HOME  |  NEWS  |  BLOGS  |  MESSAGES  |  FEATURES  |  VIDEOS  |  WEBINARS  |  INDUSTRIES  |  FOCUS ON FUNDAMENTALS
  |  REGISTER  |  LOGIN  |  HELP
Blogs
Blog
Virtual Support Engineer
1/22/2013

Using Virtual Support Engineer, OEMs access their assets in a highly secure environment exclusively using IT-approved outbound communication.   (Source: Rockwell Automation)
Using Virtual Support Engineer, OEMs access their assets in a highly secure environment exclusively using IT-approved outbound communication.
(Source: Rockwell Automation)

Return to Article

View Comments: Oldest First|Newest First|Threaded View
<<  <  Page 2/2
apresher
User Rank
Blogger
Virtual Support Engineer
apresher   1/23/2013 4:25:02 PM
NO RATINGS
mikellim, Thanks for weighing in on this topic.  Great points about being able to make changes as a key to avoiding visiting the machine location.  Also agree with your comment about security.

apresher
User Rank
Blogger
Virtual Support Engineer
apresher   1/23/2013 4:27:30 PM
NO RATINGS
Chuck,  Many systems do use bi-directional remote communications to update system files, etc. from afar. With all of the concerns about security, some companies just won't allow that type of access.

apresher
User Rank
Blogger
Virtual Support Engineer
apresher   1/23/2013 4:30:56 PM
NO RATINGS
GLOlover, I know that some OEM machinery builders have implemented systems that also use a video link, so that plant personnel can walk around the machine and provide the remote support personnel with live video as well. No question that is a powerful advantage, although I don't know how many companies are using that approach.

Charles Murray
User Rank
Blogger
Re: Virtual Support Engineer
Charles Murray   1/23/2013 8:09:10 PM
NO RATINGS
Sorry to belabor this, Al, but I'm still curious. Isn't bi-directional communication a necessity for offering support?

apresher
User Rank
Blogger
Virtual Support Engineer
apresher   1/24/2013 5:46:53 PM
NO RATINGS
Chuck, I would guess the plan is to diagnose problems from afar, but implement solutions using local plant personnel.  In many automation systems, application software issues for example can be difficult to debug until the machine is in production. A skilled engineer can see the problem, fix the code and then email it to someone at the plant to make the update.  Just one possible scenario.

Charles Murray
User Rank
Blogger
Re: Virtual Support Engineer
Charles Murray   1/24/2013 6:55:44 PM
NO RATINGS
That makes sense, Al. It's much simpler that fixing the problems caused by software viruses and worms.

Scott Orlosky
User Rank
Platinum
Re: sometimes you have to be there
Scott Orlosky   1/27/2013 2:59:44 PM
NO RATINGS
The digital age has definitely helped with troubleshooting industrial products.  Emails often have scope traces, digital photos and test data attached that just would not have been possible a generation ago.  This seems like a natural extension of communication capability if and when the security concerns can be addressed.  Customers also have to be willing to pay more for equipment that has the built-in diagnostic and interconnect functionality.

Ann R. Thryft
User Rank
Blogger
Re: Virtual Support Engineer
Ann R. Thryft   1/28/2013 12:15:17 PM
NO RATINGS
Looks like a similar, even parallel, trend to remote robotic maintenance & repair, as DN has covered more than once: http://www.designnews.com/author.asp?section_id=1386&doc_id=257502 http://www.designnews.com/document.asp?doc_id=253921 http://www.designnews.com/author.asp?section_id=1386&doc_id=247655

<<  <  Page 2/2
Partner Zone
More Blogs
Kaspersky Labs indicated at its February meeting that cyber attacks are far more sophisticated than previous thought. And Kaspersky implied the NSA is the smartest attacker.
Counterfeit parts are an increasing problem. Eaton has launched a program to educate buyers in identifying counterfeit electronic components.
It's the Batsuit Gotham needs. An industrial design student's Batsuit can protect would-be vigilantes from fists, blunt objects, and knives.
You know you're an engineer if you chuckle whenever anyone says "centrifugal force," or you find yourself at the airport studying the baggage handling equipment.
Are you being paid enough? Do you want a better job? According to a recent survey Manpower released just before Engineers Week, employers and engineers don't see eye-to-eye about the state of US engineers' skills and experience.
Design News Webinar Series
2/25/2015 11:00 a.m. California / 2:00 p.m. New York
12/11/2014 8:00 a.m. California / 11:00 a.m. New York
12/10/2014 8:00 a.m. California / 11:00 a.m. New York
11/19/2014 11:00 a.m. California / 2:00 p.m. New York
Quick Poll
The Continuing Education Center offers engineers an entirely new way to get the education they need to formulate next-generation solutions.
Mar 9 - 13, Implementing Motor Control Designs with MCUs and FPGAs: An Introduction and Update
SEMESTERS: 1  |  2  |  3  |  4  |  5  |  67


Focus on Fundamentals consists of 45-minute on-line classes that cover a host of technologies. You learn without leaving the comfort of your desk. All classes are taught by subject-matter experts and all are archived. So if you can't attend live, attend at your convenience.
Learn More   |   Login   |   Archived Classes
Twitter Feed
Design News Twitter Feed
Like Us on Facebook

Sponsored Content

Technology Marketplace

Copyright © 2015 UBM Canon, A UBM company, All rights reserved. Privacy Policy | Terms of Service