Today most companies expect remote access troubleshooting from suppliers of drive systems. Remote access software over the internet and using Virtual Private Networks (VPN) or Web-based remote access provide very useful connectivity. Technically, remote access can be performed two ways.
A customer’s server (on- or off-site) can provide a connection point to the drive system which the drive supplier can use to connect to the drive system and make changes independent of the customer’s maintenance personnel. IT departments often prefer this method, but it makes maintenance leery.
Alternately the customer’s maintenance computer can be set up to run the maintenance program and share the screen, keyboard, and mouse over the internet. Maintenance sees everything the supplier is doing. Maintenance is often more comfortable with this method, but IT becomes very leery.
In either case, the supplier can see anything the computer can see. The screen update rate is quite reasonable, almost like being right on site. That includes seeing numbers changing quickly and reading trend charts on the screen.
The supplier cannot see what is happening to the line, or feel any vibration, or listen for unusual noises, or smell smoke, or know what the operator will do next. Until the computer knows more about the state of the web line, remote changes should not be made without live communications with personnel on site.
Remote access is very good, but not as good as being on site.