symmedia Hub Service Desk
Welcome to the symmedia Hub Knowledge Base.
Here you will find the symmedia Hub platform user documentation as well as common support fixes and FAQs.
User Documentation
- Platform Documentation
- Operator
- Using symmedia Hub and getting Help
- Service Provider
- Administration
- Edge Devices
- Workflows
- Data Protection Resources
- Countries excluded from operating symmedia Hub
- symmedia Hub Public API
- Troubleshooting
- Application Provider
- Secure Service Connect Tunnel
symmedia Hub Release Notes
Release date:
Changes, Improvements, and Fixes
Additional File Types now whitelisted in Conferencing
OPERATORSERVICE PROVIDER
Additional file types can now be uploaded in Conferencing and Service Case Chat, including .xls/.xlsx, .doc/.docx, .ppt/.pptx, .ods, .odp, .odt, .json, .xml, and .eml.
Performance Improvements for Customers Section
SERVICE PROVIDER
The performance of Customers queries has significantly improved with larger amounts of data (1,000+), leading to a more fluid user experience on all related pages.
Release date:
New Features
New Frontend for Create Customer Machine
SERVICE PROVIDER
Service Providers now benefit from an improved, more intuitive user interface when creating customer machines.
The new “Create Customer Machine” workflow is much simpler and more transparent.
Additionally, avatars for Customer Machines can now be uploaded, making them easier to visually identify and manage machines in the portal.
Key Benefits:
Simplified and faster workflow for Service Providers
Consistent and modern UI design
Visual support through machine avatars for better clarity in asset management
Enable and Configure Data Link for Multi Edge Devices
OPERATOR
With this enhancement, the Data Link Tunnel – alongside SSH-TCP and WebVNC – is now also available for Edge Devices in Multi Pairing mode.
A new “Applications” tab on the Asset Detail page provides direct control over all application-related actions:
Activate (installation of Edge modules)
Update
Configure
Deactivate (uninstallation of Edge modules)
Key Features:
Multi Edge Apps must be public to be compatible with operator-owned Assets.
The first virtual installation on an Asset triggers the physical installation on the Edge Device in Multi Pairing mode, and the last uninstallation removes it.
Virtual installations enable the functionality (Data Link, File Transfer) for the respective Asset connected to an Edge Device in Multi Pairing mode.
Clear hints are displayed if configuration changes or upgrades also affect other installations on the same Edge Device.
Benefits for Operators:
Remote connectivity for Assets in Multi Edge mode
Seamless integration into Asset Details and Service Cases
Changes, Improvements, and Fixes
Performance fix for Customer Queries
OPERATORSERVICE PROVIDER
: Address data is now only fetched when explicitly requested. This ensures faster response times and more stable performance.
DNS names in Tunnel configurations
OPERATORSERVICE PROVIDER
Bug fix in tunnel configuration: DNS names can now also start with a number. Previously, the UI prevented such entries from being saved.
Release date:
New Features
Pairing multiple Assets to one Edge Device
OPERATOR
Operators can now switch the pairing mode of self-owned Edge Devices from single (one Asset can be paired with an Edge Device) to multi (multiple Assets can be paired with an Edge Device). With Multi Edge Devices, it is only possible to use Remote Access. Further applications cannot be installed at this time. Up to 80 Assets can be paired with one Multi Edge Device.
This feature has also improved the Edge Device Overview and Detail pages.
Changes, Improvements, and Fixes
Change the Order of Chats
OPERATORSERVICE PROVIDE
Chat categories can now be rearranged via drag and drop in Conferencing. The order and whether a category is expanded or collapsed is saved in the user's context.
Updated Billing Model for Machines
OPERATORSERVICE PROVIDER
A new billing model for all Tenants, Operators, and Service Providers came into effect on September 1, 2025. Starting then, available unconnected and connected machines will be counted at the beginning of each month. A subscription will be billed for each machine for the previous month.
Machine components will no longer be taken into account. Subscription prices remain unchanged. More details can be found in the new SaaS agreement.
In support of the new billing model, a new license subscription view for machines has been introduced in the Administration area of the menu. This new view provides a central point of access to all machine license subscription data. You can browse subscriptions by month, order and filter lists, and optionally export and download results. If available, you can also access the invoice for the selected billing period.
Access to the new license subscription view requires the new permission "Billing Admin." The tenant admin can assign this permission to any user.
Release date:
New Features
Update and Restart Buttons for Edge Devices
OPERATORSERVICE PROVIDER
You can now conveniently restart the Edge Device and update it to the latest operating system directly from the portal at any time.
