Remote Access Webinar FAQs – Comprehensive Answers

All questions and answers from our webinar series How To Get Most Out of Remote Access are gathered here. If you missed the live session, watch the on‑demand recordings in multiple languages.

IXON Cloud & White Labelling

What does white labeling cost? Is it possible to order white label routers one at a time?

White‑labeling is available as a one‑time purchase. Individual IXrouters can be ordered on demand, while front‑foil branding is sold in batches of 250 units. For a full list of features and add‑ons, see our pricing page.

Premium company account branding – custom URL, branded emails, support information (one‑time purchase)
Mobile application – one‑time purchase plus annual maintenance fee
IXrouter with branded front‑foil – one‑time purchase per 250 pieces

Does the custom URL for white labelling link to your servers?

Yes. Point a DNS CNAME record to IXON’s infrastructure and we host the platform for you.

How long is your cloud free to use? What are the paid services?

The IXON Cloud portal is free for unlimited users. We do not use a per‑user license model. Paid services include add‑ons such as advanced analytics, additional storage, and the Cloud Notify licence.

Which cloud environment is used?

Our cloud is fully managed by IXON and runs on Digital Ocean, Vultr and Upcloud servers strategically located around the globe.

How do I manage user access to devices in the network?

By default, traffic from the IXrouter’s LAN side cannot reach the corporate network. This can be enabled if a PLC on the router’s LAN needs to communicate with the company network.

Is support provided in languages other than English?

Currently, support is available in English and Dutch, with German coming soon.

Can we use device templates? How does it work?

After configuring a device, click Edit → Save as template. Later, select Load from template on a new device to copy the configuration.

Remote Access

How do I remote‑access a Siemens HMI panel?

Siemens panels require a SmartServer licence (included with Comfort and higher ranges). A VNC server must run on the HMI – most panels ship with one built‑in; otherwise install free options such as RealVNC or TightVNC.

Can I view other HMI pages remotely?

Any VNC or HTTP service connected to the IXrouter or IXagent can be linked to IXON Cloud. User permissions control who can access each service.

Is remote access to a PC possible?

Install a VNC server (e.g., TightVNC) on the PC, connect it to the IXrouter, and use the IXON VNC service.

Can I view two screens side‑by‑side?

Generic VNC will mirror whatever the server provides. Most VNC servers let you select a single screen in their settings, but IXON does not yet support dual‑screen layouts. This is a noted feature request.

My mobile app shows devices but no VPN button – why?

VPN access is enabled per user. If the button is missing, the account likely lacks VPN permissions.

Can I add an ABB robot control panel?

If the ABB panel exposes VNC or a web interface, it can be accessed via IXON Cloud.

Does the HTTP service work with Priva BMS?

Yes – you can connect to Priva’s TC Webvision via HTTP or use VNC for other devices such as the SX100.

Connectivity

Can I connect USB devices to the IXrouter?

The USB port is only for initial setup and cannot be used for external peripherals.

Does the IXrouter work in China and Russia?

Yes. We previously offered region‑specific variants, now unified into the 4G‑global model. View all models here.

Can I update Siemens PLCs in China from outside?

Use our Stealth mode to mask VPN traffic as normal internet, bypassing local restrictions.

How do I change the SIM card to a fixed‑IP M2M card?

Create a new SIM configuration file in the service portal, power‑cycle the router, and the file will be applied automatically.
Alternatively, edit the WAN settings in the portal, push the new configuration, and power‑cycle the router to apply.

Why did I lose the IXagent after a firmware update?

Back up /etc/ixon/ixagent.conf before updating. Restore it afterward and skip re‑registration. See WAGO IXagent support.

Do I need a VPN to access remote machines?

Our security whitepaper details all measures. If you prefer, use a 4G router with a SIM card to avoid corporate VPNs.

Can I use B&R or Rockwell PLCs?

Yes – any PLC with an Ethernet port is supported.

Can I run my own software on the IXrouter?

Not directly. IXrouter is a dedicated edge device. However, you can install custom software on a connected mini‑PC alongside an IXagent.

Can GSM act as a fallback if Ethernet or Wi‑Fi fails?

Configure wired, 4G/LTE, or Wi‑Fi as primary and fallbacks. The IXrouter will automatically switch to the next available link.

Can I link different routers over VPN?

Yes, via our M2M Cloud Cluster solution.

Is there a starter kit?

Request a free starter kit featuring the latest IXrouter.

Can I connect serial devices?

No – only Ethernet is supported. The IXrouter offers four ports; adding a switch extends capacity up to 255 devices. No limits on the cloud account.

What if two technicians log in simultaneously?

Concurrent access is allowed; no priority is enforced.

Security

Can the end customer manage the firewall?

The IXrouter’s firewall is pre‑configured to isolate machine traffic from the corporate network. Manual changes are not permitted to avoid misconfiguration.

Can I disable VPN access with a switch?

Yes – a digital input on the IXrouter can be wired to a local switch that toggles VPN connectivity.

Which ports are open by default?

All LAN‑to‑WAN traffic is blocked by default. You can selectively open corporate network access or internet access.

Can a virus spread through an active VPN?

Like any network link, VPN does not protect against malware. Install antivirus on all connected machines and follow best security practices.

Is two‑factor authentication available?

Yes. Enable it in your profile settings under Login and security and follow the prompts using Authy, Google Authenticator, or LastPass.

How do I convince IT departments?

We provide security documentation, a whitepaper, and best‑practice guides. The digital input switch also allows local teams to disable remote access when desired.

What certifications does IXON hold?

IXON meets EN 62443‑3, CSA (Canada), and maintains an ISO 27001‑certified Information Security Management System.

Data Features

Can customers view dashboards?

Invite users to the device and they can view dashboards. We are expanding role‑based permissions so that future releases will allow selective dashboard access.

Is Ethernet‑IP supported?

Yes, along with OPC‑UA, Modbus TCP, Siemens S7, and BACnet.

Do I need a Cloud Notify licence for offline alerts?

Yes. It is a one‑time purchase per device and enables alarms when a machine goes offline.

Is there a demo of the reporting tool?

Sign up for our Free Product Tour to explore example dashboards. Advanced dashboards can be built via the API for BI tools like Tableau, Power BI, or QlikView.

What is the minimum sampling rate?

The smallest logging package is 1,000 data points per hour. A single variable logged every minute consumes 60 points. The IXrouter synchronises time via NTP and supports a sampling rate of <5 ms.

How does IXON communicate with Siemens S7?

It uses Siemens’ proprietary S7 protocol (over Profinet or Ethernet‑IP, depending on the device).

Is data stored in the cloud? Any limits?

All logged data is securely stored on our cloud servers with no storage limits. You retain ownership of the data.

Which cloud providers do you use?

Digital Ocean, Vultr, and Upcloud form the backbone of our managed environment.

Can I export data for my own reporting?

Yes. Dashboards can be exported as CSV, or you can pull data via our REST API for use in external BI tools.

API & Integrations

What protocols does the API support?

IXON Cloud offers a REST API and Webhooks for seamless integration.

Can I use the API outside of Cloud Logging?

Absolutely – the API covers VPN, user management, device configuration, and more. See our Developer portal for details.