will flash
    • Relay – overhead lighting parameters
    • Beacon Intensity – beacon output intensity settings
    • Local Access – restricting local access to only authorized MX Cloud users
  • Click on Edit for any category to make changes. Click Send to save changes. See the table below for further details.
Category
Reason to Change
Options
Operation¹
Convert to a different type of system.
  • Always On (24/7)
  • Always Off
  • Dusk-to-Dawn (night only continuous flashing)
  • Trigger/Standby (crosswalk)
  • Trigger with Notification (wrong-way or external sensor)
  • Schedule (school zone)
Relay
Change when the overhead lighting fixture comes on after the beacon has been triggered. Can also add an extension onto this to run the light after the beacon is done flashing.
  • Activated Day and Night²
  • Activated Night only
Beacon Intensity³
Manually assign daytime and nighttime intensity values.
  • Auto
  • Manual
Local Access
Enable or disable Local Access.
  • Enabled
  • Disabled
¹Systems are typically fully commissioned and programmed when on site using the MX Field App. Only change settings if you are sure the system requires adjusting.
²Only set to Activated Day and Night if you have an AC powered system. Solar systems may not be sustainable to run the overhead lighting fixture during the daytime as well.
³It is recommended to leave Beacon Intensity in Auto for best performance. Changing to Manual is typically only needed if you want to fine tune the nighttime intensity differently than the default settings. RRFBs are restricted from having it’s daytime intensity manually changed.
⁴Mode is only available by assigning the system to a schedule. System will automatically be set to Schedule mode.

Alerts

How can I get an alert each time my MX system was triggered by an external sensor?
Starting in 2024 Q1, MX Cloud supports the Trigger with Notification operation mode. This mode is used in wrong-way or external sensor applications to receive an email and/or SMS alert each time the system is activated. This requires the following:
  • MX system with LED sign or beacon
  • Active MX Plus or MX Pro subscription
  • MX Cloud alert notifications set as per desired (email and/or SMS)
  • System operation mode set to Trigger with Notification
Ensure you have opted-in to the “Triggers” notifications under your user profile. Do not use this mode for crosswalk or other applications with high volume daily activations

 

How do I set up alerts in MX Cloud?
Each user within MX Cloud, aside from MX Field Technician, is able to tailor their preferences for MX Cloud alerts. This process is self-serve via the Profile menu.
  • Click on your name in the upper right hand corner.
  • Click on Profile.
  • Fill out your your mobile phone number if you wish to receive SMS alerts.
  • Adjust the types of alerts as per the table below.
    • Triggers – for when the system has been triggered, primarily for wrong-way or external sensor applicaitons (Trigger with Notification mode only)
    • Warnings – for abnormal system conditions
    • Critical Alerts – for critical system conditions where the system has stopped functioning
    • SMS – will send to the number shown on the page.
    • Email – will send to the email as shown on the page, tied to your account email.
    • Subscription Reports – will send a report for upcoming expiring subscriptions (for Admins only)
  • Click Submit once complete.
It is recommended to enable Critical Alerts at a minimum.

 

Sample Email
Sample SMS

 

What are the different MX Cloud alerts I can receive?
The chart below shows the different alerts that are transmitted via MX Cloud. Alerts require an active MX subscription plan for your system.
Knockdown alerts require an MX Plus or MX Pro subscription.

 

