Accessing your customer's device remotely

Introduction

Under certain circumstances we may need to connect to the end client’s device, the following procedure describes the steps required.

Prerequistes

During a remote session on a device, NavVis support requires the following:

• A stable Wi-fi or Ethernet connection ah the end clients premises.

• The end client must communicate the access credentials to the device  (ID and 4 digit password). These access credentials will change once the device is restarted.

• A direct way of communicating with the end client (phone, chat or video).

Roles and Responsibilities

The Reseller Partner arranges and schedules the call and the remote access to the device. The Reseller Partner is always the main contact for the end client, the face of the technical assistance provided and is the facilitator of communication between NavVis and the end client.

Procedure

1. NavVis will provide the Reseller Partner with the following:

• Possible time slots (considering time zone differences) for the remote session.

• The approximate length of time the remote session will take.

• Any preparations that the end client needs to make before the remote session.

2. To start the remote session with NavVis, ask the end client to perform the following:

1. Join the group call or chat with NavVis.

2. Set up the device, install fully charged batteries and start the device.

3. Connect the device via the Ubuntu settings to one of the following:

   • Ethernet (preferred due to stability).

   • Wi-Fi (private smartphone hotspots possible).

4. Start the remote access, refer here for details.

5. Provide the NavVis Support ID and password (4-digit) to NavVis.

During the Remote Session

NavVis will connect for a remote session up to a single period of one hour, but in some circumstances this can be extended to two hours maximum.

During the troubleshooting phase of the remote session, NavVis might be able to run tests in silence for a specific time period. During this time, the Reseller Partner and the end client can work (eg. turn off camera and mute), but you need to stay contactable within the call (through speaker) or chat.

• Device restarts must be initiated after any software updates were executed.

• Device components might need to be monitored (LEDs, sound…) during start-up, scanning or shutting-down.

• Batteries might need to be swapped and tested.

• Device issues caused by faulty system software can usually be fixed within the same remote session.

• Other issues, where a remote fix on-site is possible for example, might require a second remote session.