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Features
F1. What is installed with the BeckmanConnect Remote Support?
F2. How does BeckmanConnect Remote Support work?
F3. How can BeckmanConnect Remote Support help me in the lab?
F4. Can a lab user connect remotely to the instrument controller PC?
F5. Do medical devices have the file transfer feature available during remote desktop
sharing sessions?
Notifications
N1. How does the notification feature work?
N2. What type of notifications will be sent to the instrument?
N3. Where can I find information on resolving a notification?
N4. Where can I review a list of unresolved notifications on the instrument controller
system?
N5. Why does a notification appear in the Windows Notification center, but not the
BeckmanConnect notification client?
N6. Why doesn’t the Vi-CELL Blu Windows 10 system receive OS notifications?
N7. Why doesn’t my system receive OS notifications?
Installation
I1. Are there any prerequisites for BeckmanConnect Remote Support?
I2. I have previously installed an older version of BeckmanConnect; do I need to
upgrade?
I3. I already have a version of TeamViewer installed. Do I need to remove it before
installing BeckmanConnect Remote Support?
I4. Is any information being collected from the BeckmanConnect installer?
I5. Is administrator-level operating system access required for BeckmanConnect
installation?
The purpose of this document is to answer frequently asked questions. If you have any additional
questions, please contact [email protected]
FAQ Index
BeckmanConnect Remote Support: Frequently
Asked Questions (FAQs)
TECH INFO BULLETIN
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I6. Will using BeckmanConnect Remote Support aect the controller PC’s performance?
I7. Does BeckmanConnect require a virtual private network (VPN)?
I8. Does the computer or device where BeckmanConnect is installed need a fixed IP
address?
I9. Do BeckmanConnect Remote Support components need to be manually started each
time the computer is rebooted?
I10. I want to remove BeckmanConnect from my system; what steps do I follow?
I11. Why is BeckmanConnect Remote Support installer unable to complete installation?
I12. Does the IP address of the Beckman Coulter instrument controller need to be
accessible from the Internet?
I13. Why isn’t the content above the acknowledge checkbox loading in the installer? /
Why can’t I click next on the acknowledge screen?
I14. Why does BeckmanConnect installer provide a network error during installation?
I15. Why does BeckmanConnect installer say my instrument is not eligible?
I16. Why doesn’t the BeckmanConnect installer open on an AQUIOS CL or Vi-CELL BLU
Windows 10 PC?
Security
S1. Can the controller PC be accessed without my knowledge?
S2. Are the file transfers through TeamViewer on non-medical devices logged?
S3. Are remote desktop sessions logged?
S4. Who within Beckman Coulter will have access to this solution and my instrument?
S5. How is communication via BeckmanConnect Remote Support achieved? What about
proxy servers or firewalls?
S6. Does BeckmanConnect use industry-recognized security and communications
protocols?
S7. Are BeckmanConnect Remote Support servers GDPR compliant?
S8. Will BeckmanConnect provide protection against viruses?
Features
F1. What is installed with the BeckmanConnect Remote Support?
• The notification client, upgrade utility, and a customized version of TeamViewer are
installed with BeckmanConnect Remote Support 2.0 and higher.
• For detailed component information, review the security document available
on the BeckmanConnect Remote Support site (http://www.beckman.com/
beckmanconnect).
F2. How does BeckmanConnect work?
There are three features installed with BeckmanConnect Remote Support: upgrade client,
notification client, and remote desktop sharing client.
• Notification Client (always installed)
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Allows customers to receive on-screen notifications about the status of
BeckmanConnect Remote Support components and the instrument. Review the
notification document on the BeckmanConnect Remote Support site for additional
information (http://www.beckman.com/beckmanconnect).
• Upgrade Client (always installed)
Notifies customers when new BeckmanConnect Remote Support features are
available through a BeckmanConnect Remote Support software upgrade. Review
the screens in the installer or the BeckmanConnect Remote Support website
(http://www.beckman.com/beckmanconnect) for information on the new features.
• Remote Desktop Sharing Client (TeamViewer, installed by default)
Remote desktop sharing technology allows Beckman Coulter hardware and
application support specialists to establish a secure desktop sharing session to
resolve customer issues. Once system access is granted, a privacy-trained Beckman
Coulter operator can connect directly to the workstation for enhanced visibility to
quickly identify the issue and expedite resolution. File transfer is available only on
non-medical devices.
