Remote access is a tool used by the support team mainly to upgrade controller software remotely as well as connect to your box for advanced backend troubleshooting. In the event you need to activate this tool, keep in mind that this will require an internet connection via ethernet cable to your local network or using a provided SIM card/USB dongle. It is expected that without an internet connection, you will see an error prompt that indicates there no internet connection to the VPN.
Traffic between the controller box and our server is encrypted. Enabling remote access establishes a connection to our Virtual Private Network where traffic is encrypted.
Note: Once enabled, remote access will remain activated for 24 hours or until manually disconnected.
Follow the steps and images below to enable Remote Access:
Navigate to the menu panel and select "Service Support“
Tap the "Allow remote access“ button