FAQ: How to obtain remote support for Vista, Aeros and Agera.

Important Notes:

Answer:

HunterLab Technical Support team provides remote support to HunterLab customers by connecting to the end-user instrument and troubleshoot their technical issues. 

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 article: 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.

Do you still need more information? Submit a ticket and our support team member will reach out to you soon!