DNS Support for Endpoint Addresses
OPERATORSERVICE PROVIDER
You can now use DNS names instead of IP addresses for endpoints. This applies to both TCP tunnels and WebVNC connections.
Note: A DNS must be enabled in the “green” network for this to work.
Changes, Improvements, and Fixes
WebVNC: Full Screen Support for iOS Devices
OPERATORSERVICE PROVIDER
Full-screen mode is now fully supported on iOS devices for WebVNC.
Machine Warranty Status on the Service Case and in Email Notifications
OPERATORSERVICE PROVIDER
The warranty status and service level are displayed directly in the service case and in the notification email.
Release date:
New OS Version for Edge Devices (25.05.0)
OPERATORSERVICE PROVIDER
We are releasing of a new operating system version for our Edge Devices. This update includes various security fixes, bug fixes, and improves the reliability of the operation:
renewed certificates for script validations
improved reliability for certificates renewing
improved container handling
reworked DNS configuration in network settings
Additionally we added a feature called status page. It’s a small web page giving information about the current state of the edge device, like file system and memory usage, container states and port reachability. On new provisioned devices it’s reachable on port 80 on every interface per default. On updated devices the port 80 has to be opened manually.
And for virtual edge devices we’ve added a small interface to set the initial network configuration while the device is booting the first time.
It is recommended that all our customers to update their Edge Devices to the new OS version.
Release date:
New Features
Custom Fields for the Service Case Workflow
OPERATORSERVICE PROVIDER
With the help of the symmedia Consulting Team, custom fields can be added to the Service Case workflow for Service Providers. These fields can help obtain specific, relevant information to optimize the service process. The following field types are included: STRING, NUMBER, BOOLEAN, DATE, PASSWORD, SELECT, MULTI_SELECT and FREE_TEXT. Information is requested in an additional step in the Create Service Case dialogue, and it applies for all workflows, including internal Service Cases.
The entered information is visible to the requester and the service team on the Service Case Detail page.
If you would like to add custom fields to your tenant's Service Case process, please email us at consulting@symmedia.de.
Edge Device OS Version Information
OPERATORSERVICE PROVIDER
Information on the Edge Device Status tile is now available on the Asset Detail and Edge Device Detail pages. This information notifies users when a new operating system version is available for Edge Devices.
There is also a direct link to the official documentation, which provides quick access to the corresponding OS release notes.
This feature increases transparency and ensures that responsible users are always aware of available updates.
Changes, Improvements, and Fixes
Improvement: Precondition Checks for Tunnel Start
OPERATORSERVICE PROVIDER
To improve usability and reduce failed connection attempts, the Start Tunnel button is now disabled when essential preconditions for the selected tunnel configuration are not met.
Rather than relying solely on the SSC client to display errors, the symmedia Hub UI now proactively checks for known issues and notifies users directly. A clear explanation indicating why the tunnel cannot be started is shown.
Release date:
New Features
Remote Access without a Service Case context
OPERATOR
Until now, Remote Access has only been used in the context of a Service Case, which has resulted in Service Cases being left open indefinitely so that the Operators of a machine can use Remote Access at any time.
With the new feature “Remote Access from Asset Detail Page”, the Remote Access can be enabled for internal Operator use right from the detail page of the corresponding Asset. A Service Case is no longer required. This feature is available for SSC Datalink, SSH-TCP, and WebVNC configurations.
Document Upload for Customer Machines
SERVICE PROVIDER
On the Customer machine detail page, Customer Data Managers can now upload and manage documents for a specific Customer Machine. The uploaded documents are automatically shared with the Operator of the Machine.
New Interface for managing Documents on the Machine Model
SERVICE PROVIDER
Documents uploaded for a Machine Model are now visible, downloadable, and manageable on the Machine Model detail page. It is also possible to upload new documents here, as on the Customer Machine and Asset detail pages.
Changes, Improvements, and Fixes
New Interfaces for uploading and managing Documents for Assets
OPERATOR
The user interface for uploading documents on the Asset detail page has been improved. Documents can now be added via drag-and-drop.
Improved File Upload
OPERATORSERVICE PROVIDER
The file upload process on the Company Settings and Appearance page has been completely reworked, solving many problems and bugs related to image and logo uploads. Furthermore, the resolution and file size restrictions have been changed to simplify file selection.
