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Siemens Industry Online Support
Siemens AG
Type de contribution : FAQ ID de la contribution : 106665159, Date de la contribution : 07/02/2019
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How do you run a remote session together with Siemens Industry Technical Support?

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  • Concerne le/les produits(s)
Technical Support provides you with the option of running Remote Support using "Desktop Assistance". Desktop Assistance gives you fast and effective support for remote diagnostics and troubleshooting in the automation system of your machine or plant.

Using the "FastViewer" application you can transfer your computer's screen visually via the internet to a Technical Support consultant.

Moreover, with the SIMATIC Remote Services, we offer you comprehensive, modular remote services all the way to preventive and proactive support. These services are based on a highly secure and highly available remote service platform for your SIMATIC automation systems.

Benefits of using Remote Support

  • No more misunderstandings and complex issues are easily grasped
  • Simple and easy transfer of the screen content
  • No need to install the application which leaves no traces

 


 

Easy to apply

  1. You make a Support Request or have have already made a Support Request.

  2. Your Technical Support expert gives you a session number by telephone or e-mail.

  3. Click the link in the e-mail or start the FastViewer via the link below and enter your personal session number:

Start FastViewer

FastClient.zip (2063 KB)

Note
The software is subject to export restrictions. Download is authorized only for registered users.

If a connection is not established, the white paper below, chapter 5, proposes solutions. Furthermore, this document includes further information about the FastViewer, with regard to security, for example.

  Whitepaper_FastViewer_en_V1.2.pdf (330,0 KB) 

Useful tips for smart phone and tablet users

  • Smartphones and tablets provide the option of acting as an Internet Access Point (keyword: tethering, personal hotspot). If you do not have a stationary internet connection, the cellular phone network helps here.

  • You can also take part in a remote session using the mobile application for Android and iOS.

  • Although screen / desktop sharing is not possible in such a session, you may however establish a video stream session to the support member by the help of your camera.

  • The mobile application is available in the associated AppStores.

Notes relatives à la sécurité
La protection des installations, systèmes, machines et réseaux contre les cyber-menaces nécessite la réalisation (et le maintien continu) d'un concept global de sécurité IT à la pointe de la technique. Les produits et solutions Siemens ne constituent qu'un élément d'un tel concept. Pour plus d’informations sur la cyber-sécurité, rendez-vous sur
https://www.siemens.com/cybersecurity#Ouraspiration.
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