As part of the support package our customers are offered 'Remote Support'. As well as phone, email, Skype etc.. we offer 'Remote Access' for our products that are fitted with computers.
For a number of years we have performed this task using LogMeIn. This has worked very well but the company are withdrawing support for any computers using the XP operating system. A majority of our customers machines still use the XP operating system so this will be a problem.
We are also finding it more difficult - understandably - getting IT staff to connect the XP machines to their network to allow us remote access.
For this reason we are slowly moving over to a new system called Secomea which is an industry standard system with no restrictions on Operating System. The beauty is that the computer is not necessarily connected to the internet directly.
Customers now have 3 alternatives
- For customers who do have permission for the equipment to be put on the network we now use TeamViewer which works in a similar way to LogMeIn but will require customers to run an install program before the technician is able to connect. For detailed instructions please go to this article.
- For our newer and upgraded machines the touchscreen is installed with Windows 7. These machines can have an embedded system installed as currently there should be no issues with them being connected to the customers network.
- For machines still running XP either on touchscreen or laptops we can supply the customer with an industrial Router which connects to the internet via a local access port. This in turn connects to the touchscreen / laptop so there is no direct link to the network. The box can even run on a wireless network if preferred.