Use remote assistance

When you have a question or a problem you can use remote assistance. The Service organization or the support helpdesk can provide support via a remote connection.

Remote assistance can be used for all kind of questions you have. The Service organization cannot access or retrieve job or account information via the remote connection. The following information can be accessed via remote assistance:

• Meter readings

• Service diagnostics data

• Remote connection status

The remote assistance session is active when you confirm the assistance request and as long as the session time has not expired.

To use remote assistance, the system administrator must first enable the remote connection setting with a [System configuration] setting on the control panel.

Remote assistance

Define the remote assistance session timeout

You can only define the session timeout when there is no active remote assistance session.

1. Press [System].

2. Press [Maintenance].

3. Define the timeout in the [Remote assistance session timeout [hours]] field. The default value is 72 hours. The range is 1 - 168 hours.

Start a remote assistance session

When a remote assistance session is initiated, you can establish the remote assistance connection.

1. Touch [Allow remote assistance].

2. The setting [End time of remote assistance session] shows when the session will end.