In cases that require onsite remediation, these features allow our remote support
specialists to more eciently collect the necessary data to prepare a field support
engineer with the right plan of action, tools and any related parts for quick onsite
resolution.
F3. How can BeckmanConnect Remote Support help me in the lab?
BeckmanConnect Remote Support is designed to improve your lab’s productivity and
system uptime with fast, ecient support when you encounter system or software issues.
This real-time, expert support can help minimize workflow disruptions and related costs:
• Fast, ecient problem resolution
• Seamless software upgrades, reloads or configuration changes
• Less operator time spent troubleshooting through trial & error
• Remote desktop and file sharing allow service team to perform in-depth diagnosis
and assist with problem solving
• Faster onsite issue resolution (when needed)
F4. Can a lab user connect remotely to the instrument controller PC?
No, to ensure the security and confidentiality of instrument data, remote access is
restricted to Beckman Coulter associates. Laboratory-specific adjustments to the remote
access list are not possible.
F5. Do medical devices have the file transfer feature available during remote desktop
sharing sessions?
No; to protect confidentiality of PHI, medical devices have the file transfer feature disabled.
If file transfer is made available to medical devices the feature will be listed as a feature in
the installer during upgrades or new installs and require lab approval to be installed.
Notifications
N1. How does the notification feature work?
Messages are sent to the Windows Notification center upon detection of the issue up
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to once a day per notification type. If the system is oine, the system will present the
notification upon reboot in the Windows Notification center if the system is online within
24 hours of the notice being generated. If the system is not online within 24 hours, a
notice will not be sent to the Windows Notification center until next message is generated.
Message Sent to Windows Notification center will show briefly on screen, and previously
sent messages will be viewable from the comment icon in the lower right corner. Click on
the notification or the BeckmanConnect notification client icon to load the notification
client interface.
Note: Task tray icons may be hidden until ^ is clicked.
The pull-down menu within the notification client may be used to silence Windows
notifications for a period. Once you set a delay (snooze) time, the setting is locked for the
remaining of the selected time period.
The BeckmanConnect notification client will always show all unresolved notifications. If
there is an unresolved notification, users receive a notification in Windows upon startup:
Your system has unresolved notifications. Review the notification document on the
BeckmanConnect Remote Support website (www.beckman.com/beckmanconnect) for
more details on notifications.
N2. What type of notifications will be sent to the instrument?
Notices will be sent regarding contract expirations, problems with BeckmanConnect
configuration, and available updates for BeckmanConnect Remote Support. Future
notifications may indicate 1) availability of software and hardware upgrades, 2) new
training opportunities, and 3) service oerings. Once BeckmanConnect Diagnostic
Support is available for your instrument and the instrument is enrolled, future notifications
may indicate predictions of pending failures.
N3. Where can I find information on resolving a notification?
Windows 10 Windows 7
Windows 10 Windows 7
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Click on the notification message to bring up the BeckmanConnect notification client, or
click on the notification client icon in the task tray and then select Click here for resolution
information. See N1 images of the notification client. Alternatively, you may visit www.
beckman.com/beckmanconnect and click on the notification link to review instructions to
resolve notifications.
N4. Where can I review a list of unresolved notifications on my system?
You may click the notification or the BeckmanConnect icon in the task tray to see a list
of active notifications and access a link to the resolution webpage.
N5. Why does a notification appear in the Windows Notification center, but not the
BeckmanConnect notification client?
The BeckmanConnect notification client will show only unresolved notifications. If the
BeckmanConnect notification client window is open, it must be closed and reopened to
refresh the notification list. If the notification is not visible in the client after receiving the
onscreen message (see N1), the notifications in the Windows Notification center may have
been generated within the last 24 hours before the issue was resolved, and were delayed
in delivery due to the PC being oine. Messages within the Windows Notification list will
remain until a reboot or until clicked.
N6. Why doesn’t the Vi-CELL Blu Windows 10 system receive OS notifications?
Some Windows 10 systems have notifications disabled. Follow the steps below to enable
notifications. If assistance is needed, contact connect@beckman.com
a) Login as ViCellAdmin per the Vi-CELL Blu instructions for use.
b) Open gpedit from start menu.
c) Navigate to Local Computer Policy\User Configuration\Administrative Templates\
Start Menu and Taskbar\Notifications and set “Turn o toast notifications” to disabled.
d) Each OS user must enable notifications separately. In start menu, type Notification
and select Notification and Actions settings. Toggle “Get Notifications from apps and
other senders” to the on position.
N7. Why doesn’t my system receive OS notifications?
The system must have the correct date, time, and time zone configured to receive OS
notifications. Restart the PC after changing these settings. If these settings are correct
and your system is not receiving notifications, contact connect@beckman.com.
Installation
I1. Are there any prerequisites for BeckmanConnect Remote Support?
BeckmanConnect Remote Support requires .NET Framework Runtime, which will be
installed by the BeckmanConnect Remote Support installer if it is not already present on
the controller PC.
For Navios and Navios EX Windows 10 systems, your system must have McAfee antivirus
definitions updated or the antivirus program may block installation of BeckmanConnect.
I2. I have previously installed an older version of BeckmanConnect; do I need to upgrade to
BeckmanConnect Remote Support?
Your existing installation will continue to function without an upgrade. However, an
upgrade is necessary to obtain the new features such as notifications .
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I3. I already have a version of TeamViewer installed. Do I need to remove it before installing
BeckmanConnect Remote Support?
Yes, any installation of TeamViewer (other than the installation by BeckmanConnect
v1.0-1.7.3) must be removed before installing the Remote Support Feature available in
BeckmanConnect Diagnostic Support. When prompted during the removal of TeamViewer
to close TeamViewer before uninstalling, press the Retry button or automatically close
application button on the prompt instead of selecting Exit TeamViewer from the task tray
icon to close the program.
If TeamViewer settings are detected on the system, BeckmanConnect installation will not
proceed. On the uninstallation screen, if prompted, check the “Remove Settings” box
before proceeding with the uninstall. If this step is missed, reinstall TeamViewer and then
uninstall again with the “Remove Settings” box checked.
I4. Is any information being collected from the BeckmanConnect installer?
Name, email, system ID and serial number are collected during all installations. Please
review the privacy notice during upgrades or new installs for details on the information
being collected by BeckmanConnect Remote Support software and how it will be used.
I5. Is administrator-level operating system access required for BeckmanConnect
installation?
Yes, the user installing BeckmanConnect Remote Support must have administrator-level
access during installation. Once installed, BeckmanConnect Remote Support may be used
without administrator access.
I6. Will using BeckmanConnect Remote Support aect the controller PC’s performance?
No. Communication between BeckmanConnect Remote Support software and the cloud
servers requires minimal network bandwidth.
I7. Does BeckmanConnect require a virtual private network (VPN)?
No. Encrypted communication channels are established from the Beckman Coulter
instrument controller PC (via BeckmanConnect Remote Support components) to the
necessary servers without the use of a VPN.
I8. Does the computer or device where BeckmanConnect is installed need a fixed IP
address?
No BeckmanConnect does not use the IP address of the controller to establish or maintain
a connection.
I9. Do BeckmanConnect Remote Support components need to be manually started each
time the computer is rebooted?
No. All components of BeckmanConnect Remote Support run in the background of the
operating system and auto-restart when the computer is rebooted.
I10. I want to remove BeckmanConnect from my system; what steps do I follow?
• For TeamViewer client only installs (where BeckmanConnect is not listed in add/
remove program), remove TeamViewer client using Add/Remove programs in the
control panel. Then email connect@beckman.com to update the instrument’s
service records to remove remote support availability.
• For BeckmanConnect client installs (version under 2.0), remove BeckmanConnect
and TeamViewer using Add/Remove programs in the control panel. If you want
to update service records to remove remote support availability, select Yes at the
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BeckmanConnect Unregister prompt. If you are immediately reinstalling to correct
a problem, select No at the BeckmanConnect Unregister prompt.
• For BeckmanConnect client installs (version above 2.0), remove BeckmanConnect
using Add/Remove programs in the control panel. Removal of BeckmanConnect
Remote Support will remove TeamViewer (if unaltered) and all other components.
If you want to update service records to remove remote support availability, select
Yes at the BeckmanConnect Unregister prompt. If you are immediately reinstalling
to correct a problem, select No at the BeckmanConnect Unregister prompt. If
TeamViewer remains on the instrument controller PC, remove it from control panel.
I11. Why is BeckmanConnect Remote Support installer unable to complete installation?
Please ensure you are logged into the Windows controller PC as an administrator, and that
your controller is running the operating systems required for enrollment as outlined on the
networking document, and internet access is available. If you still experience problems,
send installation log files to connect@beckman.com for assistance.
I12. Does the IP address of the instrument controller PC need to be accessible from the
internet?
The IP address for the instrument controller doesn’t need to be visible from outside the
local area network. All communication is outbound over port 443.
I13. Why isn’t the content above the acknowledge checkbox loading in the installer? / Why
can’t I click next on the acknowledge screen?
Ensure you have Edge or Internet Explorer 11 (or higher) installed and TLS 1.2 is enabled in
internet options in control panel.
I14. Why does BeckmanConnect Remote Support installer provide a network error during
installation?
The installer must be able to communicate with Beckman Coulter servers and TeamViewer
servers. If you receive this error, please ensure your PC can reach www.beckman.com and
www.teamviewer.com. Contact connect@beckman.com with questions.
I15. Why does BeckmanConnect installer say my instrument is not eligible?
For the installer to successfully validate eligibility, you must:
• Be located in a supported geography for the BeckmanConnect installer
• Correctly enter the serial number and matching system ID for a supported
instrument
Please visit your country’s BeckmanConnect website for a list of supported instruments.
I16. Why doesn’t the BeckmanConnect installer open on an AQUIOS CL or Vi-CELL BLU
Windows 10 PC?
You must run the certificate update utility before you can run the BeckmanConnect
installer.
Obtain the certificate update utility by visiting the www.beckman.com/beckmanconnect
website and clicking on the AQUIOS CL- and Vi-CELL BLU-specific registration button.
Follow the instructions on the registration page to run the utility. After the utility has
successfully run on the controller PC run the BeckmanConnect installer.
Security
S1. Can the controller PC be accessed without my knowledge?
Before a remote support session is connected, the lab operator must provide a unique
password, which is reset after each session, and approve the connection request. Remote
desktop sharing, remote control and file transfer sessions (on non-medical instruments)
must be separately pre-approved in the system by the operator. TeamViewer is configured
to permit connections only by Beckman Coulter associates.
However, if there are any alterations to TeamViewer, such as removing and reinstalling a
dierent version of TeamViewer, Beckman Coulter can no longer secure the TeamViewer
client with these restrictions. If the security policies of your system are altered or missing,
you will receive an onscreen notification.
S2. Are the file transfers through TeamViewer on non-medical devices logged?
Yes, all file transfers are logged on the support servers for 1 year. Please contact connect@
beckman.com to request a file transfer log for your instrument.
S3. Are remote desktop sessions logged?
Yes, all remote desktop sessions are logged on the support servers for 1 year. Please
contact connect@beckman.com to request a remote session log for your instrument.
S4. Who within Beckman Coulter will have access to this solution and my instrument?
Access is restricted to Beckman Coulter support associates who are trained on data
privacy regulations and rules for your region.
S5. How is communication via BeckmanConnect Remote Support achieved? What about
proxy servers or firewalls?
Communication works through firewalls and proxy servers allowing HTTPS protocols
on port 443 to pass through. In some cases, the lab firewall or proxy configuration may
prevent the BeckmanConnect installer from communicating with the Beckman Coulter or
TeamViewer servers.
S6. Does BeckmanConnect use industry-recognized security and communications
protocols?
Yes; please review the security document on the BeckmanConnect Remote Support
(www.beckman.com/beckmanconnect) website for details on communication and
encryption protocols.
S7. Are BeckmanConnect Remote Support servers GDPR compliant?
Yes, the Beckman Coulter servers used to service BeckmanConnect Remote Support
enrolled instruments in the EU are located within the EU. TeamViewer does not store any
protected health information (PHI) or personally identifiable information (PII) about your
laboratory or instrument, and claims GDPR compliance on their website.
S8. Will BeckmanConnect provide protection against viruses?
Virus protection is not oered through BeckmanConnect Remote Support. Review the
PC networking document on the BeckmanConnect Remote Support website and the
instrument IFU for malware protection guidance.
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