The best possible way to help the support team investigate an issue is to provide remote access via one of the following applications:
•RDP – Windows Remote Desktop (Requires Public IP).
For Linux and Mac it is possible to open SSH access (requires Public IP).
Lastly, a Public IP is necessary for the following investigations:
•Ability to connect remotely to the System and debug issue on the client side (server should be accessible via Internet).
•Camera issues investigations. For this purpose the camera should be accessible via Internet by Public IP.