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DALI · How-to guides

Allow remote support

Let an Aeron support engineer reach the station for a set time, and end the session.

Goal: Aeron support can reach the station for as long as you allow, and no longer.

Remote support is called SeRA in the console. It is off by default, it only opens an outgoing connection, and it ends by itself. See Remote support.

Before you start

  • You need the Admin role on the station, or to be its owner in Live3.
  • The station needs internet.
  • Only turn it on when Aeron support asks, for as long as they need.

Steps

  1. 1

    Open the SeRA card. Go to Device, System tab, and find the SeRA card.

  2. 2

    Choose how long. Set Timeout: 5, 10, 15 or 30 minutes, or 1, 2, 4, 8, 12 or 24 hours. The default is 30 minutes.

  3. 3

    Turn it on. Click Enable SeRA.

  4. 4

    Give support the access details. The card shows an Access Link and an Access Password. Share them with Aeron support over the channel they asked you to use.

  5. 5

    End it when support is done. Click Disable SeRA and confirm. Otherwise it ends by itself when Remaining reaches zero.

From Live3, on firmware 4.1 and later

Remote support is moving onto Live3, so that the owner approves every session in one place. The owner turns it on for the station in Live3 (on the web or in the Live3 app), with the same choice of time limit, and Live3 shows the session password once. As of 29 Sep 2026 this version is not yet installed on customer stations.

Check it worked

On the card, Status shows Enabled, Session shows Active, and Remaining counts down. Turning it on, turning it off, changing the timeout and expiry are all written to the Activity Logs.

If something goes wrong

  • Status shows Enabled, not connected, with a red line under it: the station cannot reach the remote support service. Check its internet connection.
  • There is no Enable SeRA button. The station has not been set up with Live3 yet. Contact Aeron support.