---
title: "Remote troubleshooting"
description: "Start a remote session and access your terminals remotely."
url: "https://docs.adyen.com/point-of-sale/android-terminals/start-remote-session"
source_url: "https://docs.adyen.com/point-of-sale/android-terminals/start-remote-session.md"
canonical: "https://docs.adyen.com/point-of-sale/android-terminals/start-remote-session"
last_modified: "2020-10-09T12:30:00+02:00"
language: "en"
---

# Remote troubleshooting

Start a remote session and access your terminals remotely.

[View source](/point-of-sale/android-terminals/start-remote-session.md)

It is possible to access a user's Android payment terminal remotely from the Customer Area. The remote session creates a duplicate of the terminal's screen in the Customer Area and lets you interact with the menus and the Android apps on the terminal. You can then troubleshoot issues or configure the terminal settings on behalf of the user.

Someone who operates the terminal must be available to start the remote session on the terminal.

## Requirements

Before you begin, take into account the following requirements, limitations, and preparations.

| Requirement                                    | Description                                                                                                                                                                                 |
| ---------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Integration type**                           | A [Terminal API integration](/point-of-sale/get-started) with payment terminals or a [Standalone \<solution](/point-of-sale/standalone).                                                    |
| **[Customer Area roles](/account/user-roles)** | To start a remote session, make sure that you have the following role(s): * **Merchant POS Terminal Management Admin**- **Merchant POS Terminal Support**                                   |
| **Hardware**                                   | Android payment terminals. Verifone Android terminals, including M450 and P360, on software version 1.115 or later. All other terminal models must be on software version 1.105.2 or later. |
| **Limitations**                                | You need a person operating the terminal to start a remote session on the terminal.                                                                                                         |
| **Setup steps**                                | Before you begin: - Make sure you have [Websockets](/point-of-sale/diagnostics/check-cloud-connection/) enabled.                                                                            |

## Allowlisting

Depending on your network or security requirements, you may need to add the URL `http://ec2-3-74-103-52.eu-central-1.compute.amazonaws.com/` to the allowlist of your firewall.

We [recommend using DNS resolution](/development-resources/security/integration-security/allowlisting) and domain-based allowlisting. However, for your information, these are the IP addresses and ports used for remote access:

* 3.74.103.52:3478 TCP/UDP
* 3.74.103.52:80 TCP
* 3.74.103.52:443 TCP
* 3.74.103.52:443 49152 - 65535 UDP

## Start a remote session

To start a remote session:

1. Log in to your [Customer Area](https://ca-test.adyen.com/).
2. Under **In-person payments**, go to **Terminals** and select the terminal.
3. Select **More options** > **Start remote session**.\
   A one-time passcode shows in your Customer Area.
4. Instruct the terminal operator to select **Start session** on their payment terminal and enter the one-time passcode.\
   A duplicate of the terminal screen shows in your Customer Area. You can interact with the terminal menus remotely.
5. When you are done, select **End session**.

The session can be ended both from the Customer Area and from the terminal. If you want to start a new session, you need to authenticate again with a one-time password.

## See also

* [Troubleshooting terminals](/point-of-sale/pos-troubleshooting)
* [Get started manuals](/point-of-sale/user-manuals)
* [Allowlisting IP addresses](/development-resources/security/integration-security/allowlisting)