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Platform Features for On-demand Support

Remote Support Tools for Your Deployed Devices

Simplify remote operations with tools that let you securely connect, command, and capture data from devices whenever and wherever you need.

Remote Access Without Static IPs or VPNs

Quickly and securely access and troubleshoot deployed devices in the field without introducing the risks of assigning static IPs or the cost specialized networking hardware to maintain IPsec.

Initiate a Secure SSH Session

The SIM opens a port on the device and provides a secure IP to initiate SSH

Soracom Event Handler icon

Initiate Remote Packet Capture

The platform isolates all packet traffic from a specific SIM and generates a log file to analyze.

Push a Remote Command

Remote Command enables downlink communications from the cloud to IoT devices

Remotely Access and Troubleshoot IoT Devices

Access field devices remotely using SIM-based authentication and temporary encrypted tunnels. No static IPs or external agents required with Soracom Napter.

How Support Teams Use Soracom Napter

Field Device Troubleshooting

A support engineer can open a temporary secure session to a device in the field—such as a smart meter or environmental sensor—to check logs, test connectivity, or verify firmware versions without needing a static IP or VPN.

Remote Configuration Updates

When a customer reports misconfigured settings on an IoT gateway, the support team can use Napter to securely access the device on demand, apply configuration changes, and confirm that the fix works, all without traveling onsite.

Customer Assistance and Training

During onboarding, support staff can connect via Napter to a customer’s newly deployed device to demonstrate commands, verify setup, or walk them through adjustments in real time, ensuring a smooth deployment experience.

Soracom Napter Technical Details

Using the Soracom API (or Console), you request a session, and Napter provisions a time-limited port forwarding rule through Soracom’s private network, letting you connect directly over TCP (e.g., SSH, HTTP, VNC) for troubleshooting, updates, or diagnostics.

Napter Developer Docs

Diagnose Network Issues with Real-Time Packet Capture

Monitor and capture device traffic in real time for troubleshooting using on-demand packet capture tools.

Learn more about Soracom Peek >

Secure Cloud-to-Device Communication

Remote Command enables secure cloud-to-device communication over SSH, HTTP, TCP, UDP, or RTSP without complex configuration. It lets you remotely configure devices, trigger updates, or send commands on demand—even to legacy hardware—directly through the Soracom platform.

Remote Command Technical Details

Soracom Remote Command makes it simple to send secure, on-demand instructions from the cloud to IoT devices over SSH, HTTP, TCP, UDP, or RTSP. Unlike traditional downlink methods that require complex configurations, Remote Command uses Soracom’s secure private network to deliver commands or data directly to devices—even legacy hardware.

 

This enables use cases like remote configuration, firmware updates, IP camera control, log collection, or industrial equipment management. Combined with low-code tools like Soracom Flux, you can automate workflows such as sending commands triggered by sensor events or cloud-based alerts, creating smarter and more responsive IoT systems.

 

Documentation > Remote Command

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