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USA phone for analytical instruments: 888-860-5227, Option 3
USA phone for laboratory equipment: 1 888-860-5227, Option 3, then 1
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Get up and running faster with remote support
and resolution
Our tools for remote support and resolution are designed to help keep your lab running optimally and smoothly, providing quick diagnosis and more than 35% remote resolution without requiring physical access to your instruments and equipment. Capabilities such as Digital Remote Support and instrument-driven support via Almanac software streamline troubleshooting, diagnosis, and repair by enabling real-time remote resolution, and when required, prepared on-site support that gets your lab up and running faster.
Digital Remote Support and repair services
Available for instruments and equipment under the original factory warranty or a qualifying service plan, Digital Remote Support enables faster diagnosis and real-time remote resolution for more than 35% of issues.
When you call in as a warranty or qualifying service plan customer, you’ll receive a fast response from a highly experienced and certified technical support engineer who will diagnose, and if possible, resolve your service concerns remotely using secure remote desktop control and/or mobile-enhanced augmented reality (AR) tools. When on-site support is necessary, we’ll quickly dispatch a field service engineer who is prepared and familiar with your case and laser focused on reducing your instrument downtime.
Versatile, mobile-enhanced AR tools
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Learn more about service plans that can enable your lab with remote support and resolution.
View digital remote support in action
Experience the power of Digital Remote Support
 | Connect with technical support Request support by email, Almanac digital support, or by calling our direct line to certified technical support engineers with field experience. We offer a targeted, immediate response for all customers under a factory warranty or qualifying service plan. |
 | Experience enhanced Digital Remote Support for faster diagnosis Get priority access to field-trained technical support experts who, aided with digital support tools, can resolve more than 35% of issues remotely through secure remote desktop control and easy-to-use augmented reality tools.
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 | Schedule on-site visits with prepared engineers When on-site service is required, our original equipment manufacturer (OEM) field service engineers are dispatched with a diagnosis and parts to support faster resolution and increase first-time fix success. |
 | Get instruments up and running faster Our service professionals are committed to quickly diagnosing, troubleshooting, and resolving your concerns, ensuring your instruments and equipment are operating correctly before concluding their service efforts. |
See how Digital Remote Support gets you up and running faster
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A Technical Support Specialist remotely supported a service engineer in the field by replacing multipliers on an Orbitrap™ Velos Pro and helped calibrate the instrument. |
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A Field Service Engineer remotely detected a corrupt calibration file on a customer's Thermo Scientific™ Orbitrap Fusion™ Tribrid™ Mass Spectrometer then walked them through the calibration using the LogMeIn™ Rescue tool. |
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A Product Applications Sr. Manager helped a struggling customer with a software issue using LogMeIn™ Rescue (remote desktop control) without connecting to the GLP environment, resolving the issue in seconds. |
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A Technical Support Specialist helped a customer install Proteome Discoverer™, Foundation™, Xcalibur™, and Exactive™ software packages remotely. |
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A Technical Support Specialist used LogMeIn™ Rescue Lens to gather diagnostic and instrument data to help a customer with inconsistent data across multiple instruments, saving the customer an on-site visit. |
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A Field Service Engineer remotely troubleshot and identified a broken nebulizer and guided the customer on how to replace it on their iCAP™ RQ ICP-MS. |
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A Technical Support Specialist was able to remotely help customers connect a freezer to their Wi-Fi network, prevent an alarm alert, and avoid an on-site visit using Rescue Lens. |
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A Technical Support Specialist was able to remotely help customers with no site access due to COVID-19 restrictions. Using LogMeIn™ Rescue Lens, he was able to walk the customers through the repair of their failing LTQ Orbitrap XL™ forepump cooling fan. |
Informative Knowledge Bases
Available 24 hours a day and seven days a week, Thermo Scientific™ Knowledge Bases provide instant access to a wide variety of information across our broad product portfolio and frequently asked questions. Created by subject matter experts, these tools serve as databases for technical resources and are repositories for documentation, troubleshooting, and problem resolutions developed specifically to meet your needs.
Topics include:
- Chromatography and Mass Spectrometry
- Laboratory Equipment
- Elemental Analysis
- Molecular Spectroscopy
- Asset Management Services
Instrument-driven support via Almanac software
Initiate a service request directly from your system using the new Almanac software “Click for Support” push-button feature. This feature sends detailed diagnostic data and service files directly from your instrument to our technical support team alongside your service request, making digital remote support and resolution efforts even more efficient.
Learn more about specific instrument compatibility requirements and Almanac on-board support capabilities for other instruments.
