Remote Help™ for Hypertherm CNCs
Application Note
807560 | Revision 3 | December 2015
Hypertherm Inc.
Etna Road, P.O. Box 5010
Hanover, NH 03755 USA
603-643-3441 Tel (Main Office)
603-643-5352 Fax (All Departments)
info@hypertherm.com (Main Office Email)
800-643-9878 Tel (Technical Service)
technical.service@hypertherm.com (Technical Service Email)
800-737-2978 Tel (Customer Service)
customer.service@hypertherm.com (Customer Service Email)
866-643-7711 Tel (Return Materials Authorization)
877-371-2876 Fax (Return Materials Authorization)
return.materials@hypertherm.com (RMA email)
Hypertherm Plasmatechnik GmbH
Technologiepark Hanau
Rodenbacher Chaussee 6
D-63457 Hanau-Wolfgang, Deutschland
49 6181 58 2100 Tel
49 6181 58 2134 Fax
49 6181 58 2123 (Technical Service)
Hypertherm (S) Pte Ltd.
82 Genting Lane
Media Centre
Annexe Block #A01-01
Singapore 349567, Republic of Singapore
65 6841 2489 Tel
65 6841 2490 Fax
65 6841 2489 (Technical Service)
Hypertherm (Shanghai) Trading Co., Ltd.
Unit 301, South Building
495 ShangZhong Road
Shanghai, 200231
PR China
86-21-60740003 Tel
86-21-60740393 Fax
Hypertherm Europe B.V.
Vaartveld 9
4704 SE
Roosendaal, Nederland
31 165 596907 Tel
31 165 596901 Fax
31 165 596908 Tel (Marketing)
31 165 596900 Tel (Technical Service)
00 800 4973 7843 Tel (Technical Service)
Hypertherm Japan Ltd.
Level 9, Edobori Center Building
2-1-1 Edobori, Nishi-ku
Osaka 550-0002 Japan
81 6 6225 1183 Tel
81 6 6225 1184 Fax
Hypertherm Brasil Ltda.
Rua Bras Cubas, 231 – Jardim Maia
Guarulhos, SP - Brasil
CEP 07115-030
55 11 2409 2636 Tel
55 11 2408 0462 Fax
Hypertherm México, S.A. de C.V.
Avenida Toluca No. 444, Anexo 1,
Colonia Olivar de los Padres
Delegación Álvaro Obregón
México, D.F. C.P. 01780
52 55 5681 8109 Tel
52 55 5683 2127 Fax
Hypertherm Korea Branch
#3904 Centum Leaders Mark B/D,
1514 Woo-dong, Haeundae-gu, Busan
Korea, 612-889
82 51 747 0358 Tel
82 51 701 0358 Fax
© 2015 Hypertherm Inc. All rights reserved.
Hypertherm and Remote Help are trademarks of Hypertherm Inc. and may be registered in the United States and/or other countries. All other
trademarks are the property of their respective holders.
One of Hypertherm's long-standing core values is a focus on minimizing our impact on the environment. Doing so is critical to our, and our customers',
success. We are always striving to become better environmental stewards; it is a process we care deeply about.
Remote Help for Hypertherm CNCs
Introduction
Remote Help is an Internet-based diagnostic tool that allows a remote technician and a CNC operator, and others as
necessary, to work together to troubleshoot issues with the CNC, plasma system, or cutting table. Using Remote Help,
diagnosis and repair can often be accomplished without an on-site visit from a technician. This means that cutting
machines can be returned to operation quickly and without travel and downtime.
Remote Help uses a screen sharing tool to allow a technician to securely view a CNC over the Internet and assist the
CNC operator in solving problems.
Hypertherm Technical Service uses the Bomgar™ screen sharing tool, but you can choose your own screen sharing
tool. Other screen sharing tools that are compatible with Hypertherm CNCs are TeamViewer
®
Skype
These instructions are for Bomgar™ only, but Remote Help functions in almost the same way for TeamViewer®,
ScreenConnect
For your safety, when you launch Remote Help on the CNC, the CNC switches to Control Disabled state. When in
this state, the CNC prevents motion on the cutting system. The CNC also prevents you from opening screens on the
CNC where you can execute motion, such as the Manual screen. To re-enable the CNC after the Remote Help session,
choose Setups > Enable Control.
for Business is compatible with Hypertherm CNCs that have Windows 8 or higher operating system.
