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Electron Microscopy Solutions

RAPID - Remote Diagnostics

RAPID Overview and Benefits

RAPID (Remote Access Program for Interactive Diagnostics) is a service program to boost up-time and reduce time to repair by providing support through a secure desktop sharing session. RAPID connects microscope users directly to Thermo Fisher Scientific service engineers, application specialists and factory experts, enabling them to:

  • Solve problems remotely, often without requiring a service visit
  • Remotely diagnose and correct system issues and order parts prior to an on-site service visit
  • Engage factory experts for instant 2nd and 3rd line support to your local field service engineer
  • Enhance operator effectiveness through real-time observation
Sign up for RAPID

RAPID registration

How it Works

RAPID employs an encrypted VPN used to communicate to the Thermo Fisher Scientific Secure Portal, where you and our support meet virtually to resolve system issues. To initiate a RAPID session, you simply contact our support and open the connection from your system. A Remote Service Specialist will then meet you virtually. As the system owner, you initiate and control all RAPID sessions.

With RAPID, you can:

  • Show Thermo Fisher Scientific support your system issues in real-time to enhance diagnosis and speed resolution
  • Obtain receive help from our experts from any place globally
  • Use the "my engineers" feature for fast and convenient connecting to our support
  • View all RAPID activity though the "event log"
  • Manage downloads with the "my downloads" feature

RAPID employs multiple layers in its security infrastructure to proactively address IT security concerns. To explore the RAPID Network Configuration, Security Infrastructure and IT Implementation, please consult the RAPID datasheet . It is highly recommended that you provide this document to your IT department when registering for the RAPID program. Your IT department may also forward any network configuration or additional questions to msd.rapidsupport@thermofisher.com .

System Eligibility

The RAPID program is available in most countries on nearly all of Thermo Fisher Scientific current and newly released systems. A support PC can be applied in case IT policies set requirements for operating systems or preventive measures like virus scanners or firewalls. Legacy systems may not support RAPID, please see the RAPID exclusion list for details.

How to sign up for RAPID

To enable RAPID for your instrument, request a RAPID account. The procedure consists of two tasks; the first is to register the instrument to your site account, the second is to register the instrument for RAPID.

Thermo Fisher Scientific will complete your registration request within three business days. After completion of the request, you will receive an email with your RAPID account details. Note: You will receive a unique RAPID account for each instrument that you register.

Step 1: Creation of a site account and registering an instrument

Note: If you already have an site account and want to add another instrument to your account, log in to your account and continue with step 5 below.

  1. Go to the Registration page to create a site account.
  2. Fill out all the details requested and click REGISTER at the bottom of the page.
  3. After completing your registration, scroll to the footer and click Sign in.
  4. Fill out the email address and password that was supplied during registration and click LOGIN.
  5. To add more instruments to your account, scroll to the footer and click Manage profile.
  6. Click Register my instruments to register an instrument to your account.
  7. Click Add another instrument to register more instruments.

Step 2: Register instruments for RAPID

  1. Go to the RAPID registration.
  2. If not logged into the site, log in with your account.
  3. Fill out the details requested in the form. You can find the serial number of your instrument on the identification plate.
  4. Click and read Read Thermo Fisher Scientific RAPID Remote Diagnostics (RAPID) Terms & Conditions.
  5. Click Close.
  6. Check the button I have read and accept the RAPID Terms & Conditions of use.
  7. Click SUBMIT.

After clicking submit, all of the instrument details will be sent to the RAPID Registration department. Allow the RAPID Registration department three (3) business days to process the registration. Once the registration has been processed, you will receive an email with the RAPID account details for the instruments that have been registered.

Activation Requirements

To enable remote support, customers must provide:

  • A high speed internet connection (>5Mb is recommended)
  • A signed RAPID Amendment to their existing system sales or service agreement. In most countries, customers can complete an online registration to begin using RAPID.

Learn more

RAPID Datasheet, Practical information for users and IT specialists

RAPID Exclusion List

UltraVNC is distributed under the GNU General Public License Version 2. A copy of the source code can be obtained from one of the Thermo Fisher Scientific service centers.

Sign up for RAPID

RAPID registration