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Anyone offering remote support for their systems?
This thread has 14 replies. Displaying all posts.
Post 1 made on Thursday September 9, 2010 at 21:01
connectedhomenc
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I was wondering if anyone was offering remote support for their AV systems. I've lost count of the number of times I've rolled out a truck just to press a few buttons because a customer wasn't able to be walked through the steps over the phone. So I've been looking into ways of adjusting a system remotely. I have found some really great PC remote support software called Team Viewer. I believe I could sell a customer a cheap, small computer that stays with the system. I could then use Team Viewer to log into the computer. At that point, I could control some devices that support ip control directly (such as new Denon receivers). For the rest of the devices, I was looking at using something like the global cache GC-100. However, I have never used any of the Global Cache products before, so I'm really not sure how to send my commands to it. Obviously there are several pieces of costly software for automation with the device, but I am looking for a free or cheap way to send individual commands. The Global Cache website mentions an embedded web server for configuring the unit, but does not really give any more detail on what that is actually capable of. I'm looking for some input from anyone who has used Global Cache before, or anyone who has offered remote support for av systems before.
Post 2 made on Thursday September 9, 2010 at 22:04
39 Cent Stamp
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1.Switched surge protectors that are accessible from the front of the rack. 2.Embedded emitters.

Those 2 things have cut us from 50 service calls a year to 2. The emitters cant get knocked off by the cleaning lady now and the big red switch OFF then ON resets everything and resolves cable box/directv/processor/lan gear lockups.

Currently we include a PC in the rack. It has log me in installed. We can connect to the rack PC and manage things from there. Makes it easy to load new files locally and not have to worry about my connection dropping in the middle of an upload.

I just installed 6 of these at a job. [Link: digital-loggers.com] You can name each outlet and you have individual control over each outlet via webserver. This lets me switch things on/off remotely and keeps me from having to explain what switch to flip to the client.

Thats pretty much it for us in terms of remote support. I have seen companies that offer remote monitoring but i dont really know what they cover. If a reset doesnt fix it we typically have to roll a truck anyway.
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Post 3 made on Thursday September 9, 2010 at 22:07
thefish
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Exactally what buttons are you talking about?

for the price of a computer and software, you could sell them a control system.

For stuff that requires a hard boot, add a VPN router and a server tech ip PDU.
Post 4 made on Thursday September 9, 2010 at 22:10
jimstolz76
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+1 on the Digital Loggers stuff. They are going to be a "must have" for every one of my jobs. Their Web Power Switch is $120 and does remote power cycling, Auto-Ping (reset a stuck modem/router/whatever), scripting, etc. No margin in it, but if it saves me 1 service call then that more than makes up for it.
OP | Post 5 made on Thursday September 9, 2010 at 22:29
connectedhomenc
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The Digital Loggers stuff looks interesting, but if i could get proper control of a Global Cache unit I could remotely send a trigger to switch off a bank on a surge protector just as easily. i really want to take remote support to a new level with what I could adjust and fix. I figure, with a cheap PC, a GC-100, a couple web cams, and a panamax surge (that I would sell anyways), I could completely monitor and adjust the system. I could log into the PC, use one webcam to view the front of the equipment to read displays, and one webcam to view whats going on on the TV (placement might be tricky), I could see exactly whats going on, and access any menu on any piece of equipment to possibly fix the problem. Even if I'm not able to fix the problem, I could determine exactly what needs to be replaced before I go out there. I figure, you charge cost for the extra equipment (PC, global cache, software, etc.) and sell a service plan for support after the 1 year warranty is up. It creates recurring income, and great support. Everyone wins. If you had a customer who owns a beach home, and they are coming in for the weekend, you could log into the system, turn everything on, and test it all out before they even get there. Preventing the frustrating day off phone calls. Team Viewer even has an iPhone app. I would be able to do all of this from my phone. I just need to figure out the right software to use with the Global Cache.

P.S. - this is not a control system replacement. I would still sell a universal remote. This is just for remote support.
Post 6 made on Thursday September 9, 2010 at 22:57
jimstolz76
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If you're already using Panamax, look at their Blue Bolt stuff. It'll do all the remote power "stuff" you want to do anyway. Plus you can log into IP cameras remotely without using any type of remote desktop software. I don't think you need a PC on site for what you're talking about.

Look at full control systems, starting with Control4 and Elan g!. All the remote programming is already part of the system. Remotely controlling the system via PC is already part of the system. If you just wanted to trip a relay to trigger a power strip then that is already part of the system.

I think the more you look the more you're going to find a much more "elegant" solution to what you're trying to do. You've got the right idea. I remember reading about CytexOne (big Control4 dealer) putting together a rack for a job on the other side of the country. They included a VOIP phone mounted to the front of the rack. It was an extension on their phone system. The customer could just pick up that phone an it would connect to their tech support. Then there was an IP camera with about 20' of cat5 rolled up inside a rack drawer. The customer could walk around the rack and the tech could look at exactly what they were talking about.

