Feature Remote Support | FeatureRemoteSupport

Feature Remote Support

Fast and competent help

With the activated remote support function of a trivum system, our Support team can access the system directly, read out errors and assist with configuration. This means that our partners often don't have to be on site for questions and problems. Most issues can be resolved quickly and easily by trivum Remote Support.

What problem does Remote Support solve?

Remote support is a huge relief - both for our partners and for our end customers. Thanks to this function, our expert support can "look at the system", identify problems quickly and often resolve them directly. To do this, the system must allow access.

How does trivum implement remote support?

No additional software or hardware is required for the technical implementation. Everything that is required is already part of the trivum t3OS operating system of our SoundSystems and TouchPads.

All you need to do is specify in the setup whether remote Support should be allowed. If yes, the SoundSystem establishes a connection to the trivum Tunnel Server. This server is only accessible to trivum employees and controls further processing. In the case of Support, the interaction between t3OS and the trivum Tunnel Server enables access to the SoundSystem on site.

Advantages of remote support

With direct access to the SoundSystem on site, Support staff can analyze errors immediately. They can check the configuration and adjust it if necessary. If the solution requires a software update, the Support employee can install the latest version directly on request.

This procedure rectifies existing problems in almost all cases. It is therefore usually not necessary for trivum partners to be on site or for the device to be sent to trivum for repair.

How can you customize remote support?

In the setup of your trivum SoundSystem or TouchPad, you can simply specify whether remote support should be activated. No further settings are required.

What are the limitations of remote support?

In networks with very restrictive firewall rules, Remote Support may not work properly. If you suspect that the problem is with the firewall, simply contact our support team. We will be happy to help you adjust the relevant rules.