Using WorkLink Remote Assist with Low or No connectivity

Charlie Ferriera

• May 16, 2023 21:47
• Edited

Field service workers, customer support technicians and maintenance/assembly workers are beginning to use new Remote Assist technologies to solve their problems quicker. So, it's safe to say running into problems with call connectivity can be a real drag. So, here are some tips/best practices to consider when running into connectivity challenges while using WorkLink Remote Assist.

1. This first tip might sound a bit strange but try troubleshooting your equipment/customer issue on a Remote Assist call while in an area with good connectivity. If you happen to be in an environment, with good connectivity in areas adjacent to the equipment to be serviced, try using an AR Work Instruction in Stand Alone mode while on a Remote Assist call. This way you can discuss strategies with a teammate on how to resolve equipment issues using the AR model. You can annotate on the model, screenshot and email it to yourself to download. Then you can view it in the area with low or no connectivity.
2. Try using "low bandwidth mode". This enables a user to send images instead of a constant stream of video. Learn more about low bandwidth mode from this article here
3. If you know ahead of time what the issue is, you may be able to avoid a remote assist call. In this case, you can sideload an offline AR work instruction. This article shows the steps to creating an offline scenario file and links to how you can sideload to different devices (Android, IOS, etc..)

If you found these tips useful or have any questions, please comment and I'll respond ASAP!

Thanks!

Charlie

0

• 

  Greg Wenger

  • May 17, 2023 23:03

  My team has wanted to begin investigating the Remote Assist features, but our privately hosted server has not been making this easy. We see the CMS and can load scenarios. Yet while our contacts page loads the names of people to call, it gets stuck trying to update their status. Do you have any advice for those of us that are privately hosting?

  0
• 

  Charlie Ferriera

  • May 18, 2023 01:23

  Thanks for the input Greg! I believe you have a support ticket open for this and Precious will be providing you with an update on it soon! Thanks for your patience!

  0
• 

  David Nedohin Community moderator

  • May 18, 2023 02:34

  

  Hey Greg, I cannot really say what the issue is with your situation, but I do know we have several customers who use remote assistance on WorkLink with great success in Private Hosted environments.  One of our customers has been using it for several years and now is up to over 2,500 users.  This tells me that we will figure it out with your team and get you also using it with success!

  0

Please sign in to leave a comment.