Faster service with RAPID remote instrument support
RAPID (Remote Access Program for Interactive Diagnostics) is a proprietary service technology that provides remote support to Thermo Scientific electron microscopy (EM) instruments. The program provides desktop-sharing access to remote service engineers and application specialists through a secure VPN connection. RAPID helps our engineers to solve problems more quickly, reducing the downtime of your instrument.
Benefits of RAPID remote instrument support
Reduced downtime
RAPID is a complementary support solution enabling remote service. Time-to-solution is reduced with remote diagnostics and repair, as there is no need to wait for an engineer to arrive on-site.
Improved system optimization
Our experts from all support levels can view instrument images, check and modify instrument settings, and run diagnostics to help identify areas of improvement and make those adjustments.
Affordability
RAPID is available at no additional cost for RAPID-enabled Thermo Fisher Scientific instruments that are covered under an eligible Thermo Fisher Scientific service contract or new system warranty.
Convenience
Once initiated, a RAPID session allows Thermo Fisher Scientific’s experts full access to your instrument to fully diagnose and align or to perform service tasks. You don’t need to stay at the microscope, leaving you free to continue working on other tasks.
Flexibility
RAPID service sessions can often be scheduled at a time that is convenient for you, providing greater flexibility in scheduling and reducing the need to take time off work or rearrange your schedule to accommodate service appointments.
Increased accessibility
Remote service allows you to receive support and increased accessibility to services even if you are in a remote or hard-to-reach location.
Register for RAPID remote instrument service
RAPID is available to all customers with a service contract or system warranty and requires a high-speed internet connection available to your system.
If you have not registered for our RAPID platform or have declined it in the past and would like to install now, please fill out the registration form and our service team will help you set up the RAPID platform.
RAPID Assistance
Do you have questions or need help with your RAPID installation?
RAPID remote support technical requirements
To prepare for the RAPID Connection Wizard, please work with your IT department on the following steps:
- Connect your instrument—Connect the instrument to the internet (minimum bandwidth 10 Mb/s)
- Open ports—Open port 1194 and/or 443 in the firewall to allow outbound connection to the RAPID Secure Servers via either UDP or TCP. UDP is strongly recommended as it gives the best performance.
- Firewall settings—Allow communication with one or more RAPID Secure Servers.
- OS requirements—Microscope PC (MPC) and Support PC (SPC) must have Windows 7, Windows 10 or Windows 11 for RAPID Connection Wizard to be installed.
Software upgrades for RAPID remote instrument support
The latest version of the RAPID Connection Wizard was recently released. To upgrade to this version, run the installer RAPID_5.x_Customer.exe on the Support PC (SPC) and Microscope PC (MPC) of your instrument. Follow the instructions below or in the Customer Instructions document linked below.
RAPID Connection Wizard can be installed on Windows 7 or higher.
RAPID Assistance
Do you have questions or need help with your RAPID installation?
On the Microscope PC
- Run RAPID 5.x Customer.exe installer.
- Select “Microscope PC without Support PC”. Click Next.
- Select Microscope type. Click Next.
- If TeamViewer is installed, choose one of the following options:
- Uninstall this version and install TeamViewer Host version with Thermo Fisher Scientific (preferred option).
- Preserve installed version and skip installation of TeamViewer Host version.
- Click Install in the Ready to Install dialog.
Video includes instructions to verify installation.
MPC with SPC
- Run RAPID 5.x Customer.exe installer.
- Select “Microscope PC with Support PC”. Click Next.
- Select Microscope type. Click Next.
- If TeamViewer is installed, choose one of the following options:
- Uninstall this version and install TeamViewer Host version with Thermo Fisher Scientific (preferred option).
- Preserve installed version and skip installation of TeamViewer Host version.
- Click Install in the Ready to Install dialog.
Video includes instructions to verify installation.
On the Support PC:
- Run RAPID 5.x customer.exe installer.
- Select “Support PC”. Click Next.
- If TeamViewer is installed, choose one of the following options:
- Uninstall this version and install TeamViewer Host version with Thermo Fisher Scientific (preferred option).
- Preserve installed version and skip installation of TeamViewer Host version.
- Click Install in the Ready to Install dialog.
Video includes instructions to verify installation.
Need help?
For technical questions and assistance with the upgrade or installation of RAPID, contact our support team.
Frequently asked questions about RAPID remote instrument support
Unique Error Code Viewer for TEM instruments
UEC (Unique Error Code) Viewer is a service application that allows you to share error codes at the point of instrument malfunction with our team of remote support engineers.
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.
| Processor | 1 GHz or higher |
| RAM | 512 MB or higher |
| Hard Drive | 10 GB or higher |
| LAN Adapters | 2 |
| Operating System | 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:
VPN Server |
Domain names |
|---|---|
Europe |
vpn-euw1.rapid.thermofisher.com |
Japan |
vpn-apne1.rapid.thermofisher.com
|
USA-West |
vpn-usw1.rapid.thermofisher.com |
USA-East |
vpn-use1.rapid.thermofisher.com |
China |
rapidvpn.thermofisher.cn |
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.