Get help from Omnisim and open remote access
Write to the Omnisim team from NEXUS and, if needed, open your simulators to it for a limited time — then extend or revoke that access.
When the manual is not enough, write to the Omnisim team from NEXUS: it replies by email, usually within the day. If the problem involves a simulator, you can also open remote access to support, limited in time and revocable at any moment.
Closed by default
Without your consent, Omnisim support can do nothing on your simulators: no commands, no screenshots, no reading of logs. It only sees their status (online, in game, on standby…), just as you do on the Simulators page. Access opens when you grant it, for the duration you choose, and closes by itself when it expires.
| With your consent, Omnisim can | Omnisim will never |
|---|---|
| run diagnostic commands on the simulator | open your personal files |
| read the IGNITION and Windows logs | install software without telling you |
| take a screenshot | act outside the time you granted |
| restart IGNITION |
Every command run by support is recorded in your Log.
Send a request
Open the Support page
Open the menu at the top of the sidebar, then Support (just below Help). On mobile: More › Support, in the Account group.
Describe the problem
Fill in Subject and Description: what is happening, since when, on which simulator.
captures/en/assistance/formulaireSupport page: New request form with Subject, Description and the remote access checkboxChoose whether to open access
Leave the Allow remote access for this request box unchecked for a simple question (billing, a setting…). Check it if support needs to work on a simulator, then choose:
| Field | What to choose |
|---|---|
| Simulators concerned | One or more simulators, or All. |
| Access duration | 4 h, 24 h or 72 h. The closing date is shown below: "Closes automatically on …". |
Send
Click Send request, or Send and open access if the box is checked.
Result
- The message "Request sent. The team will reply by email." is displayed, and the request appears in My requests, with the status OPEN.
- If you opened access:
- an amber Support access open banner is displayed at the top of every NEXUS page, for administrators and for users of the centers concerned, with the simulators, the expiry and who opened it;
- in Simulators, the simulators concerned carry the Support open tag;
- the Log records Support access opened;
- the account owner receives an email "Support access opened on …", with the opening and closing dates and a link to revoke.
captures/en/assistance/bandeauAmber Support access open banner at the top of the Simulators page, with View request and RevokeExtend access
If the work needs more time, support can ask you for an extension, with a reason. Nothing changes until you have answered.
The account owner then receives an email "Access extension requested on …": the simulators, the reason given by support, the current expiry and the one that would apply if they accept, with an Accept or decline button that opens NEXUS.
Read the request
A REQUEST FROM OMNISIM SUPPORT card is displayed at the bottom of the screen: "Extend access by 24 h?", the reason given by support and the new expiry.
Answer
Click Accept to push back the expiry, or Decline to keep it.
Result
After Accept, the message "Access extended until …" is displayed, the banner shows the new expiry and the Log records Support access extended. After Decline, the expiry does not change.
Revoke access
Revoke from the banner
In the amber banner, click Revoke, then confirm.
Result
The message "Access revoked." is displayed, the banner disappears and the Log records Support access revoked. Any command that support had in progress is interrupted.
Good to know
- Access closes by itself when it expires. The Log then records Support access expired, at the time of expiry; the row appears as soon as someone opens a NEXUS page or support checks the simulator.
- Seven days at most. Extensions included, an access never lasts more than seven days from its opening. Beyond that, send a new request.
- "All" means all the simulators of your centers at the time of opening. A center manager only opens the simulators of their centers. A center created afterwards is not covered.
- The banner and the extension card update when you change page. An extension request that arrives while you stay on the same page is displayed on your next click.
- When support resolves your request, the linked access closes too. The request switches to RESOLVED in My requests.
- The banner is visible to all users of the centers concerned, including those who cannot revoke: the person in front of the simulator knows that a third party can work on it. A user limited to some centers only sees the simulators of their centers in it.
- My requests shows the requests that concern your centers. An administrator sees every request of the account. A user limited to some centers sees their own, those sent from their centers and those whose access covers one of their simulators. An administrator's request without remote access concerns the whole account: only administrators see it.
Troubleshooting
| Message | Cause | Solution |
|---|---|---|
| "Only an administrator or a center manager can open remote access. Send your request: the team will tell you whether access is needed." | Your role does not allow you to open access: the box is grayed out. | Send the request without access. An administrator will open access if support needs it. |
| "Request saved, but the email to the team was not sent. Please also write to contact@getomnisim.com." | The request is saved, but the email could not be sent. | Write to contact@getomnisim.com, quoting the subject of the request. |
| "Choose at least one simulator, or “All”." | The access box is checked with no simulator chosen. | Choose a simulator, or All, or uncheck the box. |
| "Access cannot exceed seven days in total." | Accepting the extension would go beyond seven days from the opening. | Decline the extension and send a new request with a new access. |
| "This access is already closed." | The access expired before you answered the extension. | Send a new request if support still needs to work on it. |