Remote support is always started by you on the device and is only possible while it is running. Without this step nobody can reach the device from outside.

1. Connect a network cable with internet access.
2. Open Main menu | Software | Up-date | System and run start-remote-support.
3. Tell customer service the serial number of the device – it is the identifier under which the connection is established.

After the session, end the release with stop-remote-support in the same place. While remote support is running, customer service can see and operate the screen like someone standing in front of the device.