A system for troubleshooting in-vitro diagnostics, IVD, equipment, comprising: a processor configured to receive sensor data pertaining to a status of the IVD equipment and to transmit the sensor data in substantially real-time to at least one of a user/operator's mobile device and a remote technical support center; and one or more memory devices containing software instructions - to present a pre-recorded tutorial to a user/operator; and - to enable the user/operator and a representative to see one another during a call; and - to configure the mobile device to: ∘ facilitate the call between the user/operator of the IVD equipment and the representative at the remote technical support center; ∘ display one or more images (150, 180) to the user/operator's mobile device at substantially the same time that the representative can see the one or more images (150, 180), wherein the one or more images (150, 180) comprise at least one image captured by a camera on the mobile device; and ∘ receive at least one command from the representative to change the one or more images (150, 180) displayed on the user/operator's mobile device, wherein the at least one command comprises one or more commands to allow the representative to emphasize a portion of the one or more images (150, 180), wherein the at least one command comprises one or more commands to allow the representative to instruct the user/operator's mobile device to do at least one of: ▪ performing a zoom function on the camera and ▪ turning on a light to illuminate the image plane of the camera. a processor configured to receive sensor data pertaining to a status of the IVD equipment and to transmit the sensor data in substantially real-time to at least one of a user/operator's mobile device and a remote technical support center; and one or more memory devices containing software instructions - to present a pre-recorded tutorial to a user/operator; and - to enable the user/operator and a representative to see one another during a call; and - to configure the mobile device to: ∘ facilitate the call between the user/operator of the IVD equipment and the representative at the remote technical support center; ∘ display one or more images (150, 180) to the user/operator's mobile device at substantially the same time that the representative can see the one or more images (150, 180), wherein the one or more images (150, 180) comprise at least one image captured by a camera on the mobile device; and ∘ receive at least one command from the representative to change the one or more images (150, 180) displayed on the user/operator's mobile device, wherein the at least one command comprises one or more commands to allow the representative to emphasize a portion of the one or more images (150, 180), - to present a pre-recorded tutorial to a user/operator; and - to enable the user/operator and a representative to see one another during a call; and - to configure the mobile device to: ∘ facilitate the call between the user/operator of the IVD equipment and the representative at the remote technical support center; ∘ display one or more images (150, 180) to the user/operator's mobile device at substantially the same time that the representative can see the one or more images (150, 180), wherein the one or more images (150, 180) comprise at least one image captured by a camera on the mobile device; and ∘ receive at least one command from the representative to change the one or more images (150, 180) displayed on the user/operator's mobile device, wherein the at least one command comprises one or more commands to allow the representative to emphasize a portion of the one or more images (150, 180), ∘ facilitate the call between the user/operator of the IVD equipment and the representative at the remote technical support center; ∘ display one or more images (150, 180) to the user/operator's mobile device at substantially the same time that the representative can see the one or more images (150, 180), wherein the one or more images (150, 180) comprise at least one image captured by a camera on the mobile device; and ∘ receive at least one command from the representative to change the one or more images (150, 180) displayed on the user/operator's mobile device, wherein the at least one command comprises one or more commands to allow the representative to emphasize a portion of the one or more images (150, 180), wherein the at least one command comprises one or more commands to allow the representative to instruct the user/operator's mobile device to do at least one of: ▪ performing a zoom function on the camera and ▪ turning on a light to illuminate the image plane of the camera. ▪ performing a zoom function on the camera and ▪ turning on a light to illuminate the image plane of the camera.