ei3’s Remote Service creates a secure tunnel from your computer, authenticated by, authorized by, and controlled through the Remote Service system. It connects your computer securely to the machine with which you want to remotely access. It uses TLS / SSL based, state of the art VPN technology to make your Remote Service session secure and private. The access and the authorization settings of users are defined by your Remote Services system administrator according to the security policies of your organization.

Getting Started

First, log in to the Remote Service Platform or the Customer Portal and find the machine you’re looking to start a remote service session with.

Remote Service Platform: Select the Machines tab and search for your machine, then click on one of the keys to start your secure remote service session.

Customer Portal: Navigate to the Remote Service tab, select a key for the desired machine to start your secure remote service session.

If you already have the remote service software installed, you should be automatically set up with a secure connection to your machine. If the software is not yet installed on your computer, the system dialog should automatically prompt you to download the remote service software installer.

Minimum System Requirements

  • ei3’s VPN Service software requires that your computer meets the minimum system requirements listed here.
  • In addition to your computer meeting the minimum system requirements, Windows Media Sense must be enabled for the VPN Service software to work properly. For more information, see Microsoft’s official documentation here.

Installing the VPN Service

The installation process may be started by clicking the Install now link in the pop-up window. See the step-by-step instructions below for more details.

Step-by-step instructions to install the VPN Service

The installation setup wizard will guide you through the process of installing the software.

  • Welcome to the Setup Wizard screen.  Click Next
  • Accept default Installation Folder or enter your own; we recommend allowing the service to be used by Everyone (all users on your computer).   Click Next
  • Confirm installation. Click Next
  • Installation complete. Click Close to exit the installation wizard.

Once installed, the VPN Service should start. Its circular ball-shaped icon will be added to the system tray in your computer’s Windows desktop Taskbar.

Hover your mouse over the VPN Service icon in the Taskbar system tray to see information about the machine to which you are connected.

Administrative Access Requirements for VPN Service installation

You must have administrative access authority on your computer to install the software. If the VPN Service is having trouble with completing its installation, the most common reason for this is insufficient administration authority for the user who is attempting to install the VPN Service on their computer. Contact your company’s IT department or Systems Administrator for help.

VPN connection status colors

The ball colors in the taskbar will change to represent the status of the VPN connection.
 Gray – Disconnected. There is no active connection to a machine using the VPN Service.
 Yellow – In Process. The service is in process of starting or stopping a VPN connection.
 Green – Connected. A VPN connection to a machine has been established.
 Red – Error. The VPN connection failed and was not properly established.

Starting a Session

Once the remote service software is installed, you can start a remote service session to any machine you have permissions to access.

To initiate a remote service session, find the machine using the search bar available in ei3. Once you’ve found your machine, click on one of the keys in the Action column to start your session. 

Each machine supports up to three remote service sessions at any given time; each key represents a separate remote service session for that machine.

Sending a remote service session key by email

You can email remote service session keys to other users to securely connect. Note that you don’t need the remote service software installed on your computer to send keys to other users by email – only the user who is doing the session needs to have the software installed.

First, click one of the keys next to a machine. The remote service setup page will appear – check the box to send a key by email, then click “Send Key.” 

The recipient will receive an email containing a unique link to start a remote service session to the machine within the next 10-15 minutes.  

Uninstalling the VPN Service

From your desktop Start menu, go to All Programs, find and open the ei3 Corporation folder, and select “Uninstall”.
Note: you may need to have administrative privileges on your computer to uninstall the VPN Service.

VPN Service Troubleshooting

VPN Service troubleshooting guide is available here.

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