Enable Remote Access for Cognex Technical Support

Select the appropriate remote access solution depending on the specific requirements and infrastructure of your organization.

Virtual Private Networking (VPN) and Virtual Desktop Infrastructure (VDI) allow Cognex Technical Support to connect with network-connected devices remotely. VPN and VDI access solutions provide secure, authorized remote support personnel with access to impacted equipment when resolving issues. Make sure you have support for HTTP, HTTPS, SSH, or SCP when using these solutions.

These solutions require engagement between the IT groups of both parties so that they can properly configure the remote access solution.

Contact Cognex Technical Support to get started.

Note: For further assistance or specific configuration guidance, contact the Cognex Technical Support department directly.
Access Solution Requirements
VPN

  • A VPN-compatible router or firewall at your site or a software VPN (such as Hamachi or TeamViewer).

  • Known accessible hostname for setup.

  • VPN software to provide the Cognex Technical Support team with.

  1. Configure your VPN device (router/firewall) to enable VPN tunnels.

    For example:

    1. Set up a VPN server.

    2. Define user access controls.

    3. Select encryption protocols and specify permissions to ports.

  2. Create user accounts for Cognex Technical Support personnel with unique credentials.

    Note: At least 20 access accounts are required to ensure all support personnel have individual access.

  3. Assign the necessary permissions for accessing the required systems.

  4. Provide the Cognex Technical Support team with the VPN connection details, including the server address, login credentials, two-factor authentication, and any required VPN client software.

  5. Continuously maintain accounts and provide the Cognex Technical Support team with relevant updates on policies.

Virtual Desktop Infrastructure (VDI)

  • VDI solution (such as VMware Horizon or Citrix).

  • Sufficient bandwidth to support remote desktop sessions.

  • Software or web browser to provide the Cognex Technical Support team with.

  1. Set up a VDI instance within your network.

    For example:

    1. Configure a virtual desktop.

    2. Set resource allocations (CPU, RAM, storage, and necessary software to access Cognex equipment).

    3. Define access controls.

  2. Create dedicated VDI user accounts for the Cognex Technical Support personnel.

    Note: At least 20 access accounts are required to ensure all support personnel have individual access.
    Note: Make sure that the support personnel only have access to the necessary applications and data.

  3. Provide the Cognex Technical Support team with the connection details, including the VDI portal URL, login credentials, and two-factor authentication.
TeamViewer

  • Latest TeamViewer software installed.

  • Internet connection for simultaneous connection between on-site equipment and Cognex Technical Support.

Note: Make sure you have IT permission to change the Ethernet adapter settings on your laptop.

  1. Make sure TeamViewer is installed and running on a Windows PC connected to the EI Tunnel Manager box.

  2. Open TeamViewer to obtain the session ID and password.

  3. Share the session ID and password with the Cognex Technical Support team to enable a secure connection.
Video Conferencing Software

  • Video conferencing software application installed, such as:

    • Microsoft Teams

    • Zoom

    • Webex

    Note: Run the video conferencing software on a Windows PC connected to the EI Tunnel Manager box.

  • Internet connection for simultaneous connection between on-site equipment and Cognex Technical Support.

Note: Make sure that you have company permissions to share in a meeting and give remote control.
Note: This access option is not recommended by the Cognex Technical Support team since it limits the ability of the support team to resolve problems.

  1. Either party can schedule a meeting and share the meeting invitation link with the other party.

  2. Use the provided meeting ID or link to join the meeting at the scheduled time.

  3. Share your screen with the Cognex Technical Support.