Remote Access- and File Transfer Configurations
OPERATORSERVICE PROVIDER
We moved the Remote Access and File Transfer configurations from the Edge Device detail view to the Asset detail page for Operators and the Machine Detail page for Service Providers to improve clarity and ease of navigation in the portal.
Improved Performance for Users with Access to many Customers
SERVICE PROVIDER
Performance for Service Provider users with access (scope) to many Customers and Customer Machines has been improved.
Release date:
Changes, Improvements, and Fixes
SSC TCP and DataLink Tunnel: Improved Connection Stability and Reconnect Mechanism
SERVICE PROVIDEROPERATOR
We have worked on the stability of our TCP and DataLink Tunnel and added a reconnect mechanism in case the connection between the Edge Device and the machine component is interrupted. For example, refreshing a web interface that is tunneled via http will no longer close the Tunnel connection.
New UI for creating and editing Machine Models
SERVICE PROVIDER
The UI and the usability of creating and editing Machine Models has been improved. In particular, the assignment of compatible applications is now clearer and easier.
Reduction of unnecessary Chat Messages in Service Case Chat
SERVICE PROVIDER
Messages from participants leaving or joining a chat room in Service Case chats have been made invisible to focus on the relevant content in Service Case chats.
New Application Versions available
SERVICE PROVIDEROPERATOR
New versions of the Data Link Tunnel Extension and File Transfer Applications are available to improve security. Both new versions have the same compatibility as the previous versions. Older versions are no longer available anymore for new installations of these Applications.
Release date:
New Features
New Manage Applications View for Application Providers
APPLICATION PROVIDER
Users with the App Developer role now have access to a new view called "Manage Applications". This view provides an overview of all published and deactivated applications submitted to the symmedia Hub by their tenants. For each application, a detail page provides an overview of the registered versions and the ability to manage their state, i.e. to either disable or republish a specific version.
Registering a new version of an application no longer triggers the deactivation of previous versions - previous versions can now be manually deactivated or otherwise remain in the published state. This makes it possible, for example, to publish different versions of the same application - with different machine compatibility settings - at the same time.
Application Provider Documentation
Changes, Improvements, and Fixes
WebVNC Tunnel: Improved Connection Stability and Reconnect Mechanism
SERVICE PROVIDEROPERATOR
We have worked on the stability of our WebVNC Tunnel and added a reconnect feature in case the connection between the Edge Device and the machine component is broken. As a result, the WebVNC Tunnel can now be used to connect to RPD sessions mirrored by the experimental UltraVNC RDPmode feature.
Export all Data in Customer Machine Overview
SERVICE PROVIDER
The export of the Customer Machine Overview has been optimized and it is now possible again to export all customer machines of your tenant in one file.
Tenant Visibility on the Onboarding Screen
OPERATORSERVICE PROVIDER
The tenant visibility can now be selected directly during company onboarding.
Description of Assets in the Asset Overview
OPERATOR
The Asset name was an optional field when creating or editing an asset, but was always displayed as the title of the Asset card in the Asset browser. This resulted in blank Asset cards if the name was not maintained. With this change, the Asset's external ID will be displayed as the first fallback if the Asset name is left blank. If both the Asset name and external ID are empty, the serial number is displayed as a second fallback.
Leave Service Case Chat Rooms
OPERATORSERVICE PROVIDER
It is now possible to leave Service Case chat rooms. This helps to reduce the number of open chat rooms when leaving the room of a Service Case after it is closed. It is possible to re-enter the chat by going to the Service Case details page.
New OS Version for Edge Devices (25.04.0)
OPERATORSERVICE PROVIDER
We are releasing of a new operating system version for our Edge Devices. This update includes various security fixes, bug fixes, and improves the reliability of the operation, especially in the context of the SSC Data Link Tunnel, DNS, and NTP over DHCP.
It is recommended that all our customers to update their Edge Devices to the new OS version.
Release date:
New Features
New Company Settings Page
OPERATORSERVICE PROVIDER
The Company Settings page has been completely redesigned. You can now configure all the settings needed to present yourself to other tenants and preview how your company card will be presented to other tenants.
In addition, the billing address can now be entered and maintained on this page.
Changes, Improvements, and Fixes
Deletion of Customer Objects
SERVICE PROVIDER
It is now possible to delete customer objects from the front end. Deletion is only possible if no customer machines are assigned to the customer. In this case the customer machines must be deleted first.
Selection of preferred Date Format
SERVICE PROVIDEROPERATOR
In the personal settings, each user can now select their preferred time & date format. The default is inherited from the browser.
