MX Cloud Help and Support

• 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.

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

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.

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.

• Contact Carmanah

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.

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.

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).

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 gray 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.

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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

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?