These screen sharing tools are tools that you must purchase.
®
, and Skype® for Business.
®
and ScreenConnect®.
Based on your needs, you can choose between 2 procedures to start a Remote Help session. For detailed requirements,
see Requirements on page 4.
Procedure 1 overview
1. The technician generates a session key.
2. The CNC operator presses Remote Help on the Main screen in Phoenix™ and is directed to the Remote Help site.
3. The CNC operator enters the session key.
Procedure 2 overview
1. The technician creates a RemoteHelp.txt file.
2. The technician attaches the RemoteHelp.txt file to an email and sends it to the CNC operator.
3. The CNC operator saves the RemoteHelp.txt file to a USB memory stick.
4. The CNC operator inserts the USB memory stick into the CNC.
5. The CNC operator presses Remote Help on the Main screen in Phoenix™ and is automatically directed to the
Remote Help session with the technician.
Remote Help Application Note 807560 3
Remote Help for Hypertherm CNCs
Requirements
To use Remote Help, both the technician and the CNC operator must have the following:
An Internet connection
Email access (This is required for Procedure 2 only.)
Microsoft Windows
A computer mouse and keyboard
To use these instructions with Remote Help, the CNC must have Phoenix Software Version 9.76.2 or later. These
instructions do not support older versions of Phoenix.
To use these instructions with Remote Help, the technician must have the Bomgar™ Representative Console installed.
These instructions are for Bomgar™ only, but Remote Help functions in almost the same
way for TeamViewer
If you are a Hypertherm associate, contact Information Services Operations Support for
information on how to install the Bomgar™ Representative Console.
®
XP SP3 or higher (All current CNCs meet this requirement already.)
®
, ScreenConnect®, and Skype® for Business.
Bomgar™ has many features. For information on how to use more features in Bomgar™,
go to www.bomgar.com/docs
.
4 Remote Help Application Note 807560
Remote Help for Hypertherm CNCs
Procedure 1
Technicians: Generate a Remote Help session key
1. Log in to Bomgar™.
2. In Bomgar™, go to the Support menu, and click Generate Session Key.
3. For Public Portal select http://remotehelp.hypertherm.com: remotehelp.hypertherm.com.
4. Tell the CNC operator to choose Remote Help on the Main screen of the CNC.
5. When the CNC operator asks for the session key, tell him or her the 7-digit session key number.
Remote Help Application Note 807560 5
Remote Help for Hypertherm CNCs
CNC operators: Start the Remote Help session
For your safety, when you launch Remote Help on the CNC, the CNC switches to Control Disabled state. When in
this state, the CNC prevents motion on the cutting system. The CNC also prevents you from opening screens on the
CNC where you can execute motion, such as the Manual screen. To re-enable the CNC after the Remote Help session,
choose Setups > Enable Control.
1. On the Main screen of the CNC, choose Remote Help. A confirmation message displays contact information for
your table manufacturer.
6 Remote Help Application Note 807560
Remote Help for Hypertherm CNCs
2. On the confirmation window, choose Ye s. The login window for Remote Help appears with the on-screen keyboard.
This is the default link when there is not a RemoteHelp.txt file on a USB memory stick in
the CNC.
3. In the Remote Help Connection Data field, see that the default link already appears. Choose OK.
4. A window appears, asking if you need the
on-screen keyboard. Choose Yes or No.
5. The Internet browser opens to
www.remotehelp.hypertherm.com
technician for the session key.
. Ask the
Remote Help Application Note 807560 7
Remote Help for Hypertherm CNCs
6. Enter the session key, and choose Submit.
Each session has a unique session key. You must get a key from a technician every time
you start Remote Help.
7. If a notification bar appears, choose the notification bar, and then choose Download File.
How the messages in step 7 – step 9 display depend on the version of Internet browser that you have.
8. The File Download window or bar appears. Choose Run.
9. If a confirmation window appears, choose Run.
10. The Bomgar™ chat window appears. Wait for the technician to accept the session.
You cannot use the chat window until after the technician accepts the session.
Bomgar™ has many features. For information on how to use more features in Bomgar™,
go to www.bomgar.com/docs
.
Technicians: Accept a Remote Help session
Continue to Technicians: Accept a Remote Help session on page 14.
Procedure 2
Technicians: Start a Remote Help session
These instructions are for Bomgar™. The process to create a session key varies depending on the screen sharing tool
that you use.