Alert Name
Description
Notes
24 Hour No Charging
System has not been able to charge for 24 hours or more.
Ensure solar panel is wired correctly and has good exposure to sunlight.
Check solar panel voltage.
Accelerometer
Error communicating with power module.
Power cycle to clear fault.
Contact Carmanah if not rectified.
Cellular Communication
Cellular modem not communicating.
Power cycle to clear fault.
Contact Carmanah if not rectified.
Coulomb Counter
Error communicating with integrated circuit.
Power cycle to clear fault.
Contact Carmanah if not rectified.
Door Open
Cabinet door has been opened.
Door was left open.
Door alarm was enabled in MX Field App when system does not have door switch.
Door switch was not installed correctly in MX 400 cabinet.
Excess Current Draw
Overcurrent or short circuit detected. Flashers may not be operating as intended.
Check all wiring at flasher module(s). Power cycle to clear fault.
Contact Carmanah if not rectified.
Flasher Not Operating
One of the flasher modules reported LED open or short circuit.
Check for open or short circuit with wiring.
Flasher Removed
A flasher module has been removed from the system and is no longer available.
Power cycle to clear the fault and ensure list of flasher modules shows correct in MX Field App.
High Temperature
Temperature on one of the modules reached 140 °F or higher.
If ambient temperature is not  120+ °F  then there could be a PCBA short.
Knockdown
System has detected a knockdown due to system orientation.
Investigate system for damage.
Large File Storage (LFS) Memory
High storage usage.
Contact Carmanah.
Voltage Trending Low
System voltage is trending low (11.9 V or lower) and system may not be operating as intended.
If solar, check PV connections and charging. Check for local shading on site.
Low Battery
System voltage is very low (11.2 V or lower).
If solar, check PV connections and charging. If AC, check power supply. Check for local shading on site.
Low Voltage Disconnect (LVD)
System is low voltage disconnect. Battery is 11.7 V or lower.
If solar, check PV connections and charging. If AC, check power supply. Check for local shading on site.
No Battery
System voltage is below 9 V or battery disconnected.
If solar, check PV connections and charging. If AC, check power supply. Check for local shading on site.
Relay Excess Current Draw
Overcurrent or short circuit detected on relay. Overhead light may not be operating as intended.
Check third party component connected to relay output for power draw (> 6.25 A).
Power cycle to clear fault.
Contact Carmanah if not rectified.
Status Line
A flasher module has not received an update on the STAT line for 10 minutes or longer.
Check the STAT wire on the power and flasher module(s).
Sync Line Shorted
Sync line shorted to power or ground.
Check wiring and power cycle.
Schedule Fault
Internal schedule fault. System will not run the programmed schedule.
Contact Carmanah.
Invalid Schedule Settings
Invalid schedule settings. System will not run the programmed schedule.
Contact Carmanah.
System Was Triggered
System was triggered and the system is set to Trigger with Notification
Intended for wrong-way driver or external sensor applications.
Internal Memory Corruption
System external memory has become corrupt and will attempt to recover.
System should self-recover.
External Memory Corruption
System internal memory has become corrupt and will attempt to recover.
System should self-recover.
Flasher Memory Corruption
Flasher module memory has become corrupt and will attempt to recover.
System should self-recover.
Why am I not receiving emails from MX Cloud?
Your email client may be blocking emails from MX Cloud. Please ensure you have white listed or added the following email address as a “safe sender”:
  • mxcloud@mxcloud.live

System Data

How is activation count calculated?
Refer to the list below based on our MX subscription level
  • MX Lite = one report per day
  • MX Plus = one report per day
  • MX Pro = one report every 15 minutes
Each system can display the previous day’s activation count, current day’s activation count and the average count over the last 30 days. This data is current as of when the system last reported in. To pull in the latest data, click on Refresh System Data.
Systems with MX Plus and MX Pro can view historical data for the system whereas systems with MX Lite only have data from the last report.
Activation count is collected between midnight to midnight for each day. Each time a pedestrian push button is pressed and the system’s beacons flash through its duration period, an activation is logged. For linked systems the activation count is a combination from all systems at the crossing. For example:
  • System A count = 5
  • System B count = 10
  • System C count = 15
Each system’s activation count will show 30. Activation count is calculated with the following formula:
  • total activation time / duration setting
For example:
  • Flash duration is set to 20 seconds
  • Button is pressed and flashes for 10 seconds, then pressed again
  • Beacons flash for another 10 seconds and button is pressed one more time
  • Total flash duration is 40 seconds
This results in an activation count of 2. For best accuracy it is recommended to manually link each crossing using the MX Field App – https://support.carmanah.com/article/428-mx-field-app-system-linking.
How do I manually refresh system data in MX Cloud?
MX systems will report in at different intervals based on which subscription it has. MX Cloud will show when the system last reported in and give you the ability to request the latest data using the Refresh Data button.
  • Navigate to the system you wish to view more information on.
  • In the upper right part of the screen, you will see when the system was last updated. If you require new data, click on Refresh Data.
  • MX Cloud will now pull in the latest data for the system. You may be required to refresh the page to show that the update was successful. This will also be tracked in the Event Log.
Subscription
Reporting Frequency
Manual Refreshes
MX Lite
Daily
30 per month/per system
MX Plus
Daily
Unlimited
MX Pro
Every 15 minutes
Unlimited
Screenshot showing the Refresh Data button in MX Cloud
How do I manually refresh system GPS location in MX Cloud?
When required, manually refresh the GPS location the Refresh System GPS button. This is useful if the system has been moved or the GPS location is incorrect. This will request new a new GPS fix from the system.
What are the different System Information parameters for my system?
MX power and flasher modules will display additional information in MX Cloud. As a system, there is also an overview of information.
  • Navigate to the system you wish to see more information on.
  • Click on System Information to bring up more information at the system level.
  • Click on a power module or flasher module to see specific information for each item.