Additional filters added to the Customer Machines Table
SERVICE PROVIDER
A number of filters and sorting options have been added to the Customer Machines table. These include the ID, Service Contracts, Machine Model, Technology, Brand and Customer fields.
Release date:
New Features
SSC Tunnel Error Messages
OPERATORSERVICE PROVIDER
We have added error messages to both our WebVNC implementation and our SSC Tunnel clients in order to help users locate and resolve problems more easily.
For this to take effect, please update your SSC Tunnel client to version 5.0.0 or higher. If you’re using the SSC Data Link Tunnel Extension, you will also need to update the application to version 2.2.0 or higher.
Billing Address
OPERATORSERVICE PROVIDER
Tenant administrators now have the ability to create, read, or update a tenant's billing address. A corresponding tab has been added to the Tenant Settings panel. The billing address is used as the primary address of the customer record in connected ERP and payment systems.
When a tenant provides their billing address for the first time, it changes their global billing status and, for example, machine assets can now be activated and used at their own risk for a fee as per the SaaS agreement.
Changes, Improvements, and Fixes
Improved Visibility of Applications
SERVICE PROVIDER
Application visibility has been improved for Service Provider users. Specifically, 1st Level Supporters, Service Technicians, and Customer Data Managers now have access to the Application Overview and Application Detail pages. The applications that the Master Data Manager can mark as compatible are now filtered to the truly useful ones for greater clarity.
Visibility of newly created Assets and Facilities
OPERATOR
For users who only have access to a subset of the tenant's facilities, in the past, Assets would be invisible after creation if no facilities or a newly created facilities had been assigned. The visibility rules have been changed and simplified in this regard: The user always gets access to an Asset after creation.
The same applies to newly created facilities: The user always gets access to a newly created facility.
Visibility of newly created Service Organisations
SERVICE PROVIDER
Once a Service Organization is created, the user will always have access to it.
Release date:
New Features
Applications Tab on Asset Details Page
OPERATOR
We’ve added an Applications tab to the Asset Details page. This allows you to manage the applications on the Edge Device paired with the Asset without leaving the Asset Details page for easier navigation. Both installed and available applications are filtered for the specific asset for improved clarity.
Changes, Improvements, and Fixes
New Laser Pointer Tool in Whiteboard
OPERATORSERVICE PROVIDER
A laser pointer tool has been added to the Whiteboard to temporary highlight content.
External ID for Assets
OPERATOR
Operators can now add an external ID to their Assets to better identify their Assets internally or to use this ID as an identifier when synchronizing with an external system such as an ERP or CRM system. The external ID can be entered when creating or editing an Asset and it is displayed on the Asset Details page. In addition, users can search and filter by external IDs on the Assets Overview page, .
Improved Tunnel Connection Status Synchronization
OPERATORSERVICE PROVIDER
When using a TCP- or Data Link-Tunnel with the local Tunnel client, the active Tunnel session is automatically closed, when the local client is closed. There is no need to manual cleanup orphaned “active” sessions.
Release date:
New Features
Big Company Card on Collaborations Page
OPERATOR
A new small feature has been added to the Collaborations page. When clicking on a company in the overview, a new detailed company card opens, showing all relevant information about this company, including short description and contact details.
Download of Invoices
OPERATORSERVICE PROVIDER
There is now a button on the License Subscriptions page (Service Provider) and the Asset License Subscriptions page (operator) that allows you to download the invoice for the selected month.
The button is disabled if no invoice exists for the selected period, yet.
Changes, Improvements, and Fixes
New Filter Options in Asset Overview
OPERATOR
It is now possible to filter and group by Service Provider and Licensed by on the Asset Overview page.
New “Service Provider” Column in Operator Service Case Table
OPERATOR
Operator users now have the possibility to display and filter for the Service Provider tenant responsible for the Service Cases in the table. This is especially useful for Operators collaborating with multiple Service Providers.
Improved Session Handling
OPERATORSERVICE PROVIDER
Sessions in the symmedia Hub are expiring at the latest after 24 hours to avoid misuse. Timed-out sessions are now handled cleaner, leading back to the login screen.
Improved Role Assignment
OPERATORSERVICE PROVIDER
The role assignment in the user management is now handled asynchronously to allow a faster feedback for tenants with lots of data. The changes made when inviting or editing a user are now not applied immediately but it might take up to a few minutes.
Release date:
New Features
Collaborations Page
OPERATOR
The new Collaborations overview page displays all Service Provider tenants the current tenant is collaborating with. This page will be the starting point for further collaboration features to come with future releases.
