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Welcome to ONEX live tech
support area. With our live remote-assistance tool, one our engineers
can view your desktop and share control of your mouse and keyboard to
troubleshoot PLC control related problems. An internet connection is
necessary for us to be able to connect to you remotely.
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Step 1:
Connect your computer to the assembly or inspection machine that you
need us to troubleshoot
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Step 2: Your
computer must have access to the (internet) or ONEX website while
connected to the machine, wireless connection is preferred.
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Step 3: Call
ONEX at 626.358.ONEX (6639) to obtain your unique
connection code
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Step 4:  to be
directed to the page where you will enter your unique connection code
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Step 5: Enter
in your code in the space provided and click the Click Here button to
initiate the screen-sharing session
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Step 6: You are
prompted to download a small virus-free plug-in
For medical and other device
manufacturing companies - this service allows us to securely connect to
your PC without any IT department involvement or firewall restrictions.
With your permission, our engineer can view your screen and share control of your mouse and
keyboard. Remember: You are in full control of your computer at all times.
You always have overriding control of your mouse and keyboard, and you can
end the screen-sharing session at any time.
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FAQs
Q: How does this service work?
A: Once you connect to the service, you are prompted to download a
small, self-installing plug-in, which allows our support representative
to view your desktop and share control of your mouse and keyboard. At
any time during a support session, you can take control of your computer
just by moving your mouse. You will be in charge at all times.
Q: Can
an ONEX representative look through files without my
knowledge?
A: Absolutely not. Our representative sees only what you see and
whatever you permit him or her to see on your computer screen. Before
our support representative views your screen, he or she will first ask
your permission and request that you close all documents containing
private information.
Q: How is security maintained?
A: At the beginning of a screen-sharing session, you and your support
representative are connected via a communication server. The screen data
that is passed between you and your support representative during a
session is highly compressed using proprietary technology that can be
viewed only with GoToAssist software. This data is also encrypted using
128-bit Advanced Encryption Standard (AES) encryption. Privacy
principles are TRUSTe compliant. After the session has ended, our
support representative can no longer see your screen or access your
computer unless you make another explicit request for support.
Q: What are the minimum requirements for my computer and Internet
connection?
A: For your support representative to view your desktop, your computer
should meet these requirements:
. 28.8Kbps or greater Internet connection (56K recommended)
· Required Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or
XP
· Internet Explorer 4.0 or later, Netscape Navigator 4.0 or later or
Mozilla Firefox 1.0 or later
· Recommended: Ability to make direct outgoing TCP connections, or
availability of a SOCKS server or an HTTP proxy
Q: Is the plug-in virus free?
A: Yes, the plug-in is safe. We're as concerned as you are about this
issue, so regular virus checks and updates are conducted. This helps us
maintain our technology at the highest standard to ensure superior
quality service. The warning message you might see on your screen is a
default message displayed by your browser when you download executable
files. You can feel confident using this plug-in.
Q: What is the size of the file that I will download to engage in a
screen-sharing session with my support representative?
A: The file size ranges between 329 kb and 580 kb.
Q: Are there any files or folders left on my computer after the session
ends?
A: The downloaded file stays on your computer; however, the file is
useless without a new "encryption key." To download a new encryption
key, you would need to initiate a subsequent session with our support
representative. Screen-sharing sessions have to be initiated by you, not
a support representative.
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