When a machine (red box) or a network (green box) are offline in ei3, stopping you from performing remote service, the first thing to check are the physical aspects of the connection: Is the machine online? Are the Amphions online? Has anything been moved or reconfigured? Have there been any recent local network changes? Further […]
Category: SERVICE
Machine Connection State Alerts
This section only applies to users who are admins in ei3. The Admin tab in the SERVICE application is not accessible to users who are not admins. If you are not an admin but you would like to create an alert for your machine of interest, please reach out to your local ei3 admin. In […]
VPN Service Guide
Downloading the VPN Service Installer Minimum System Requirements Administrative Access Requirements Installation Instructions Troubleshooting Standard Operation Automatic Updates ei³’s SERVICE requires special software – called the VPN Service – that must be installed and running on your computer. Downloading the VPN Service Installer End-users cannot download the VPN Service software directly. Instead, ei³ attempts to […]
SERVICE – Overview
What is SERVICE? SERVICE is a Software-as-a-Service application that controls the ability for support personnel to remotely access electronic devices that control machines instantaneously across the globe, in a secure fashion. SERVICE securely does away with the connection gap between equipment manufacturers and their installed machines. Machine builders can amplify their diagnostic and troubleshooting capabilities, […]
Login Password Complexity and MFA Requirements
Note: Only “Super Admins” have authority to change a company’s password complexity rules. If you are a user that is required to login using multi-factor authentication, please click here to view how to do so. User login password complexity and multi-factor authentication requirements for ei3 applications can be controlled in two ways. A set of […]
VPN Service Troubleshooting
Trouble with connecting to machine Trouble viewing notifications (Internet Explorer) Trouble installing VPN Service software Error message/download prompt does not appear “Installation Incomplete” message appears in installation wizard Computer does not meet minimum system requirements Trouble with connecting to machine It’s likely that your network has some firewall rules in place which are preventing a […]
Remote Service Session Report
This one-click report provides detailed information about SERVICE sessions for a machine. This report can be generated from the Machines page by clicking on the icon next to the machine of interest. Machine Information – General identification information about the machine. Session Count By Purpose – A graph of total monthly SERVICE session counts grouped […]
SERVICE – Machines
First, log in to the SERVICE application and find the machine you wish to start a remote service session with. Select the Machines tab and enter your search terms. The search terms you enter will be matched against many fields associated with machines: The ei3 Project Name, for example 1234-01; Machine information (Name, Model, Description, […]