In some cases, the UCO will inform you that remote maintenance is required for your computer. 
The remote maintainance will not be conducted by a UCO employee but by a person directly responsible for the IT issue in question.

If remote mainteinance is required for your computer, please inform the UCO about a time window of at least an hour in which the mainteinance can be conducted. You can not use your computer during this time window.
Note that due to organizational reasons, the time window has to be provided at least half a day in advance.

In the following, the individual steps are explained which are necessary for you to prepare a successful remote maintenance.

Basic Steps

1. Providing the neccessary information to the UCO
   Please let the UCO know the device name and the time window described above, and if you are working in a home office, the IP address (see Support in the home office below).
   How to determine the name of the device is described here:
   https://it.desy.de/services/uco/documentation/computer_name_determination

2. Saving your data
   You are advised to save all your open work and close all your applications in order to prevent data loss.

3. Power- and internet connection
   The computer has to be turned on and connected to the internet.
   If the computer in question is a laptop, please connect it to a power source.

4. Deactivating sleep mode
   If necessary, deactivate the sleep mode.
   If you have any questions about this, please feel free to contact the UCO at telephone extension 5005.

5. Logging off
   If your device is at DESY during the maintenance, log out as user from the device (please do not switch off, lock, or set to sleep mode).  In the section "Logging out of a Windows device" you can find how to log out of your computer correctly.
   If your device is not at DESY during the maintenance period, please follow the instructions under "Remote mainteinance for home office devices".
    

Remote maintenance for home office

In order to be able to perform maintenance on your device while it is not at DESY, a VPN connection is required at the time of the remote maintenance according to https://it.desy.de/services/remote_access/vpn/.

1. Activating VPN connection
   If you have not already done so, connect to the DESY network via the VPN software Cisco AnyConnect.

2. Submit IP address
   Additionally if you are working remotely the UCO needs the dynamic IP address with which you log in via VPN: https://it.desy.de/services/uco/documentation/ip_address_with_connected_vpn/

If you interrupt the VPN connection in the meantime, steps 1. and 2. must be performed again, as the computer will get a new IP address.

How to log off from a Windows Computer

Some remote maintenance and diagnostic applications may require you to sign/log out of your computer without turning it off or disconnecting it from the network.

There is often confusion between "Sign out" and "Lock a screen":

• Sign out closes all open apps and logs you out of Windows. (e.g. at the end of a working day)
• When you lock a screen, you protect your account against unwanted use without closing your open apps.
  You remain logged in to Windows. (e.g. if you leave your workplace for a short break and then want to work on your open apps again).

To sign/log out of your computer, first click the Windows Start icon (see red arrow in the figure below) in the lower left corner (default settings) of the desktop.

Then click on the account icon (see red arrow in the figure below), now your accountname and other options are displayed.

Now select the "Sign out" option to log off the computer (see red arrow in the figure below).