Remote support that fixes faults without a site visit
Most stoppages are not mechanical. A sensor needs adjusting, a recipe value is wrong, an alarm needs explaining, or a new product needs a parameter change. With remote access, a Centreline engineer can connect to the machine’s controller and operator screen, see exactly what your operators see, and walk them through the fix or make the change directly.
That means less downtime, no waiting for a technician to travel, and faster answers for sites far from Melbourne, interstate or overseas.
How our remote access works
We run our own secure remote access service, built and managed by Centreline. We do not rely on consumer screen-sharing tools or shared third-party accounts.
- A dedicated gateway for the machine. Each site is fitted with its own small gateway. It connects to the machine’s control network on one side, and to the internet on the other, through your site network or its own mobile connection.
- Outbound connections only. The gateway calls out to our server. You do not need to open inbound ports on your firewall or give us a way into your corporate network.
- Encrypted VPN tunnels. All traffic between the machine and our engineers travels through encrypted tunnels via our own VPN server. Nothing crosses the internet in the clear.
- Machine network kept separate. Each site gets its own address range, and the gateway connects to the machine’s network, not your office network. Remote traffic is passed only to the machine side, never into your site network.
- Registered devices only. Only Centreline computers registered on our server, each with its own cryptographic key, can connect. Any device’s access can be withdrawn at once.
- Commissioned to a checklist. Every gateway is set up, tested and backed up to a documented procedure, with its own secure passwords recorded centrally.
You stay in control
The gateway is a separate box you can see and touch. Switch it off or unplug it and remote access stops, immediately and completely. Some customers keep it powered off day to day and turn it on only when they call us for help.
If your IT team has its own security requirements, we will work with them before installation. We can explain the setup in detail, connect through your preferred network path, or use a mobile connection that stays off your network entirely.
What our engineers can do remotely
- Diagnose faults and alarms, and explain what triggered them
- Check sensor, drive and servo status in real time
- Adjust settings and recipes, or set up a new product or pack format
- Update the machine’s control program and operator screens
- Back up the program so it can be restored quickly
- Train new operators and maintenance staff on screen
- Help your maintenance team during a breakdown, step by step
Anything that needs hands on the machine, such as replacing a worn part, still needs a visit. Remote diagnosis means we arrive with the right spare parts the first time.
Common questions
Is remote access to my machine secure?
Yes. Connections are encrypted, start from the machine outward, need no open inbound firewall ports, and are limited to registered Centreline computers. You can stop access at any time by switching the gateway off.
Do I need to change my firewall or IT network?
Usually not. The gateway only needs an outbound internet connection. If you prefer to keep the machine off your network altogether, we can use a mobile connection instead.
Can you see the rest of my network?
No. The gateway connects to the machine’s own network, and remote traffic is passed only to that side. With a mobile connection, the gateway does not touch your site network at all.
Can remote access be added to an older Centreline machine?
In most cases, yes. We can retrofit a gateway to machines we have built in the past, depending on the controller fitted. Contact us with the machine’s serial or job number and we will check.
Is remote support part of a service agreement?
Remote support can be included in a service level agreement, or booked as needed. Ask us which option suits your site.
What does the machine need?
A spare network connection or mobile signal near the control cabinet, and a controller we support. We confirm both before the machine leaves our workshop.
Production data, too
Your machine can also send production data to a cloud dashboard, so you can see output, downtime and alarms as they happen. See machine data analytics.
To add remote access to a new or existing machine, get in touch with our service team.