Remote Instrument Support for Thermo Scientific Analytical Instruments

What does RAPID cost?

RAPID is available at no additional cost to customers whose RAPID-enabled Customer Instruments are covered by an eligible service contract or new system warranty from Thermo Fisher Scientific.

How does the RSE control the instrument?

Once you have initiated a RAPID support session, the Remote Service Engineer (RSE) controls the Customer Instrument using the screen-sharing application directly via the VPN connection to the RAPID Secure Server. 

Why not use an alternative tool for remote support?

Only RAPID supports the use of many auxiliary controls like the transmission electron microscope (TEM) hand panels. The authentication of instrument user, service staff, and application specialists via RAPID ensures that only authorized Thermo Fisher Scientific personnel can participate in a RAPID support session with the instrument user.

Why is the use of port 1194 and/or 443 required?

The Internet Assigned Numbers Authority (IANA) has registered port 1194 and/or 443 for use by VPN. Because RAPID relies on a VPN connection to the RAPID Secure Server, it is a requirement that the customer’s IT network allows outbound connections (UDP or TCP) over port 1194 and/or 443.

Do I need a Support PC?

For security reasons, it is not recommended to have a direct internet connection on a Microscope Controller since it does not have an antivirus program or a firewall installed. Therefore, a Support PC is recommended to be the bridge between the MPC and the customer network for any instrument that does not have the latest Managed Router+Switch combination. The Support PC has fewer restrictions than the Microscope Controller (Microscope PC). It can run the latest antivirus program and firewall versions and can be used for customer-specific IT protocols, such as automatic upgrades to operating systems or installing Windows Service Packs. A Support PC can also provide additional data storage.

You can purchase a Support PC at minimal expense from Thermo Fisher Scientific or directly from your preferred local PC vendor. Refer to Table 1 for the Support PC requirements. Contact your local Thermo Fisher Scientific Account Manager for more information on Support PC hardware or software upgrade needs.

Note: Any customer who has a Support PC running Windows XP or lower must replace or update this PC to Windows 10. 

How will RAPID impact my current firewall?

Your network firewall must be opened to allow outbound UDP or TCP traffic on port 1194 and/or 443. The cloud-based VPN server will have dynamic IP addresses. Therefore, providing IP addresses for the VPN servers for possible firewall configuration is not possible.

Customers who require to have specific exceptions in their institution network or firewall for RAPID must use the following info about RAPID:

Can I use my corporate VPN instead of Thermo Fisher Scientific VPN?

No, only the Thermo Fisher Scientific VPN is set up to run through the RAPID Secure Server and offers the Thermo Fisher Scientific security features.

You always have the option to set up your own remote access to instruments for other purposes, but this will not be supported by Thermo Fisher Scientific. Thermo Fisher Scientific does not recommend (or in several cases allow) you to install your own software on the Microscope Controller.

How do I decide which RAPID Secure Server to use?

Connecting to the RAPID Secure Server that is in the same geographic area as your instrument will provide the best performance. Other more remote VPN servers can be used as backup options, but they may not perform as well.