Oftentimes when Luna Support is contacted and a ticket is created, one of our support agents will request to schedule a remote troubleshooting or remote diagnostic session. This enables our agent to do a number of things, depending on the instrument:
- Observe the issue personally, while also collecting data such as failure conditions, log files, software version information, etc.
- Run diagnostic software, which provides more detailed data about the operating state of the instrument and allows the agent to directly control components of the instrument hardware.
- Update software and firmware to ensure correct functioning of the instrument.
- Troubleshoot issues with the controller laptop.
- Capture helpful screenshots for any of the above.
- Potentially fix issues by making adjustments to hardware parameters and/or walking the user through troubleshooting steps.
Luna uses TeamViewer software, which comes pre-installed on Luna-issued laptops, to establish a connection between our agents' computer and the instrument controller laptop. Our agent will be able to transfer over files (such as diagnostic software or software updates), run the software for the instrument, and chat with the user using built-in chat (text, voice, and/or video) features on TeamViewer.
When an agent requests a remote session, be prepared for the following:
- Make sure your organization's security policy allows for the controller laptop to be connected to the internet and able to run TeamViewer. Additionally, the PC should be on wired Ethernet or have a strong wireless signal. Cellular hotspots do not provide adequate connectivity for establishing and sustaining a remote session!
- Remote sessions are to be scheduled in advance. The support agent will usually suggest available times (including a time zone) and estimate how long a remote session will take, typically between 30 minutes and 3 hours, depending on the issue described.
- The agent may also suggest some pre-session steps regarding setting the instrument into a certain state.
- Prior to the session, TeamViewer needs to be running and the user will need to send the credentials (ID and password) to the support agent via the ticket. This should be done ahead of the scheduled time for the remote session. Copying the text or providing a screenshot are both acceptable to convey this information. The following image show the TeamViewer screen. The RED fields are what are needed for the remote session.
- During the session, it is advisable for the user to be available, in order to assist with any TeamViewer connectivity issues, instrument state changes (especially powering off and on the instrument as necessary), and especially adjusting fiber connections to the instrument (jumpers, reflectors, calibration artifacts, sensors, etc.) Occasionally, such as for an ODiSI laser re-tuning session, user involvement will not be needed for a majority of the time. Your agent will let you know what is needed to make the session as successful as possible.
Luna pays for commercial use of TeamViewer. Because of this, customers can install TeamViewer on their instruments as a free download, but Luna is paying for our Agents to be able to initiate connections. Luna does not have a commercial account with any other remote-desktop type programs, including AnyDesk, Ultraviewer, Splashtop, or VNC.