Solution steps:
- Click on “Devices” to open the overview of all assigned customer devices.
- Select the desired device from the list and click on it to open the detailed view.
- IMPORTANT: Make sure that no programs are currently running on the device before you start remote access. You can check whether a program is currently running in the “Operating status.” We always recommend talking to the customer on the phone at the same time.
- Click on the icon at the top right next to the 3 dots for “Start remote access.”
- A security prompt will appear asking if you really want to start remote access. Confirm this with “Connect.”
- After a short loading time, the connection will be established and you will see the customer's device screen.
Access at service level:
If you now want to access the service level of the device, you must click on one of the two block fields in your remote access window.
You can only access the service level using the wrench function from your verified Digital Service Manager account. In remote access, the service level cannot be activated via the device settings as it can on site!
If you select 
, you have full access to all functions of the service menu, including function and module tests. To do this, the customer must confirm access on site and keep the door to the cooking chamber closed.
If you select , you can open the service level without confirmation, but you cannot access any of these functions.
