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 […]
Articles Tagged: remote service
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, […]
Disconnecting a SERVICE Session
To disconnect or end a remote service session, simply click on the Close menu option: Clicking this button will display a short survey that must be filled out before the session is considered closed. Please note that some OEM partners have additional fields in this survey. IMPORTANT: if you disconnect your remote session via the […]
During a SERVICE Session
Connecting Initiating a SERVICE session can take up to a minute to complete. To indicate that a session is in progress, the connection status graphic at the top-right of the ei³ web page will turn green and animate, like so: Once the session has been established, the VPN Service icon in the System Tray will […]
How to Activate SERVICE
This article 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 activate the SERVICE subscription for your machine of interest, please reach out to your local ei3 admin. […]
SERVICE
ei3’s SERVICE application is the ultimate solution for ensuring “ZERO TRUST REMOTE ACCESS” to industrial networks, bridging the gap between equipment manufacturers and installed machines securely. With SERVICE, machine builders can enhance diagnostic and troubleshooting capabilities, minimizing machine downtime for their customers. This enables them to provide secure, remote, and real-time troubleshooting, drastically reducing travel […]
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 […]
Starting a SERVICE Session
Upon selecting an available key, the Start Remote Service Session page is presented to the user: Key Selection – One of the three available (gray) keys must be selected. Purpose – One of the available purpose choices must be selected. These include Maintenance, Operator Support, Test Remote Connection, and Troubleshooting. Create & Connect – For […]