DALI · Concepts
Remote support
How to let Aeron support reach a station for a limited time, what they can reach, and how to end it.
Remote support (called SeRA in the console) lets an Aeron support engineer reach your station from anywhere, without you opening anything on your firewall. It is off by default, it is only ever on for a time you choose, and it ends by itself.
How it works
- The station makes an outgoing connection to Aeron's remote support service. It does not open any port for incoming connections, so nothing on your site network or firewall has to change.
- A session is only opened with the owner's permission, for a set time between 5 minutes and 24 hours.
- While a session is open, support can reach the station's console and the service shell Aeron uses for diagnosis.
- When the time runs out, the session closes by itself. You can end it sooner at any time.
- Turning it on, turning it off, changing the time limit and automatic expiry are all written to the station's activity log.
Where you control it
The SeRA card is on the System tab of the Device page, which Admins and Factory can open. It shows:
| Field | What it means |
|---|---|
| Status | Whether remote support is on |
| Session | Whether the station is actually connected to the remote support service |
| Remaining | How long the session has left |
| Timeout | How long a session lasts: 5, 10, 15 or 30 minutes, or 1, 2, 4, 8, 12 or 24 hours. The default is 30 minutes. |
Click Enable SeRA to start a session and Disable SeRA to end it. While a session is on, the card shows the access details to give to Aeron support. If remote support is on but the station cannot reach the service (for example it has no internet), the card says so in red.
See Allow remote support for the steps.
On firmware 4.1 and later
Remote support is being moved onto Live3, so that every session is approved by the station's owner and recorded in one place:
- The owner can start a session from Live3 as well as from the console. Either way, Live3 approves the session and the station checks that approval before it opens anything.
- The station holds no remote support password of its own. Live3 creates one for each session and shows it to the owner once.
- The station needs internet to start a session, and it must have been set up with Live3.
Status as of 29 Sep 2026
The Live3-approved version of remote support is written and reviewed but not yet installed on customer stations. Until it is, stations use the earlier version described at the top of this page.
When to turn it on
Only when Aeron support asks for it, and only for as long as they need. If you never want remote support on a station, leave it off; nothing else depends on it.