Open a remote support window

Let a 4M engineer in for a few hours, or send the files they need instead.

See Remote support for how windows work and what is recorded.

Before the first window (once)

1. Create config/remote_support.json on the edge PC with {"max_hours": 4} (or fewer hours) and restart the Assistant. Without it the Remote support panel does not appear.
2. Agree with site IT how the engineer reaches the edge PC's Web UI: the site's VPN or jump host, opened only for the window.

Open a window

1. Sign in as an administrator.
2. In the top bar, open Remote support. Enter the Support engineer, the Hours (at most the configured limit) and a Reason, then press Open window.
3. Copy the account and password shown. They are shown once only: pass them to the engineer by phone or another channel the site trusts.
4. A banner now shows that the window is open and until when.

Close it

The window closes by itself at the time shown. To end it sooner, press Close the window now in the banner. The engineer's session ends at their next request.

Get help without a window

1. On the Diagnostics screen, Escalate this session and download the PDF or JSON package. It holds the whole session, the sequence of events and the content of every cited source.
2. For a platform problem, collect the service logs with make logs and the state with make ps.
3. Check the files against the site's rules for what may leave the plant, then send them to your 4M support contact.