Changes, Improvements, and Fixes
Increased Performance for Customer Machines Overview
SERVICE PROVIDER
The Customer Machines are now loaded with server-side pagination. This leads to an improved performance of the Customer Machines overview, especially for a large amount of data (>1000 items). Furthermore, the Customer Machines can be loaded paginated via public API.
Improved Usability of User Role and Scope Assignment for a large Number of scopes
OPERATORSERVICE PROVIDER
The usability of the User Management has been increased for tenants with a bigger scope tree (>10,000 items). This has been reached by
reducing the scope tree on Service Provider side by removing the assignment of individual Customer Machines
loading the scope tree in the background whilst opening the User Management page
introducing infinite loading and further UI improvements when collapsing and scrolling through the scope tree
Improved User Interface for Applications
OPERATOR
We reworked the user interface for applications to improve clarity, navigation, and performance. Available applications are now grouped by their installation status and different versions of an app can now be found as different version entries on the same application detail page.
New Notifications for Update of external Service Case IDs
SERVICE PROVIDER
It is now possible to activate email notifications for external ID updated events in the notification settings. Moreover, the external ID will now be contained in all Service Case-related notification emails if it has been set for the Service Case in question.
New URL symmedia-hub.com
OPERATORSERVICE PROVIDER
As of this release, the symmedia Hub portal will be accessible under the new address symmedia-hub.com, which also affects the public API endpoints. Access via the existing URLs secure-service-hub.de and secure-service-hub.com will continue to work until further notice.
Customer-specific portal URLs are also not affected and can continue to be used unchanged.
Please note that new API tokens must be issued when switching to the symmedia-hub.com public API endpoint. In this case, please contact our support team.
We encourage all customers to switch to the new URL symmedia-hub.com as soon as possible and to adjust the required firewall rules accordingly. Further information on firewall settings can be found in our Knowledge Base:
Release date:
- Changes, Improvements, and Fixes
- Notifications in the Portal
- Whiteboard: Locked-State
- Additional Configurations on Company Settings Page
- Option to make own Company not browsable for Others
- New User-Role for API Users - “Data Analyst - Controller”
- Enhance Navigation in Asset Creation / editing Drawers
- Service Case: show External IDs
- Machine Asset Components in the Service Provider Billing View
Changes, Improvements, and Fixes
Notifications in the Portal
OPERATORSERVICE PROVIDER
We reworked the notifications menu and added a button to mark all notifications as read at once.
Whiteboard: Locked-State
OPERATORSERVICE PROVIDER
Whiteboards in a Service Case chat are locked, i.e. cannot be modified, when the Service Case is closed. This is now properly reflected in the frontend.
Additional Configurations on Company Settings Page
OPERATORSERVICE PROVIDER
On the company settings page, further information of the own company can now be added. The information will be used in the future to present the own company to other companies on the platform. The additional information includes a company logo and a marketing picture as well as a marketing slogan and a company short description.
Option to make own Company not browsable for Others
OPERATORSERVICE PROVIDER
Even so the symmedia Hub is a multi-tenancy platform that focusses on helping companies to get in touch with each other, there are reasons that some companies don’t want to be found through the tenant search. An example would be if the company is just testing the platform or currently in the onboarding phase. Therefore, a possibility to opt-out has been added to the company settings page to hide the own company in search results and proposals.
New User-Role for API Users - “Data Analyst - Controller”
OPERATORSERVICE PROVIDER
A new user role has been added, focussing on API users. This role has only limited functionality in the symmedia Hub frontend, but is able to read all information of the own tenant on API level but has no create, manage or delete permissions.
This includes Service Cases, Licensing information, Users, Customers, Customer Machines, Service Organisations, Assets, Facilities, and related features.
Enhance Navigation in Asset Creation / editing Drawers
OPERATOR
The navigation in the Asset creation and editing drawers has been improved. It is now easier to skip steps and possible to jump from on step to another by clicking on the headline of the step.
Service Case: show External IDs
SERVICE PROVIDER
External IDs for Service Cases are now displayed on the Service Case details page for Service Providers if an External ID as been set. Furthermore, the External ID can now also be added to the Service Case overview table to ease finding a Service Case by its External ID (inactive by default).
Machine Asset Components in the Service Provider Billing View
SERVICE PROVIDER
Users with the tenant admin permission do have access to the Service Provider Billing View, which displays all billing relevant information for active machine assets per customer and month. The license subscription overview is now extended by the number of machine asset components to be billed (connected) as counted from the machines connection configuration.