netConnect is a technician-driven IP-based tool for diagnosing and troubleshooting hardware failures, software issues, and configuration related problems by establishing a remote desktop connection with the CE device. Technicians use a web browser that allows them to access the consumer’s CE device via the Internet through the UpdateLogic Network Operations Center (NOC).  With the consumer’s permission, the technician can engage in a virtual on-site support session to view and take control of the consumer’s device, operate the device remote control, listen to and view the device’s audio/video output, and more.

Using netConnect, the support technician can more quickly and accurately diagnose problems by seeing the video output of the device rather than having consumers try to describe the issue.  netConnect streamlines the support process, allowing technicians and consumers to focus on solving the problem rather than trying to describe the issue. Most problems are solved in a fraction of the time it would take without netConnect.

Most support calls require some action to be taken by the consumer in order to resolve the issue. The technician needs the consumer’s help. The interaction between the consumer and technician is streamlined while on the phone by using netConnect’s virtual classroom capabilities. A replica of the consumer’s remote control can be displayed on the screen and the technician can walk the consumer through the specific step-by-step process to configure the device or resolve the issue. As such, the consumer becomes more educated and more comfortable with the remote and device – perhaps able to resolve future problems without technical support!