Remote Access Support

When the Boot Screen freezes you may see two possible screens. 

1) A blank HunterLab boot screen.  Or

2) a HunterLab boot screen with the message “6x_bootscript not found”.  In either case, it is telling us that boot process is not finding the boot script to load the Operating System and subsequently Essentials.

There are a number of possible reasons this could occur but the most likely are:

1. Defective mircoSD card
2. Software mismatch between SBC (Computer) hardware and Operating System version.

What to do?

First, makes sure that the microSD card is properly seated in the card socket.  Power system down and remove and replace microSD card.  Re-apply power.  If it still does not work, please check the following steps. 

If Android can boot up correctly with a SD card inside before, it means that the SD card gets corrupted by some reasons, like Vista is shut down suddenly when the system still have something running. Please contact support@hunterlab.com, provide us your instrument serial number and ship back the corrupted SD card to us. We can help you to recover the data from the corrupted SD card in our office and then send you a new SD card with the recovered data. We can also email you the recovered data, and then you can import all recovered jobs by Job menu/Data Management/Job/Import, or simply apply restore (Job menu/Data Management/Backup & Restore) to replace current Hunterlab folder in your new SD card with the recovered one.  

If android has never boot up successfully with the SD card inside before and shows "Bootscript not found" error, you probably have a wrong SD card version. Please contact support@hunterlab.com and provide your Vista serial number. We will send you the right version SD card. 

Can I update the microSD card in the field?

You can update the microSD card in the field but it will require that you get the proper OS build and Essentials software version.  You will also need a software tool to write the image to the microSD card.  Because the complete image is approximately 4GB, it is likely the file will be “zipped” to make it easier to transport.  Thus you will also need an “unzipping” tool to extract the compressed SD card image before writing it to the microSD card.

Here is a list of what you need:

• Correct OS Build and Essentials software version to match the serial number of the instrument. Contact https://support.hunterlab.com .
• File Extraction tool (unzip tool) Links: 7_Zip x64 or 7_Zip x32 (Download and Extract compressed files to your PC)
• MicroSD card imaging tool  Link: win32diskimager-1.0.0 (Download and Extract compressed files to your PC)
• MicroSD card 4GB or higher (Note: If microSD card has been previously used, it will need to be reformatted with all of the existing partitions removed, otherwise, the card cannot be written to. WARNING: If you are not familiar with disk partitioning, please consult qualified individual.  Selecting the wrong drive could wipe unintended drives.) Partition Tool Link: MiniTool Partition Wizard www.partitionwizard.com
• Windows-based PC SD/microSD card slot or compatible external SD card reader to run programs required to burn microSD card.

Getting Started:

1. Download the recommend software version from the HunterLab site (Location provided upon request).
2. Extract downloaded software to location that is accessible by the device that you will use to write the downloaded image to your microSD card.
3. Obtain a microSD card, 4GB minimum.  If the card has been previously formatted, you will need to format the card (FAT) and remove all partitions.  If you do not complete this step, the new image cannot be written. Use tool like MiniTool Partition Wizard (see above).  Repeat step 3, if card fails to format or partitions persist.
4. Write new image to microSD card using tool such as Win32 diskimager (see above).  Repeat step 4 if image write is not successful.  Replacement of microSD card may be necessary if write process repeatably fails. Once write is successful, insert card in instrument card socket. 
5. Power up system.

 For further assistance contact http://support.hunterlab.com

Remote Access Support (RAS)

Hunterlab Remote Access Support (RAS) provides secure access and remote support to essentials based instruments. Whether you need help learning how to maximize your instruments features, or you have a specific technical concern that needs immediate attention, or you just want to be sure that your instrument is performing as good as the day you receive it, HunterLab Remote Access Support (RAS) can help you achieve all of this and more remotely, securely, In real-time.

The service includes:

Demonstrating instrument features and functionality.

Helping you taking sample’s measurement.

Updating your system.

Assisting in printing jobs, importing and exporting jobs.

Recording steps demonstrated and providing them to you at your request.

Many small and large companies have strict policies about accessing their computers remotely. The risk of compromising the security of their digital and electronic asset prevents many managers to allow remote access to their machines. In HunterLab we understand and consider our customers' concerns in every decision we make. Therefore we choose a product that will help you achieve the best results in color measurements without compromising your data or the security aspects of your machines.

HunterLab Remote Access Support (RAS) is based on a secure Webconnect service from the company Netop. WebConnect communication is used to connect a Guest (HunterLab computer) to a Host (Essential-based instrument) across the internet where they are typically separated by firewalls and the IP address of the Host may be unknown. When using the WebConnect service users can remote control computers typically without having to configure any firewall, proxy or router. In addition, RAS has a multi-layered approach to remote access security:

• Securing the line:

When a connection is established between two computers, a network traffic goes between the two. Most organizations use a VPN that makes data in the network anonymous to network sniffers. Sometimes these companies need to adjust some rules in their VPN to allow access for remote support. With RAS customers don’t need to configure and maintain VPNs to support users outside of their network or to provide external access by consultants.

