CollabOS Admin Guide

4.4 Getting started with Sync Remote UI Access

Quick Links: Buy Select or Essential License l Sign up for Sync

Remote UI Access allows you to securely interact with CollabOS devices remotely, removing the need for physical on-site presence during setup or troubleshooting. CollabOS 1.12 introduced Sync Remote UI Access support, complementing the GoTo Resolve support added in CollabOS 1.10. For more information on GoTo resolve setup, click here.

The Sync Remote UI Access is streamed over a local network and does not require internet. This feature allows for remote troubleshooting of common device issues, including network connectivity.

Updates to Sync Remote UI Access

CollabOS 1.13 introduces the following enhancements

  • The in-room Remote UI session indicator is now red, and in-room participants in certain configurations can end an active Remote UI session directly from the controller.

  • Quick access buttons have been added to provide access to CollabOS device settings. 

    • Note: Microsoft Teams Admin Settings are not accessible via Quick Access buttons, but remain available through On-screen Controls in the remote UI.

  • A sound notification has been added when a Sync Remote UI session starts for better in-room awareness.

Capabilities and prerequisites

  • CollabOS device running CollabOS 1.12 or above.

    • Compatible devices include the Rally Bar, Rally Bar Mini, Rally Bar Huddle, RoomMate, Tap IP, Tap Scheduler, and Dock Flex. Access to Logitech Sight is available through the connected front-of-room device.

    • This feature is applicable for network-connected CollabOS devices only. 

  • Supports up to (3) external displays and (1) Tap Cat5e Kit simultaneously.

    • If a system is deployed using Tap IP, it is considered as a separate IP device. You must connect to it separately - essentially have two browser tabs open.

  • The device must be provisioned to Sync.

    • By default, only the Sync account owner and admin can access the Remote UI Access feature. You can adjust user management settings to grant access to other users.

  • Sync Remote UI Access works entirely over your corporate network. You must be on the same network as the device to use this feature. If a VPN is required, ensure it's active before starting. 

  • Local Network Access (LNA) must be enabled on a device before using Remote UI Access.

  • Google Chrome is the only supported browser for this feature.

  • Support for audio is on the roadmap for a future release.

Instant Trial Period and Subscription

All CollabOS devices come with a 30-day instant trial for Sync Remote UI Access, which can be activated upon first use. After the trial, a Select or Essential subscription is necessary for continued access. Please contact one of our reseller partners for more details.

Existing Select or Essential subscribers will have Remote UI Access on all compatible devices in a room with an associated license.

User Access Control and Access Codes

By default, Sync Owners and Admins can access the Remote UI Access feature. Either the Owner or Admin can grant access to other Sync users within the organization's user settings.

Authorized users will typically launch into a Remote UI Access session directly from the Sync portal. The device-specific access code will be seamlessly transferred to the device at that moment, and the session will start.

Additionally, authorized users can generate access codes within the Sync portal and manually enter them inside the LNA session. This is useful in case there are network issues that may prevent them from accessing the external internet.

Sync portal’s room activity log will capture whenever a user starts a Remote UI Access session or generates an access code.

Remember:

  1. Access codes are device specific and can only be used by the device it was generated for.

  2. Access codes require an accurate device system time to be validated. Custom NTP or custom configuring your device date and time could cause issues.

  3. Access codes expire after 15 minutes. You'll need to generate a new one afterward.

  4. Ten incorrect access code attempts will disable the Remote UI for 10 minutes.

  5. After 30 minutes of inactivity, you'll be logged out of Local Network Access,

  6. The code can operate offline on the device without needing the internet. However, devices must be provisioned to Sync. This is helpful for remote internet connectivity troubleshooting.

Using Remote UI Access via Logitech Sync

  1. Sign in to your Sync account, choose the desired room, and select the device you want to connect to.

  2. Click the Remote UI Access button.

  3. You may need to log into Local Network Access (LNA) for that device.

    1. Please note: a new browser tab will be created, make sure your browser’s popup settings are configured correctly.

  4. Click Start session.

Access via Local Network Access (LNA)

  1. Log in to Sync.

  2. Pick the room and device you want to access remotely, click the 3-dot icon, and choose “Remote UI Access Code.”

  3. Use the copy button to share the 16-digit access code.

  4. Login to your Local Network Access.

  5. Click Remote UI Access and click Start session.

  6. Enter the “Access Code” generated from Sync.

    Remote UI Access Interface

    The on-screen interface will be based on the actual room setup.
You can interact directly with the displays using a mouse and keyboard.
Use the 'expand view' option to enlarge a specific screen and interact.

Frequently Asked Questions

  1. Why can't I access my device after clicking ‘Remote UI Sync?

    • You need to access the Remote UI via Local Network Access. Make sure you're on the same network as the device, or use a VPN to join the same network. Otherwise, the device won't be locatable via IP.

  2. Can two users use Remote UI Access simultaneously?

    • No, Remote UI Access is available via LNA, which is designed for single-user use. When a second user logs into LNA, the first user is automatically logged out, and the second user assumes control.

  3. Why is my Sync access code failing to validate?

    • Make sure the device time is correct if you're using manual time settings. The access code uses time sync for validation, and incorrect time settings prevent the system from validating the code.

    • Ensure the code is used within 15 minutes of generation, as it becomes invalid after this period.

  4. Is simultaneous use of Go-To Resolve and Sync Remote UI access possible?

    • No, only one service provider can be selected per device. The service provider can be changed anytime by going to Settings > System > Remote UI Access > Change Service Provider.

  5. Why does Tap IP display “Open in a new TAB”?

    • Tap IP is a standalone IP device that streams separately from the main front-of-room device. This device has its own Remote UI instance and requires individual authentication.

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