Steps to follow to by the Support team to provide remote support to customers for essentials based instruments Follow

HunterLab Technical Support team provides remote support to HunterLab customers by connecting to the end-user instrument and troubleshoot their technical issues. Technical Support agents need to adhere to the remote support policies to have a successful remote session.

When a HunterLab customer requests a remote support session and they don’t have the Host tool installed on their instruments, the technical support agent needs to do the following:

• Step1: Sends an e-mail that asks the customer to register by creating a Support Request in the support site and select: "I need 'RAS Registration'"
• Step2: Once the instrument is registered and verified, another e-mail is sent to the customer that contains the .apk file and the installation guide for the Remote Access Support - host tool.
• Step3: When the host tool is successfully installed in the customer's instrument, it is important to remind the customer of the following instructions before you start a remote session:    

1. Connect the instrument to the Ethernet.
2. Make sure that the instrument generates an IP address.
3. Restart RAS by following the instruction in this link: https://support.hunterlab.com/hc/en-us/articles/115005892646-How-to-Restart-the-Remote-Access-Support-RAS-
4. Ensure that Netop displays the message “Webconnect ‘hunterlabs’ Online.”
5. HunterLab support agent can now securely remote to the customer's instrument.

Note: If Netop doesn't display the message “Webconnect ‘hunterlabs’ Online.” The technical support agent needs to check if the customer has a security policy configured within their network.