Remote Support for Lotem 400 Xpose

This document describes the safety precautions and steps taken to enable, and then disable, remote support.

• Safety precautions
• Enabling remote support
• Disabling remote support

Note: Remote support is currently not supported for Lotem 400 Xpose with MCU because the COM2 port, to which the modem must connect, is used to drive the Local card in the MCU.

Safety precautions

Important: Before enabling remote support to take control over the Lotem 400 Xpose device, verify that the following safety precautions are met. Do not initiate remote support if any of the following safety precautions are not met.

• A certified device operator is near the machine, has approved the remote support activity, and is ready to begin.
• The device operator must be present at all times during the remote support activity. The operator is aware of all procedures performed on the device, and pays close attention to the device response.
• The device operator knows how to terminate the process, if required.
• All machine doors are closed and all interlocks are operational.
• If the problem is related to an interlock or any other safety device, no remote activity is allowed.
• A phone call must be open between the two participants.
• Before the session is terminated, the device operator on site must be informed via chat or phone.

Enabling remote support

To enable remote support, you must take the following steps:

1. Connect the telephone line to the modem, and verify that the modem is turned on.
2. Activate Remote Access Support (RAS).
3. Activate NetMeeting and VNC.
4. Enable Remote Diagnostics.

Activating RAS:

1. Select Start > Administrative Tools > Remote Access Admin.
   
2. In the Remote Access Admin window, from the Server menu, select Select Domain or Server.
   
3. In the Select Domain dialog box, in the Domain box, type WORKGROUP, and then click OK.
4. From the Server menu, select Start Remote Access Service.
   
5. In the Start Remote Access Service dialog box, verify that the computer name appears in the Server box, and then click OK.
   
   To find the correct computer name:
1. Select Start > Settings > Control Panel.
2. Double-click Network. The computer name appears in the Computer Name box.
6. After the Remote Access Admin dialog box appears, the customer device is ready to receive remote support.
   

Activating NetMeeting and VNC:

In Lotem Controller, from the Utilities menu, click the Remote Support button.

The Remote Applications dialog box appears.

Note: if you are unable to activate NetMeeting and VNC through Lotem Controller, activate them manually, described following:

1. To activate VNC manually, select Start > Programs > VNC > Run Win VNC (AppMode).
   VNC is activated and an icon appears on the right side of the desktop task bar at the bottom of the PC screen.
2. To activate NetMeeting manually:
1. Select Start > NetMeeting.
2. In the NetMeeting window, from the Call menu, select Exit and Activate Remote Desktop Sharing.
   NetMeeting is activated and the NetMeeting icon appears on the right side of the desktop task bar at the bottom of the PC screen.

Enabling remote diagnostics:

Select Start > Lotem 400V Diag > JServer.

Disabling remote support

After the diagnostics session, disable remote support as follows:

1. Disable remote diagnostics:
   Diagnostics automatically open a DOS window. To close diagnostics, close the DOS window.
2. Disable NetMeeting and VNC:
• In Lotem Controller:
  In the Remote Applications dialog box, click Quit Remote Session, as shown in the Activating NetMeeting and VNC section.
• Manually:
1. To disable NetMeeting, on the right side of the desktop task bar at the bottom of the PC screen, right-click the NetMeeting icon and then click Exit.
2. To disable VNC, on the right side of the desktop task bar at the bottom of the PC screen, right-click the VNC icon and then click Exit.
3. Disable RAS:
1. In the Remote Access Admin window, from the Server menu, select Stop Remote Access Service.
2. In the Stop Remote Access Service dialog box, click Yes, and then close the dialog box.
4. Turn off the modem.