How can I grant technical support remote access to the simulator?

Abby Legge Updated by Abby Legge

What does remote access mean?

In some cases, our technical support may need to get direct access to the simulation PC in order to solve a problem as efficiently as possible. For this purpose, a remote desktop software is installed on the Sim PC, which allows us to control the PC remotely. This software is NOT activated by default, but must be temporarily switched on by you at our request.

The program used is RustDesk.

What do I have to do?

If we need to control your PC remotely, we will ask you to quit the simulator to get to the Windows desktop, and then start RustDesk by double-clicking on the icon:

RustDesk will open a small window on the left side where the "Your Desktop" section can be found. There you will see an ID (e.g. 498 420 719) and below it a field with a password. This password is made visible by moving the mouse pointer over the icon with the eye and keeping it there.

As soon as you have given us the ID and password, we can access the computer and fix the problem.

After we are done, you can quit RustDesk again so that the computer can no longer be controlled remotely.

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