A great many faults can be diagnosed, and often fixed, without anyone driving to your site. Remote access is the difference between a fix in the next hour and a fix after a journey.

How we connect

We use secure VPN connections — commonly eWON routers — to reach machine networks. The connection is initiated for a specific piece of work and used to reach the control system, not your business network.

What we can usually do remotely

• Read controller and drive diagnostics, and interrogate alarm and fault history
• Go online with the PLC program to trace logic and find why a condition is not met
• Adjust parameters, tune drives, and correct configuration errors
• Diagnose network problems between controllers, drives and HMIs
• Restore or download programs where a controller has lost its configuration

What still needs someone on site

Anything physical: replacing failed hardware, correcting wiring, mechanical alignment, or any work requiring the machine to be observed while it runs. Even then, remote diagnosis first means an engineer arrives already knowing what the problem is and carrying the right part.

If you do not have remote access

Say so on the form — select No remote access or Not sure. It changes how we plan the response rather than delaying it. If your site would benefit from remote access being installed, mention it and we will discuss the options with you.

Security

Remote sessions are established through your equipment and your network rules. If your site requires connections to be enabled explicitly, or requires notice before a session, tell us and we will work within that.