These advanced support articles are to be followed and attempted only if instructed by our support staff.

Attempting to perform these operations without the assistance of our support staff will lead to an unusable device, that will not be able to connect or stream to GPX Stream servers until an intervention from our support staff

This article will go through the required steps to disconnect your SMX encoder from GPX Stream servers and reconnect it.

This may be required if your device loses connection to our servers and is unable to reconnect automatically, or if the credentials expire after multiple months of a system being offline.

If instructed by our support team only, follow the steps below to restore your connection.

1. Power on your device & confirm internet connection

2. Generate a new authorization code

3. Send code to support

This article is available as a video guide by clicking here or at the bottom of this page.

Before attempting this operation, make sure you received instructions from our support team to do so.
Certain steps can only be done by GPX Stream, and require a support agent in charge of the support ticket.

Before you begin, ensure your SMX encoder is powered up, with the modem connected.
This operation requires a valid and active SIM card with an active data plan.

The display on the device must also show the following icon in the top left corner.

Please note this is a static icon, it is either on or off to show if the video encoder has an internet connection. It does not indicate the actual signal strength

This icon appears when a modem is connected to the SMX encoder and has successfully connected to a wireless network.
However, it is not a full-proof method of determining if the SIM card has an active data plan.

Any valid SIM card, whether on an active wireless plan or not, will connect to its assigned network, and display the symbol above.
For this process to succeed, however, the SIM card must have an active data plan through your service provider, and this plan must allow for hotspot data.

Attempting to generate a new code without an active internet connection will fail.

Please see our other support articles if you need assistance making sure your SIM card is correctly installed, APN settings are correct, and your Node modem correctly plugged in.

Once Step 1 is completed, use the black joystick on the right side of your device to navigate the menus as per the instructions below:

1. Scroll down 6 times on the joystick until "Cloud: Core" is shown on the top line

2. Press and hold on the joystick for about 4 seconds

If the device has an active internet connection, the screen on the device will now show:

Code is #####
Go to corecloud.tv

[EXIT]

If the screen displays an error message with "Account limit reached", please be advised this error message is inaccurate. There is no account limit, this only means the device is not connected to the internet.

Before further diagnosis, the connection issue will have to be resolved through one of the following options:

• Connect the modem to a Windows computer, while disabling all other internet connections (Wi-Fi, Ethernet,...), and attempt to establish a connection through the modem. (Further assistance on this point is beyond the scope of GPX Stream support, but information can be found online)

• Try with a different, known-good SIM card inserted in the modem

• Swap the modem with another, known-good modem and SIM card.

When the authorization code appears on screen, please communicate it to your support agent and keep your device powered until further notice. Do not change screens or press Exit.

The support agent will use the code provided to reconnect your device to GPX Stream servers.

With your device reconnected to our servers, our support agent will verify that all settings are correct, and that your device is configured on the correct server.

Upon completion, the support agent will advise that power can be turned off to the system.

DO NOT TURN OFF POWER UNTIL ADVISED TO DO SO BY YOUR SUPPORT AGENT.