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Remote Services

Tecan’s remote services offer quick solutions to technical challenges without needing an onsite visit. Using advanced remote tools, we efficiently diagnose and resolve software issues and configuration adjustments.

Enjoy seamless operations and comfort, knowing our support is just a call away. This service reduces downtime, minimizes disruptions, and keeps your productivity on track.

3 Steps to remotely solve your problem

Data Collection and Assessment

IoT Connectivity and Investigation

Remote Access and Resolution

STEP 1   Data Collection and Assessment

What we need from you.

Provide issue description and supplementary material.

What Tecan Service can do for you.

Our service begins by gathering a comprehensive understanding of your issue. When you create a support ticket on Tecan's Support Portal, we ask you to provide detailed descriptions and the instrument's serial number.

To further assess your request, our service team may require additional materials such as snapshots, pictures or videos. We simplify this process by offering a dedicated upload page, Tecan FileShare, accessible via a unique link provided by our team.

STEP 2   IoT Connectivity and Investigation

What we need from you.

Install, register, and regularly connect Tecan’s IoT Client.

What Tecan Service can do for you.

To enhance our diagnostic capabilities, we strongly recommend installing, registering and regularly connecting Tecan’s IoT Client according to the provided instructions. This connection allows the transmission of relevant telemetry data from the instrument.

Both IoT connectivity and additional materials are crucial for remote diagnostics, enabling our service team to analyze critical data and swiftly develop an effective resolution approach.

STEP 3   Remote Access and Resolution

What we need from you.

Grant remote access via TeamViewer™ for desktop sharing.

What Tecan Service can do for you.

For straightforward issues, our service team will offer self-help instructions via email and phone to guide you through the resolution process.

For more complex problems, we may request on-demand remote access using desktop sharing tools like Microsoft Teams or TeamViewer. This approach allows us to resolve many issues remotely, restoring your equipment's operational status and minimizing disruptions. While some challenges may still require onsite visits, remote sessions are invaluable for preparing for onsite interventions.
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Remote Service User Guide

Step-by-step guide to Tecan support with TeamViewer
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