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Remote Support

Remote support is a service allowing Cyanview to connect remotely to equipment for support. It is mainly used to help diagnose configuration issues, inspect logs, check connectivity and assist with advanced setup.

The device must have internet access. The RCP opens an outgoing connection to the Cyanview support server on port 56336; no incoming port forwarding is required on the customer network.

cyanview-remote-support-internet-network-configuration-ssh-RCP

RCP screen status​

To verify the Remote support status on the RCP screen, open MENU > SYSTEM > INFO > Network.

Remote support Available

If the status is Not Available, check that the RCP has a valid internet connection, gateway and DNS configuration. See IP Primer for more details about these network settings.

WebUI activation​

Access the RCP Configuration Web UI, then open the Admin page.

  • Enable authorizes remote support on the device and starts the connection automatically. This state remains across reboots.
  • Disable prevents remote support from being used and stops the connection automatically. This state remains across reboots.
  • Start starts the remote support connection until the next device reboot. If the service is disabled, it will not be started automatically on the next boot.
  • Stop stops the current remote support connection without changing whether the service is enabled or disabled at boot.

RCP activation​

Remote support can also be controlled directly from the RCP screen. Open MENU > SYSTEM > ADVANCED > REMOTE.

  • Start / Stop controls the current remote support connection.

On the RCP screen, remote support can only be started or stopped. It cannot be enabled or disabled from the RCP itself. Enabling or disabling remote support is only possible from the WebUI configuration page.