Parameter
Description
Account Name
Unique name for your account
Channel
Radio channel assigned to the power module
Firmware Part Number
Module circuit board firmware part number
Warranty Start Date
Start date of warranty of module
Warranty End Date
End date of warranty of module
 
System Information Example
System Information Screenshot
Power Module Example
Power Module Details Screenshot
Flasher Module Example
Flasher Module Details Screenshot
What does the Cellular Signal Strength value mean for my MX system in MX Cloud?
In MX Cloud, you can view the cellular signal strength for your system.
  • Navigate to the system you wish to see more information on.
  • Click on Charts to bring up performance data.
  • Locate Cellular Signal Strength and Cellular Signal to Noise Ratio.
    • Cellular Signal Strength = Reference Signal Received Power (RSRP); bandwidth available based on signal strength.
    • Cellular Signal to Noise Ratio = Signal to Interference plus Noise (SINR); strength of signal.

MX Cloud Data Visualization

Cellular Signal Strength (RSRP)
Value Description
> -80 dBm Excellent
-80 to -90 dBm Good
-90 to -100 dBm Fair to Poor
< -100 dBm No Signal
Cellular Signal to Noise Ratio (SINR)
Value Description
>20 dB Excellent
13 to 20 dB Good
0 to 13 dB Fair to Poor
< 0 dB No Signal
Why is the activation count for all systems at a crosswalk not the same?
Below are the reasons why you may see a discrepancy in the data shown for activation count (yesterday, today, 30 day average):
  • Last update – system(s) have not reported in their most recent data. Click Refresh System Data as required to pull in the latest data.
  • First activation date – one or more systems was put into service before others.
  • Testing – one or more systems were tested and have individual activations on its own prior to deploying.
  • Linking – systems are not manually linked together and are on “default RRFB network parameters”. We strongly recommend manually linking all crosswalk systems. For the linking procedure please see our article here – https://support.carmanah.com/article/428-mx-field-app-system-linking.
Refer to How is activation count calculated for more information in the MX Cloud FAQ.

Graph showing activation count discrepancies

Warranty/RMA

What is the warranty for my MX system?
The warranty for your MX system will start six months from the date of shipment or on first power up, whichever occurs first. If you plan on powering up the system prior to installing in the field, note that it will kickstart the warranty and subscription for your system.
The warranty for your MX system is:
  • 3 years product, 1 year battery
Refer to the System Information tab on the system’s page to view the warranty for its power module and flasher module(s).

Visual Guide to MX System Warranty Periods

How does my warranty and subscription work with a warranty replacement power module PCBA?
When Carmanah processes a warranty for your power module PCBA, the following will occur:
  • Remaining warranty will automatically transfer to the new power module PCBA
  • Remaining subscription(s) will automatically transfer to the new power module PCBA
  • System will be removed from your MX Cloud account and replaced once the new power module PCBA is installed
How does my warranty and subscription work with a warranty replacement flasher module?
When Carmanah processes a warranty for your flasher module PCBA the following will occur:
  • Remaining warranty will automatically transfer to the new flasher module PCBA
  • Original flasher module should be manually removed from MX Cloud
For more information on removing a flasher module that has been taken out of service, see How do I remove a flasher module that has been moved or taken out of service?
How do I build and apply a schedule in MX Cloud?
How do I invite users into my account within MX Cloud?
How do I manually refresh the system data in MX Cloud?
How do I remotely program my system in MX Cloud
How do I renew my system's MX Cloud subscription?
How many subscriptions can I apply to each system in MX Cloud?