The best possible way to help investigate an issue is to provide remote access via one of the following applications:
•Team Viewer (http://www.teamviewer.com)
•Citrix GoTo Meeting (https://www.citrix.com/products/gotomeeting/overview.html)
•RDP (Windows Remote Desktop). Requires Public IP.
For Linux Mac it is possible to open SSH access. Requires Public IP.
Finally Public IP is necessary for the following investigations:
•Ability to connect remotely to the System and debug issue on the client side (server should be accessible via Internet)
•Camera issues investigations. For this purpose Camera should be accessible via Internet by Public IP.