Learn about Applied Electronics' VAST: Our Virtual Applied Service Technician

Do you need technical service but you are located in a remote area or unable to wait for a service technician to make a scheduled on-site service call? Applied Electronics has the solution for you.

We want you to meet our Virtual Applied Service Technician (VAST). VAST is a reliable system that allows you to safely connect with one of our expert Service Technicians through a secure online portal. We then will diagnose and service technical issues right away. How great is that!

Let's take a closer look at how the VAST solution works and what it includes.

What is VAST?

Here at Applied, we understand the importance of having impeccable uptime in any technology space. It can especially be a big problem when you do have a random outage and need a service technicain but they can take upward to 2 hours to get to the site. That is why we created The Virtual Applied Service Technician (VAST) solution. VAST is a reliable system that allows you to safely connect with one of our expert Service Technicians through a secure online portal. It's a fast, secure, and reliable on-site technical resource for clients located anywhere in Canada to get back online as fast as possible.

Using our Applied Electronics’ remote desktop connection platform, an Applied Electronics Service Technician can troubleshoot, diagnose, monitor, and in most cases, solve an issue quickly - and cost-effectively - remotely from one of our six service centers across Canada.

Applied Electronics' VAST solution, simply put, is a small form factor PC that is integrated into the client’s AV or Broadcast system. The VAST system will contain all of the relevant software and applications for the client’s installation, allowing a service technician to securely access and service the AV or Broadcast system remotely.

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How does the VAST System Work?

Once our Service Technician has been contacted and the issue is diagnosed, they will use our secure remote desktop connection to take control of the client’s computer. This will allow them to see what the technician is seeing on their screen as if they were right in front of it. Our Service Technician can then walk the client through how to fix the issue, or if needed, take control of the system and solve it for them.

This whole process can be done without ever leaving your office or home, which means significantly reduced system downtime while waiting for a technician to show up!

What does the VAST System Include?

The VAST system can provide the Client with:

• Periodic System Diagnostic
• Checks System Hardware Firmware Upgrades
• Faster Initial Service Response Times
• The service technician does not have to drive to the site.

How Does the VAST System Work?

The PC has two network ports and built-in Wi-Fi to accommodate most client situations. (Fig. a)

For the client's comfort, the security protocols of the VAST system were essential. Under normal circumstances, the VAST system is disabled.

When service is required, a member of the Client’s technical staff will activate the VAST system allowing Applied Electronics to access the system under the client’s supervision.

When the service session is completed, the VAST system is powered off. The procedure is similar to allowing a Service Technician access to the guest's internet. In situations where access to the internet is not possible due to site policy, a USB-powered Internet Stick can be used as an option.

The Benefits of the VAST Solution

As a part of, or in addition to, your Applied Electronics Service Contract:

• The VAST system can connect you to one of our expert Service Technicians and assist in diagnosing issues without having to wait for a scheduled on-site service call.
• Software issues (Control System, Audio System, Video System) can be monitored and diagnosed remotely and in most cases fixed.
• Equipment issues can be assessed. Not all issues can be solved remotely; however if equipment needs to be repaired or replaced, the process can be started sooner than waiting for a scheduled service call. Note that an on-site call will be required to replace or Re & Re the equipment for repair.
• Periodical diagnostic checks can potentially reduce service calls and room downtime by Upgrading system firmware, Checking Projector Bulb Life, Checking equipment temperature (if reportable), Running system self-tests.

Applied Electronics’ VAST Solution Deployment Case Studies

City of Toronto Council Chambers

Issue: Periodic system shutdowns during council meetings.

• The VAST system was set to monitor and log the AV System processor.
• The error log determined that the processor watchdog timer was triggering a system hardware reset, rebooting the AV system.
• It was determined that the AV Processor (Crestron AV 2-Series) was faulty and because of its age (over 10 years), it was replaced with the current AV 3-Series.
• The Crestron 3-Series processors run up to 5x faster than their predecessors and are capable of handling multiple tasks simultaneously. This allows the CPU to run under 40% load in this case.

Legislative Assembly of New Brunswick

Issue: New Ross Carbonite Switcher does not appear to receive Auto DSK command from a GPIO Trigger.

• The MAXX360 recorder/player is connected to a Crestron Control system to trigger playlist GPO triggers from the MAXX360. The newly installed ROSS Carbonite switcher was not acting on these GPI triggers.
• An Applied Electronics service technician connected to the VAST PC via a remote desktop connection and used the onboard application software to monitor the chain of events from the MAXX trigger to the Ross Switcher. It was determined that the command sequence to the Ross Switcher was correct, so the issue was the GPO trigger to the system controller.
• The issue was resolved by determining that the MAXX GPO triggers were occurring on the wrong GPO outputs. The playlists were edited and the system was again working properly.
• The issue was resolved without having to send a technician to New Brunswick for a simple fix and avoided expensive Travel and Hotel charges.

Applied Electronics' VAST system is a great solution to get fast, reliable, secure service that you need without having to wait!

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