Solution
Remote diagnosis from guided customer and site video
Many faults can be identified from the right five pieces of visual evidence. The difficulty is making sure those five arrive.
No app. No customer account. No live video call.
How can service organisations diagnose problems without attending site?
Guided capture prompts the customer or operator for exactly the evidence a diagnosis requires: the fault in operation, the error message, the equipment label and defined close-ups. A technical reviewer works through the case asynchronously and either resolves it, requests a specific missing detail, or dispatches with a confirmed diagnosis.
The typical situation
Remote diagnosis fails when information arrives in fragments across calls, photos and messages.
Who records the video
The customer, the site operator, or a technician who needs a second opinion.
What is captured
- The fault occurring
- Error codes and indicators
- Equipment and serial identification
- Defined close-up angles
- Structured question answers
- Sound and operating behaviour
Service cases
What the service team receives.
Illustrative workflow views across the sectors we work in. Example content, not customer data.
Service case #5107
Inverter offline since Monday morning
- Customer
- Beckers Logistics
- Location
- Roof array B — Eindhoven
- Asset
- String inverter 25 kW
- Serial
- INV-31204
- Fault code
- F13
- Owner
- Solar service desk
Recommended next action
Site visit scheduled — bring replacement DC isolator and string tester
Service case #4821
Rooftop unit stopped — alarm on controller
- Site
- Office building — Dublin
- Asset
- Rooftop air-handling unit
- Data plate
- Captured
- Fault code
- E04
- Observed
- Condenser fan not running
- Owner
- HVAC service desk
Recommended next action
Refrigeration engineer — bring condenser fan motor and capacitor
Service case #5122
Water ingress above first-floor office
- Customer
- Harbour Facilities
- Location
- Block C — Rotterdam
- Asset
- Pitched tile roof — chimney flashing
- Section
- Rear slope, chimney line
- Reported
- After heavy rainfall
- Owner
- Roofing estimator
Recommended next action
Quote from video — no survey visit required before works
Service case #5149
Alarm panel showing fault at side entrance
- Customer
- Northgate Retail Park
- Location
- Gate 2 — Dublin
- Asset
- Alarm panel + entrance camera
- Serial
- AP-77210
- Indicator
- Zone 4 fault on keypad
- Owner
- Security support desk
Recommended next action
Resolved remotely — zone 4 contact reset on site, no dispatch needed
Service case #5168
Charge session stops at 3 minutes
- Customer
- City Fleet Services
- Location
- Depot bay 7 — Antwerp
- Asset
- 22 kW AC charge point
- Serial
- EVC-40911
- Fault code
- E-021
- Owner
- Charging support desk
Recommended next action
Technician visit — bring RCD module and type 2 socket assembly
Service case #5183
Combi oven tripping the breaker on start-up
- Customer
- Meridian Foods
- Location
- Main kitchen — Waterford
- Asset
- Commercial combi oven
- Serial
- OV-20884
- Fault code
- AL-07
- Owner
- Equipment service desk
Recommended next action
Right technician assigned — heating element and contactor pre-ordered
Service case #5204
Water running behind the kitchen unit
- Customer
- Ellen Doyle
- Location
- 14 Mill Lane — Cork
- Asset
- Kitchen waste and supply pipework
- Isolation
- Stopcock located under sink
- Reported
- Since yesterday evening
- Owner
- Service desk
Recommended next action
Engineer dispatched same day — bring compression fittings and flexible tails
Service case #5231
Water surfacing beside the footpath meter chamber
- Reported by
- Site contractor
- Location
- Bridge Street — Galway
- Asset
- Meter chamber and service connection
- Reference
- MC-11820
- Access
- Footpath, traffic management needed
- Owner
- Network control
Recommended next action
Category confirmed — crew scheduled with traffic management and repair collar
Service case #5257
Damp patch spreading on bedroom wall
- Tenant
- Apartment 2C
- Location
- Riverside Court — Limerick
- Asset
- External wall, first floor
- Reported
- Worse after rainfall
- History
- Second report this year
- Owner
- Repairs coordinator
Recommended next action
Assigned to roofing trade first — no plumbing visit booked
Service case #5279
Warning light and rattle under load
- Customer
- Fleet account — Voss Transport
- Location
- Service reception — Utrecht
- Asset
- Light commercial van
- Identification
- VIN captured on video
- Indicator
- Engine warning lamp on
- Owner
- Service advisor
Recommended next action
Diagnosis slot booked — exhaust heat shield and sensor quoted in advance
Service case #5298
Vibration reported in nacelle during operation
- Operator
- Northsea Renewables
- Location
- Turbine 7 — coastal site
- Asset
- Nacelle drive train
- Serial
- WT-6042
- Indicator
- Vibration alarm logged
- Owner
- Technical support
Recommended next action
Specialist review before climb — lifting plan and spare coupling prepared
How the service team uses it
- Review the case when the specialist is available
- Request a specific missing angle
- Confirm the likely cause before travel
- Advise a safe customer-side action
- Escalate with complete context
Operational outcomes
- Faster diagnosis
- Fewer diagnosis-only visits
- Specialists used efficiently
- Confident dispatch decisions
Outcomes depend on your own service operation. We do not publish savings percentages that have not been measured with you.
Two directions of video
Before dispatch, and from the field.
The same structured approach is used in both directions, with different capture steps.
01 Customer or site → Service team
- Service request received
- Guided video link sent
- Customer or site contact records
- Service team reviews
- Resolve remotely or dispatch correctly
02 Field technician → Head office
- Technician opens the job
- Guided capture on site
- Checklist and readings
- Before and after evidence
- Completion record reviewed centrally
Related
Continue reading
- Pre-dispatch triage with guided video
Triage service requests on what the customer can show, not what they can describe. Guided video before dispatch across field service, equipment and technical support.
- Remote technical support using guided video
Technical support teams and equipment manufacturers assess customer and technician video asynchronously, without an app, account or scheduled call.
- Improving first-time fix with better information before dispatch
First-time fix depends on what the service team knows before travelling. Guided video supplies the fault, the equipment and the context in advance.
- Understand Equipment Faults Before Sending a Specialist.
Operators show the machine, type plate, fault code and affected component through a guided link, so technical support can assess remotely and prepare parts before a specialist travels.
Discuss your service workflow with us.
In 30 minutes we look at how requests arrive, how they are triaged and how work is documented today — and where guided video would fit.
Prefer to try the capture workflow yourself first? Start a free account