If the CNC operator does not have email access, go to Procedure 1 on page 5.
8 Remote Help Application Note 807560
1. Log in to Bomgar™.
2. In Bomgar™, go to the Support menu, and click Generate
Session Key.
3. For Public Portal select http://remotehelp.hypertherm.com:
remotehelp.hypertherm.com.
4. Click Copy URL.
Remote Help for Hypertherm CNCs
5. Open Notepad.
a. On your computer, go to Start.
b. Enter notepad into the search bar.
c. Click Notepad.
6. Paste the URL into the text file.
7. Save the file as RemoteHelp.txt.
The name of the file is important. Name the
file exactly RemoteHelp.txt. Do not change
the capitalization or add spaces.
Remote Help Application Note 807560 9
Remote Help for Hypertherm CNCs
8. Open a new email.
9. In the To field, enter the email address of the
CNC operator.
10. Attach the RemoteHelp.txt file to the email.
It can be helpful to include basic instructions
in the email. To find instructions for the CNC
operator, go to CNC operators: Start a
Remote Help session on page 11.
11 . Click Send.
10 Remote Help Application Note 807560
Remote Help for Hypertherm CNCs
CNC operators: Start a Remote Help session
Before you begin:
Prepare to receive the RemoteHelp.txt file from the technician via email. If you do not have email access, see
Procedure 1 on page 5.
Get a USB memory stick.
Connect a computer keyboard and mouse if you want to use the Bomgar™ chat.
For your safety, when you launch Remote Help on the CNC, the CNC switches to Control Disabled state. When in
this state, the CNC prevents motion on the cutting system. The CNC also prevents you from opening screens on the
CNC where you can execute motion, such as the Manual screen. To re-enable the CNC after the Remote Help session,
choose Setups > Enable Control.
1. Save the RemoteHelp.txt file from the email to a USB memory stick.
2. Insert the USB memory stick into a USB port on the CNC.
3. On the Main screen of the CNC, choose Remote Help. A confirmation message displays contact information for
your table manufacturer.
Remote Help Application Note 807560 11
Remote Help for Hypertherm CNCs
4. On the confirmation window, choose Ye s. The login window for Remote Help appears with the on-screen keyboard.
The link is loaded from the RemoteHelp.txt file on the USB memory stick.
The link for each session and screen sharing tool is unique. The link will be different for
each session that you start or screen sharing tool that you use.
5. In the Remote Help Connection Data field, see that the session link already appears. Choose OK.
The link for each session will be different. If you use a different screen sharing tool, the
link will also be different.
6. A window appears, asking if you need the
on-screen keyboard. Choose Yes or No.
7. The Internet browser opens. If a notification bar
appears, choose the notification bar, and then
choose Download File.
How the messages in step 7 – step 9 display depend on the version of Internet browser you have.
12 Remote Help Application Note 807560
8. The File Download window or bar appears. Choose Run.
9. If a confirmation window appears, choose Run.
10. Choose Yes on the confirmation window.
11 . The Bomgar™ chat window appears. Wait for the technician
to accept the session.
You cannot use the chat window until after the technician
accepts the session.
Bomgar™ has many features. For information on how to
use more features in Bomgar™, go to www.bomgar.com/docs
Remote Help for Hypertherm CNCs
.
Remote Help Application Note 807560 13
Remote Help for Hypertherm CNCs
Technicians: Accept a Remote Help session
1. After the CNC operator runs Bomgar™, you receive a New Session notification.
2. To start the session, click Accept.
3. Click Screen Sharing to take control of the CNC
and desktop.
14 Remote Help Application Note 807560
Technicians: End a Remote Help session
1. Click the red X in the upper right panel.
Remote Help for Hypertherm CNCs
2. Click End Session to end the Remote Help session.
Remote Help Application Note 807560 15
Remote Help for Hypertherm CNCs
CNC operators: End a Remote Help session
For your safety, when you launch Remote Help on the CNC, the CNC switches to Control Disabled state. When in
this state, the CNC prevents motion on the cutting system. The CNC also prevents you from opening screens on the
CNC where you can execute motion, such as the Manual screen. To re-enable the CNC after the Remote Help session,
choose Setups > Enable Control.
1. On the Bomgar™ chat window, choose the red X.
2. Choose Yes to end the session.
3. Choose OK.
4. A second Internet browser window opens. Close both
Internet browser windows.
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