Our customer little hospital in district town called us because of low IDs of samples produced by our MBT mass spec.
During the call was found out that direct remote connection is not possible and the user was unfortunately not even able to check whether the LAN cable is connected to the instrument. It turned out that internet connection was cut off by local IT from security reasons. Fortunately the user has a cellphone with data available so we started AIRe link session and guide the user to check and adapt the method at the instrument. When the session ended the instrument was back in successful operation. In this case, AIRe link saved us a 400 km trip and 6 hours of travel not mention we did not have the resource available so quickly to go onsite.