Securing the line involves also encryption. In RAS data are encrypted using 256-bit AES for data confidentiality, 256-bit SHA HMAC for data integrity and up to 2048-bit Diffie-Hellman for authenticity.(CIA approach is one of the basics and most important criteria that is taking in consideration in information security). This encryption is embedded in the Host tool installed in the customer’s instrument.

• Managing user access:

Remote control products are different in the way they manage user access. In RAS our customers can manage access to their instrument by modifying the “Guest Authentication Password” and by having full control on choosing whether to allow a guest to access their instrument or not.

Note: Our customer can change the Guest Authentication password if they choose too, but we will need to ask them for it every time we want to connect to their computer.

How does the authentication works? 

Initialization of communication with the instrument > establishing a connection with the instrument > connecting to the server > waiting for host acknowledgment > logging in using Netop authentication (here we type the password) > waiting for verification of the password.

Once the password is verified the customer receives a request to allow access to their instrument. If the customer doesn’t accept the request by clicking “allow Access” then there is no way for the HunterLab support team to connect remotely to their instrument.

• Managing user rights:

Once one of our support specialists connect to the instrument, the support agent has full control of the instrument. The instrument owner can meanwhile perform the task in their instrument and monitor the tasks that the support agent performs.

• Documenting what happened:

Documentation of the session is the last step of a solid secure remote-control system. With extensive logging and video recording for sessions, our customers can know exactly what happened during the session, and when. This way the customers ensure that their data was not compromised during the support session.

All HunterLab Essentials based instrument are backed by a warranty or a service agreement.

To benefit from 1 YEAR of free Remote Access Support, all our customers are required to register their instrument at the support site, by creating a Support Request and select: I need "RAS Registration"

When you register your instrument, you will benefit from the following

Quicker and more efficient support: When you call in for tech support or service, we’ll know immediately what your serial number is, warranty information, and other sometimes hard-to-find information. Reducing the time spent pinpointing your exact product and your warranty information gives us more time to do our best to resolve your problem.

Receive product support alerts: In case we recall one of our products or have a specific announcement for our customers, registered users have a better chance of learning of any issues and can quickly take advantage of the HunterLab offered solutions. Though we always try to reach all of our customers regarding recalls, warranty changes, and other information, we are more likely to reach you if we know that you own a specific product that we are addressing. At HunterLab we value our customers' time, which is why we will never flood your inbox with ads and junk e-mails.

Manufacturer and service warranty: Registering your product can help you get the most out of your warranty, especially if you use the product in another laboratory, or branch of your company. In addition, if something breaks or is recalled, the manufacturer already has all of your information and proof of purchase to send you a new product or fixes.

Remote Access Support from HunterLab – Remote. Secure. Real-Time.

Today’s fast-paced laboratory and production environments demand robust support solutions that maximize your instruments uptime and performance while minimizing your technicians learning curves. HunterLab Remote Access Support is a secure remote support solution designed to do both. Whether you need help learning how to maximize your instruments features, or you have a specific technical concern that needs immediate attention, you just want to be sure that your instrument is performing as well as the day you received it, HunterLab Remote Access Support can help you achieve all of this and more. Remotely. Securely. In real-time.

Using a secure remote connection to your Hunterlab instrument, and state of the art technology already built into your instrument, HunterLab support specialists can directly communicate with you and your instrument to achieve great results. 

• Advanced Communication: Achieving better results means having better communication. With the integrated chat feature, our experts can answer your support questions quickly while assisting you in performing specific instrument tasks in addition to demonstrating instrument features and functionality

• Simulated Collaboration: Sometimes situations require more than a simple ‘how to’ demonstration. In these cases, the file transfer feature enables HunterLab Support to transfer files to your instrument. This can include updating software and firmware or receiving performance data for analysis. In addition, this simulated collaboration allows an immediate corrective action to be taken when possible. Specific support recommendations can be made to determine if there is a need for onsite service or if it is necessary to return the instrument to the factory for service and repair.

• Detailed Report: During the support session, HunterLab Support can capture screenshots and videos of your instrument display in real-time, directly recording any steps that were demonstrated or performed, these can be provided them to you at your request so you will always have it as a reference for future use.

• Enhanced Security: With encryption capabilities embedded into it and the multifactor authentication, customers get the best support without compromising their security. Our remote support gives you the ability to get your activities done while maintaining compliance.

• Faster issue resolution: HunterLab Customers will be able to get real-time remote support, solving their firmware issues instantly without sending the instrument in for service. Customers will be able to get easy software updates, expert technical assistance and more.

• Reduced Maintenance cost: HunterLab Remote Access helps you reduce the maintenance costs related to your device by providing free support for the first year of your purchase.

How does Remote Access support work?

• The customer sends a support request on our website with the instruments serial number.
• A HunterLab support agent receives the request and sends another request to connect to the instrument.
• The customer accepts the request.
• The Technical Support agent connects to the Android system, addresses the problem, and end the session.

To learn more, contact us at support@hunterlab.com or go to the https://www.hunterlab.com/ras-registration.html and register your instrument to receive a complimentary one-year subscription to HunterLab Remote Access Support.

Enhance your color measurement experience today.

HunterLab Remote Access Support is available for all Essentials embedded software products

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. 

https://www.youtube.com/watch?v=_qLrgwDgIJw