You want to see some REAL remote service, check out CytexOne's Atlas system. I've never dealt with it, but it's a very cool idea.
[Link: cytexone.com]
OP | Post 7 made on Thursday September 9, 2010 at 23:12
connectedhomenc
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I completely agree that for those upper end, multi room systems, Elan G!, etc. is the way to go, but I'm thinking on a completely different price point here. The remote PC software is a one time fee ($750 for a lifetime license, unlimited number of clients). I'm thinking maybe a $300 PC (I'm sure I can even find something rack mountable or just very compact), a global cache is between $150-$300, and a couple $50 webcams (or cheaper). I'm hoping I can find some free software for the basic functions of the Global Cache (if it doesn't already come with it). So for around $600 I could offer customers the convenience of remote support. By the way, I live at the beach, and there are a lot of customers here with rental houses. Renters always screw things up and press the wrong buttons.
Post 8 made on Friday September 10, 2010 at 12:25
Impaqt
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On September 9, 2010 at 23:12, connectedhomenc said...
I completely agree that for those upper end, multi room systems, Elan G!, etc. is the way to go, but I'm thinking on a completely different price point here. The remote PC software is a one time fee ($750 for a lifetime license, unlimited number of clients). I'm thinking maybe a $300 PC (I'm sure I can even find something rack mountable or just very compact), a global cache is between $150-$300, and a couple $50 webcams (or cheaper). I'm hoping I can find some free software for the basic functions of the Global Cache (if it doesn't already come with it). So for around $600 I could offer customers the convenience of remote support. By the way, I live at the beach, and there are a lot of customers here with rental houses. Renters always screw things up and press the wrong buttons.

How do you screw up a system by "Pressing the wrong button"?

seriously, you seem to be going about this backwards.

if you have buttons on your remotes that screw up the system, perhaps you should not put those on the remote.

Universal remotes/Control systems should be able to "Self Heal" a system. Discrete power commands, Discrete Input Commands are critical of course. Or some sort of monitoring/Feedback.

Being able to VPN into a system doesnt do you any good if the Network connection on the device is locked up.

the global cache concept is interesting, but what if the network is what locks up? THATS why the bluebolt and other Power controllers are such a good idea. If they find they cannot get out to the internet for some reason, it resets itself.

you seem to think that for $1000 or so you can set up some grand internet monitoring and control service for your clients..... If you pursue that route, I wish you luck. You seem to be completely ignoring the cost of your time here. If you are bored, perhaps it can pay out in the end, but if your time is valuable, there are solutions out there that already work.

Post 9 made on Friday September 10, 2010 at 13:44
Buzz Goddard
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Post 10 made on Friday September 10, 2010 at 15:08
BMaxey
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On September 10, 2010 at 13:44, Buzz Goddard said...

Buzz,
I sat through ihiji demo and my impression was the list of items they don't control is much longer than the items they do control. The bulk of their solutions involve Panamax Blubolt or similar - not worth paying a monthly fee.

Would love to proven wrong.

Bill
Post 11 made on Friday September 10, 2010 at 15:19
Impaqt
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On September 10, 2010 at 15:08, BMaxey said...
Buzz,
I sat through ihiji demo and my impression was the list of items they don't control is much longer than the items they do control. The bulk of their solutions involve Panamax Blubolt or similar - not worth paying a monthly fee.

Would love to proven wrong.

Bill

have not seen the ihiji yet, but there have been other companies that tried this and failed.

The problem is that its NOT a control system, its a monitor, and what is the real benefit of monitoring if you cant fix stuff? plus the stuff you can monitor is extremely limited. Its general products that you can already connect to and monitor with a Simple VPN or internet browser anyway.



Post 12 made on Friday September 10, 2010 at 18:22
jimstolz76
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Control4's smallest system with 1 year of remote access(full programming, email alerts, remote access for customer, etc.) PLUS iPhone app license would be $699.

Add a $119 Digital Loggers Web Power Switch and you're at $820. Add a small UPS for the C4 processor and you're still under $900.

Just something to think about.
Post 13 made on Friday September 10, 2010 at 19:20
39 Cent Stamp
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The only value to a monitoring service would be if they had a call center that could politely deal with our clients. This type of service would mean no more leaving the restaurant to take a tech support call. You would be paying someone to solve a problem for you.

-----------------------------------------------------------
Call center: Hello, how may i help you?

My client: My Crestrons broken.

Call center: What room are you in?

My client: Family Room

Call center: Looks like you have a TPMC-8X in there. What happens if you press any of the buttons? Do they light up? Can you change pages?

My client: Yes. I go to TV/Music and press DirecTV and i can see the denon surround receiver turn on and the TV turns on but the screen is black.

Call center: Sounds like the DirecTV receiver may be off or locked up. Let me power cycle the Family Room DirecTV receiver. Tell me if you see anything on the screen.

--------------------------------------------------------

Unlike the typical tech support call where everyone is calling sony about the same model Blu-ray player.. Our clients and systems are all different. It would be a very painful phone call to try and get a client to explain the system to the call center tech. And it would be impossible for the call center tech to know how we have the system configured.

So to make this work we would have to provide very detailed information about each project and the call center would have to hire real techs not card readers. I dont think the company i work for would have a use for services like this. Maybe a mega company that does 100 projects per year. It would be worth it for them to come up with a process for handing clients over to the call center.

About 7 years ago we started putting in UPS/Surge protection for everything. This cut down on the number of product lockups and having that reset switch in an accessible place for the client means that they can typically power cycle things themselves and they never have to call us. Now that we can remotely power cycle things we can handle resets for the clients who are afraid to touch the racks.
Avid Stamp Collector - I really love 39 Cent Stamps
Post 14 made on Thursday December 24, 2020 at 08:55
Don Heany
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Sweet, a spammer resurrection of a thread that merits current offering discussion!
Post 15 made on Sunday December 27, 2020 at 10:53
BizarroTerl
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I was going to respond to the OP but I then read the date. LOL


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