if you encounter some issues with using Octonus's product you have option to use Octonus Support Agent.
The Octonus Support Agent is the windows system tray application.
The Octonus Support Agent have two functions:
1. Fast issues reporting.
2. Remote assistance via Remote Desktop.
3. Remote assistance via Remote Presence Robot.
Fast issues reporting.
Suppose you are experiencing some difficulties with using Octonus software, for example Encoders Values are zeroes:
You can double click on octonus icon in Windows’s system tray:
Then click Report New Ticket! Button:
Fill the ticket title, describe issue in the description field:
Add screenshots:
And then press Report Issue! Button:
After a while you can check for answers to questions in the web interface at zammad.cutwise.com (using login and password provided by Octonus):
If you are satisfied with the answers you can change the state of the Ticket to closed. If not you can continue to ask the questions in the web interface.
Remote assistance via Remote Desktop.
To solve issues with Octonus software there is a Remote assistance via Remote Desktop option. Octonus’s Support Service Engineer can connect to your PC with Remote Desktop connection (like using TeamViewer or Mircrosoft RDP) with full duplex audio channel and for example teach how to use Octonus Software, perform update or solve configuration issues and e.t.c.
Then registering a new ticket you can specify a time then Support Engineer can access your computer via Remote Desktop:
After that your computer will be available for Remote Desktop connect in the specified time. Special icon signals that Remote Desktop Server is working and ready to receive connections:
Then specified time comes and Support Engineer connects to your computer icons changes:
In course of Remote Desktop support session you can communicate with the Support Engineer via full duplex audio channel, so you need a microphone and headphones or speakers.
Remote assistance via Remote Presence Robot
To solve issues with hardware you can use our Remote Presence Robot:
The Remote Presence Robot is moving stereo camera system which streaming stereo video from cameras to Octonus Support Engineer, while he is controlling cameras positions. So it allows Support Engineer to overlook Octonus’s Hardware and quickly learn what’s wrong with it:
To use robot you need to place him near hardware with issue and specify robot ID (placed on the roboot’s front panel) then reporting new ticket:
In the specified time Octonus Support Engineer will connect to the robot and clarify the issue with hardware.
Additional security features.
In versions 1.1.0 above only person who knows ID and PIN can connect to your workstation.
If you want to change PIN and drop all active connections (so people who know old PIN can't connect anymore) press button:
In order to get help from Octonus Support Engineer you need to tell him current PIN and ID in ticket body or using some other channel (e-mail, phone, some messenger).
Chat and connection audit.
In versions 1.2.0.1 and above you can benefit from chat with Support Engineer connected to your workstation:
Chat window also shows you who and when connected to your workstation. These events are messages painted red.
You can use translation in chat, just tick checkbox and choose language in dropdown list near it:
