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Welcome to ONEX RF live tech support site

ONEX RF helps our customers to troubleshoot system problems or tune RF welding systems remotely using our remote-assist program. ONEX RF engineers can view your desktop and share control of your mouse and keyboard to troubleshoot process related problems. An internet connection is necessary for us to be able to connect to the system remotely.

Step 1:

Option 1: PLC and Regular HMI system (ONEX older machines) - Connect your computer to the system's Ethernet port on the PLC or Ethernet Switch. Wireless internet connection is recommended. Computer must have PLC and HMI program.

Option 2: PLC and PC based HMI system (ONEX new machines) - Connect the system Ethernet port directly to the network that has internet access.

Step 2:

Launch Internet Explorer to access the ONEX RF website while connected to the machine.

Step 3:

Call ONEX RF at 1 626-358-6639 to obtain your connection code

Step 4:

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You'll be directed to our Live Remote Assistance page where you will enter your unique connection code.

Step 5:

Enter in your code in the space provided and click the "Click-Here" button to initiate the screen-sharing session

Step 6:

You are prompted to download a small virus-free plug-in

For medical and other device manufacturing companies - this service allows us to securely connect to your PC without any IT department involvement or firewall restrictions.

With your permission, our engineer can view your screen and share control of your mouse and keyboard. Remember: You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.

How does this service work?

Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows our engineer to view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times.

Can an ONEX RF engineer look through files without my knowledge?

Absolutely not. ONEX RF engineer sees only what you see and permit him to see on your screen. Before the ONEX Engineer views your screen, he will ask for your permission and request that you close all documents containing private information.

How is security maintained?

At the beginning of a screen-sharing session, you and ONEX support engineer are connected via a communication server. The screen data that is passed between you and ONEX during a session is highly compressed using proprietary technology that can be viewed only with GoToAssist software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, ONEX can no longer see your screen or access your computer unless you make another explicit request for support.

What are the minimum requirements for my computer and Internet connection?

Is the plug-in virus free?

Yes, the plug-in is safe. We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in.

What is the size of the file that I will download to engage in a screen-sharing session with my support representative?

The file size ranges between 329 kb and 580 kb.

Are there any files or folders left on my computer after the session ends?

The downloaded file stays on your computer; however, the file is useless without a new "encryption key." To download a new encryption key, you would need to initiate a subsequent session with our support representative. Screen-sharing sessions have to be initiated by you, not a support representative.