CX: no connection

This article helps you resolve issues when the CX gateway has no connection or poor reception.
It focuses on the most common cause: incorrect installation location.

In most cases, connection issues are not caused by the device itself, but by signal conditions at the installation site.

How to recognize a connection issue

You may be experiencing a connection issue if:

• No data is received in the platform

• Sensors do not appear online

• The bottom indicator LED is orange

• The device remains in startup or reconnecting state

Step 1: Check the installation location

The most common cause of connection issues is poor placement.

Key principles

• The CX should be installed as high as possible

• Avoid installation at eye level or indoors at low height

• The device needs a clear path to cellular towers

• Avoid placing the device behind:

  • thick walls

  • metal structures

  • technical rooms or basements

What to do

• Move the device to a higher position (e.g. roof level or top of a building)

• Place the device near a window or outside wall

• Ensure the front of the device is facing outward

Step 2: Avoid signal interference

Even if the device is powered and working, signal quality can still be too low.

Common issues

• Installed in direct sunlight → device may overheat and reduce performance

• Installed near metal surfaces → signal reflection or blocking

• Installed in enclosed spaces → weak or unstable signal

What to do

• Move the device to a shaded location (preferably north-facing)

• Keep distance from metal objects or cabinets

• Ensure at least 20 cm of free space around the device

Step 3: Check cellular coverage

If placement is correct but there is still no connection, check whether cellular coverage is available at the location.

You can use the following tools to identify nearby cellular towers:

• https://antennekaart.nl/

• https://www.cartoradio.fr/index.html#/cartographie/lonlat/4.576877/47.766565

• https://stralingsbewust.info/waar-staan-zendmasten/

• https://ltemap.eu/public/map.php#14/50.129203/8.6534070

What to look for

• Distance to the nearest cellular tower

• Direction of the tower relative to the installation

• Whether the area has weak or limited coverage

What to do

• Reposition the device so the front faces the nearest tower

• Move the device to a location with better line of sight

• Increase installation height if possible

Step 4: Reposition and test

After adjusting the installation:

1. Move the device to a better location

2. Wait a few minutes for the connection to stabilize

3. Check whether the indicator light changes (e.g. no longer orange)

4. Verify in the platform whether data starts coming in

Step 5: Restart the device

If the device still does not connect:

1. Disconnect the power supply

2. Wait a few seconds

3. Reconnect the power

4. Allow the device to restart and reconnect

Step 6: When to contact support

Contact technical support if:

• The device has been installed in a good location (high, open, correct orientation)

• Nearby cellular coverage has been verified

• Repositioning and restarting did not resolve the issue

• No data is received after multiple attempts

When contacting support, provide:

• Gateway serial number

• Installation location

• Description of the LED behavior

• (Optional) Photos or video of the installation

Summary

Connection issues with the CX are almost always related to installation conditions rather than the device itself.

To resolve most issues:

• Install the device as high as possible

• Avoid obstacles and enclosed spaces

• Ensure correct orientation towards cellular towers

• Use coverage maps to guide placement

A correct installation location is essential for reliable performance.