How do I troubleshoot a Digi TX64 that will not connect to the cellular network?

Question

My TX64 is not connecting. How can I troubleshoot this issue?

Answer

If your Digi TX64 will not establish a cellular connection, work through these six steps in order. Most “won’t connect” cases come down to the SIM, the APN, or the antennas, so confirm those first before reconfiguring or resetting the device.

1. Confirm the SIM is active. Verify with your carrier that the SIM is provisioned and active on an appropriate data plan (for a 5G connection the SIM must be provisioned for 5G). Have the SIM’s ICCID ready — it is the unique serial number printed on the SIM — so the carrier can confirm the account and that the SIM is enabled.

2. Get the correct APN. Ask your carrier for the Access Point Name (APN) for the SIM. The TX64 tries a built-in APN list automatically and usually connects without manual APN entry, but a private or custom SIM often requires the specific APN the carrier provides.

3. Check the antennas. Make sure every WWAN antenna is attached and firmly hand-tightened to its connector (WWAN1–WWAN4). A loose or missing antenna is a common cause of poor or no service. If signal is still weak, try relocating the device or a different antenna set.

4. Update the firmware. Update the TX64 to the latest DAL OS firmware, ideally through Digi Remote Manager. Several releases contain carrier and modem connectivity fixes, so running current firmware resolves many connection problems.

5. Factory reset and set the APN manually. If it still will not connect, perform a factory reset, then log in to the local Web UI at https://192.168.210.1 (this Setup IP has no DHCP server, so give your PC a static address such as 192.168.210.2; the default admin password is the unique password on the device label, which the reset restores). Go to Network > Interfaces > WWAN for the modem in use (the TX64 has two, WWAN1 and WWAN2), open Modem > APN Selection, choose a custom APN list, and enter the APN from step 2. Apply the change and watch for the connection to come up.

6. Collect a support report. If the issue is still unresolved, download a support report from the device and submit it to Digi Technical Support so they can review the device state and logs.

Reference material

• Cellular modem APNs — set or configure a custom APN (TX64 User Guide)
  https://docsportal.digi.com/tx64_userguide/os/cell-set-apn-t.htm
• Tips for improving cellular signal strength (TX64 User Guide)
  https://docsportal.digi.com/tx64_userguide/os/cell-improve-signal-r.htm
• Install SIM cards — Digi TX64 (TX64 User Guide)
  https://docsportal.digi.com/tx64_userguide/device/transport/tx64/tx64-install-sim-cards-t.htm
• Update system firmware (TX64 User Guide)
  https://docsportal.digi.com/tx64_userguide/os/firmware-update-system-firmware-t.htm
• Trigger a factory reset using the RESET button (TX64 User Guide)
  https://docs.digi.com/resources/documentation/digidocs/90002348/device_reset/trigger_a_factory_reset_using_erase_reset_button.htm
• How to get the Support Report file from a DAL device (Digi Knowledge Base)
  https://www.digi.com/support/knowledge-base/how-to-get-the-support-report-file-from-a-dal-devi