FAQ: Remote access and security

Q60Why has Ackcio adopted Remote.it on all Gateway HW 3.6 units?

• No licensing fees: free across unlimited devices
• Static URL: permanent address for the device's lifetime
• Tiered access control: Client, Guest, and Admin permission levels
• Secure 24/7 remote access: reliable connectivity for support and management

Q61How do I register Gateway HW 3.5 and older on Remote.it for Ackcio team access?

• Ensure the Gateway is powered and internet-connected (LAN, Wi-Fi, or Cellular).
• Follow the YouTube guide to register the Gateway on Remote.it. Note the name assigned.
• Share access to [email protected] with all services enabled.
• Notify the Ackcio team with the Gateway name once registration is complete.

Q62How do I rename a Gateway under Remote.it (HW 3.5 and older)?

Follow the step-by-step guide below:

Q63How do I grant Ackcio team access via AnyDesk when Remote.it is unavailable?

• Install AnyDesk on a laptop with internet access, connected to the Gateway network.
• Laptop should be connected to the gateway via LAN/WiFi  - please bring an ethernet adapter and ethernet cable as back up just in case connection via WiFi fails
• Please make sure laptop has Internet connectivity either via WiFi or LAN
• Share AnyDesk credentials with Ackcio support.
• Coordinate visit time and date with the Ackcio support team.

Q64How do I protect the Gateway against unauthorised access?

• Enable Remote.it and use its persistent public URL, retire any direct public IP access.
• Switch from a public IP SIM card to a private IP SIM card.
• Change the Gateway's default login password immediately upon deployment.
• Terminate existing static IP assignment after the above steps are complete.

Q65What access levels are available in Remote.it for managing Gateways?

• Admin: Full access to all settings, configuration, and user management
• Client: Standard operational access (view and basic controls)
• Guest: Read-only access for monitoring purposes