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
- Administration
- Operator
- Using symmedia Hub and getting Help
- Service Provider
- Data Protection Resources
- Edge Devices
- Countries excluded from operating symmedia Hub
- Troubleshooting
- Application Provider
- Secure Service Connect Tunnel
- Applications & Interfaces
- Workflows
- symmedia Hub Public API
symmedia Hub Release Notes
Release date:
- New Features
- Changes, Improvements, and Fixes
- Service Case Creation Notifications are sent with a small Delay to avoid Duplicate Emails
- Service Providers can now create shared Service Cases for Operator-owned Machines
- Additional Filters have been added to the Edge Device Overview
- The SSC DataLink Client can open the SSC Windows Service Logs Directory
New Features
The installApplication GraphQL Mutation has been updated to streamline the Process of upgrading Applications
OPERATORSERVICE PROVIDER
API consumers can now upgrade an application without providing configuration parameters that remain unchanged. Existing configuration values be retained automatically.
Key Improvements
Upgrades no longer require configuration parameters if they have not changed.
Existing values are automatically preserved during the upgrade process.
API-based application management is less complex.
The Platform Notifications are now translated
OPERATORSERVICE PROVIDER
Notifications on the platform are now translated into the user's preferred language. This applies to all channels and notification workflows.
Changes, Improvements, and Fixes
Service Case Creation Notifications are sent with a small Delay to avoid Duplicate Emails
OPERATORSERVICE PROVIDER
In some cases, Service Cases are enriched with additional data by external systems, such as ERP systems, right after creation. This can result in a Service Case update email being sent out a few seconds after the Service Case creation email. Service Case creation emails are now sent with a delay of ten seconds to avoid these duplicate emails.
Service Providers can now create shared Service Cases for Operator-owned Machines
SERVICE PROVIDER
A new enhancement to the workflow allows Service Providers to create shared Service Cases for their Operators. This workflow can also be used for machines licensed by the Operator.
Additional Filters have been added to the Edge Device Overview
OPERATORSERVICE PROVIDER
Two new filters have been added to the Edge Device overview, allowing you to filter by paired assets and customer machines.
The SSC DataLink Client can open the SSC Windows Service Logs Directory
OPERATORSERVICE PROVIDER
To improve access to all SSC DataLink Client logs, the SSC DataLink Client now features a direct link to the SSC Windows Service Logs directory. The log files are located under: C:\ProgramData\symmedia\SSC-Client
Release date:
New Feature
Chat Message Notifications
OPERATORSERVICE PROVIDER
HUB users can now subscribe to notifications for chat messages. Available notification channels are email, push, and inbox (bell). Notifications are deactivated by default and can be activated in the notification settings, which are accessed by clicking the bell symbol in the top right corner of the platform. To reduce the number of notifications, messages are bundled by chat room and sent with a two-minute delay.
At the same time, the old inbox notification for chat messages has been removed.
For more information, please refer to our platform documentation: Notifications
Release date:
New Features
The installApplication GraphQL Mutation has been updated to make Application Upgrade simpler
OPERATORSERVICE PROVIDER
API consumers can now upgrade an application without providing configuration parameters that remain unchanged. Existing configuration values will be retained automatically.
Key Improvements
Upgrades no longer require configuration parameters if they have not changed.
Existing values are automatically preserved during the upgrade process.
API-based application management is now less complex.
Changes, Improvements, and Fixes
Upload of .rar Files in the Chat
OPERATORSERVICE PROVIDER
.rar files can now be uploaded in chat messages.
Release date:
New Features
New Notification Features
OPERATORSERVICE PROVIDER
The symmedia Hub Notifications have been completely redesigned. You can now select the notification channel for each workflow: inbox (in-app), email, or push notification. You can now change the settings directly from the bell symbol in the top right corner. The existing Notification Settings page will be discontinued.
New features have been added for inbox notifications. Messages can now be archived, snoozed, or marked as unread. Additionally, the bulk operations Mark all as read, Archive all, and Archive read have been added. To improve inbox functionality, notifications are now organized into different categories, such as Service or Machines.
New and Updated Notification Workflows
OPERATORSERVICE PROVIDER
New workflows for Asset status and Customer Machine status have been implemented. Currently, both workflows are only available as in-app notifications. Email and push notifications will follow soon.
The existing Service Case-related notification workflows have been updated and enriched with new information across all channels.
Changes, Improvements, and Fixes
Reopening of Service Case is Prohibited
OPERATORSERVICE PROVIDER
In some cases, it was possible to reopen Service Cases. This is now prohibited to simplify Service Workflows.
Release date:
New Features
Remote Access: Internal and Shared Endpoint Configurations
OPERATORSERVICE PROVIDER
Machine owners can define Remote Access endpoints as Internal (only for their own tenant) or Shared (usable for all linked tenants).
All existing endpoints were migrated to Shared endpoints.
Operator View
Operators see all endpoints (Internal and Shared).
Service Provider Internal endpoints are shown greyed out when the Service Provider marks the endpoint as internal.
Service Provider View
The Service Provider can see their own Internal endpoints and all Shared endpoints.
Operators´ internal endpoints remain hidden.
Additional
Clear labeling of Internal/Shared in all views.
Endpoints will be removed when machine ownership or linked tenants are changed.
OS Update: Hint for Required Intermediate Version
OPERATORSERVICE PROVIDER
When updating an Edge Device OS, the portal now shows a hint if an intermediate OS version must be installed before updating to the latest release.
Changes, Improvements, and Fixes
Comments and Deprecations in Public API Documentation
OPERATORSERVICE PROVIDER
Fields that are deprecated in the symmedia Hub schema are now highlighted in the API documentation for easier identification and substitution.
Please be aware that deprecated fields will remain in the API for at least 12 months after deprecation but will be removed afterwards.
symmedia Hub GraphQL API Reference
Changes to the Public API for the Customer Machine and Asset Objects
The Machine Object has been added as a federated field to Customer Machines and Assets, allowing you to query additional fields (e.g., warranty and collaboration status) and substitute some field of these objects. Please check the API documentation for details:
symmedia Hub GraphQL API Reference
Restricting Recursion Depth for All GraphQL Calls
In the public API, the maximum recursion depth is eight to prevent DOS attacks. This should not affect existing API implementations. However, if this recursion depth is insufficient for your use cases, please contact our support team.
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.