Remote Support Sessions

  • Published on Jan 9, 2026
  • 1 minute(s) read
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Introduction

The NavVis Support team offers remote sessions to assist with diagnosing and resolving both software and hardware issues on your NavVis device. Remote support sessions enable our support engineers to securely connect to your device and perform in-depth troubleshooting to speed up the troubleshooting of the device and your overall experience when resolving an issue with the device.

When to Use Remote Support?

It is often beneficial for NavVis Support to remotely access your device in cases such as:

  • Unexpected software behaviour.

  • Hardware diagnostics.

  • Connection or performance issues.

  • System health checks.

Remote support can be initiated:

  • Proactively by the user.

  • Upon request by NavVis Support after initial troubleshooting.

  • As part of a scheduled session.

Pre-requisites

Before starting a remote session, please ensure:

  • The device is powered on.

  • The battery is fully charged.

  • The device is connected to a stable network via:

    • Ethernet (preferred).

    • Wi-Fi.

    • Mobile hotspot.

How to Start a Remote Session?

  1. Power on your device.

  2. Use the supplied USB-C-to-Ethernet Adapter to connect the device to a network.

  3. Ensure the battery is fully charged.

  4. Go to the Help menu.

  5. Select Remote Support.

  6. The TeamViewer session will launch automatically.

  7. Share the Device ID and Password shown on the screen with your NavVis Support contact.

The video tutorial below is also available to guide you through the process of initiating a remote session directly from your device's screen.

[Video] - How to set up NavVis Remote Support from the NavVis VLX screen

What Happens During a Remote Session?

During the session, NavVis Support can:

  • Diagnose system logs and configuration files.

  • Test hardware components remotely.

  • Assess device performance and connectivity.

  • Recommend next steps, including repair if needed.

Need Further Assistance?

If you continue to experience issues or need help initiating the remote session:

  • Reach out to NavVis Support via support@navvis.com.

  • Provide a clear description of the issue.

  • If a session has been pre-scheduled with Support, follow the procedure above at the agreed time.

Security Note

All remote sessions are conducted using TeamViewer, a secure and encrypted platform. Access is granted only when you manually start the session and share credentials with our team.

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