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  1. #1
    Senior Tech 250+ Posts
    New Remote Assist Menu

    Vincent128's Avatar
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    New Remote Assist Menu

    So we have been struggling to find all the information on this new remote assistant Menu stuff from ver1600 firmware forward...
    Very confusing to have the information in 2 spots on FYI and fail to fully explain it in the videos and presentations but...

    Okay, so like after you upgrade to V1600 you also have to change several 08 codes AND log into top access and add a URI into the admin tab and add the icon to the panel..(The URI is not listed in the documentation we can find and had to have Tier 2 send it to us)...I can not find an 08 code to program the URI, looks like you will have to remote in the old fashioned way and program it yourself as well as add the control panel icons manually.

    any thoughts? better ways to do it?

  2. #2
    Service Manager 5,000+ Posts
    New Remote Assist Menu

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    Re: New Remote Assist Menu

    I have installed this new enhanced Remote Assistance (eRA) on my e2505AC copier with FW1600.

    It is an easy task to add the eRA icon to the LCD panel.

    eRA needs to be connected to eCloud Connect (eCC) for it to work properly. I am not yet connected to eCC therefore I cannot enjoy the full benefits of this new advance in remote copier repair.

    In V1512 FW you rec'd many similar features without the need of eCC but you had to install a VNC Viewer on a clients computer. No need with eRA.

  3. #3
    Senior Tech 250+ Posts
    New Remote Assist Menu

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    Re: New Remote Assist Menu

    Yes it is an easy task (once you know all the codes)..my point is that you have to be either at the machine or VNC to the machine to set it up...If say..I have a fleet of 100's then this is very time consuming.
    also the launch of this feature is not been handled very well from a documentation standpoint. That new FYI site is not so great...

    Also, I use a standalone VNC executable that does not require a program be installed on the clients machines...makes them 'feel' better about it.

  4. #4
    Service Manager 5,000+ Posts
    New Remote Assist Menu

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    Re: New Remote Assist Menu

    Quote Originally Posted by Vincent128 View Post
    Yes it is an easy task (once you know all the codes)..my point is that you have to be either at the machine or VNC to the machine to set it up...If say..I have a fleet of 100's then this is very time consuming.
    also the launch of this feature is not been handled very well from a documentation standpoint. That new FYI site is not so great...

    Also, I use a standalone VNC executable that does not require a program be installed on the clients machines...makes them 'feel' better about it.
    Please detail the standalone VNC executable you are describing.

  5. #5
    Senior Tech 250+ Posts
    New Remote Assist Menu

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    Re: New Remote Assist Menu

    Quote Originally Posted by SalesServiceGuy View Post
    Please detail the standalone VNC executable you are describing.
    Download VNC Viewer | VNC® Connect (realvnc.com)
    On the drop down for versions, you can change it from exe 32/64 to other options

  6. #6
    Service Manager 5,000+ Posts
    New Remote Assist Menu

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    Re: New Remote Assist Menu

    Quote Originally Posted by Vincent128 View Post
    Download VNC Viewer | VNC® Connect (realvnc.com)
    On the drop down for versions, you can change it from exe 32/64 to other options
    That is what I am doing now. I TeamViewer or Window 10 Quick Assist in and install VNC Viewer via your method.

    As a result my miles/km driven are way down and I can fix customer problems much faster.

    This assumes you enabled VNC Viewer in the 08 Codes upon first install.

    08-8794-1
    08-8559 -Password

  7. #7
    Senior Tech 250+ Posts
    New Remote Assist Menu

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    Re: New Remote Assist Menu

    no...I am not installing anything
    It's a stand alone program, nothing is installed on the customers workstation.
    Untitled.jpg


    Quote Originally Posted by SalesServiceGuy View Post
    That is what I am doing now. I TeamViewer or Window 10 Quick Assist in and install VNC Viewer via your method.

    As a result my miles/km driven are way down and I can fix customer problems much faster.

    This assumes you enabled VNC Viewer in the 08 Codes upon first install.

    08-8794-1
    08-8559 -Password

  8. #8
    Service Manager 5,000+ Posts
    New Remote Assist Menu

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    Re: New Remote Assist Menu

    Quote Originally Posted by Vincent128 View Post
    no...I am not installing anything
    It's a stand alone program, nothing is installed on the customers workstation.
    Untitled.jpg

    I missed that altogether. I tested the installer you suggested and much prefer your method. Thanks!
    Last edited by SalesServiceGuy; 10-13-2021 at 08:07 PM.

  9. #9
    Service Manager 5,000+ Posts tsbservice's Avatar
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    Re: New Remote Assist Menu

    AnyDesk has no install version. We use it a lot.
    A tree is known by its fruit, a man by his deeds. A good deed is never lost, he who sows courtesy, reaps friendship, and he who plants kindness gathers love.

    Blessed are they who can laugh at themselves, for they shall never cease to be amused.

    I don't reply to private messages from end users.

  10. #10
    IT Director 50+ Posts J_Arnold's Avatar
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    Re: New Remote Assist Menu

    Quote Originally Posted by SalesServiceGuy View Post
    Please detail the standalone VNC executable you are describing.
    Agreed about new FYI site. I have 2 school systems I have recently pushed this out to. I have ebw set to top access for button 1. I can access it remotely as well once I am onto the display. Works great. Dang it posted this to wrong response. As previously proven I am an idiot.

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