Screen Support and Video Calls — FAQ
Also searched as: is screen sharing safe, can support control my computer, is the call recorded, forward call link, share screen on phone, why can I not share my screen, support session limit, who can join screen support.
Can support control my computer or click for me?
No. Support can only see what you choose to share. They cannot click, type or take control.
Can support see my whole computer?
Only if you choose to share it. Please choose the LumberLinq tab only in your browser’s picker. Your browser decides what the picker offers, so LumberLinq cannot lock it. If you shared more than you meant to, press Stop at once.
Is the call recorded?
No. Neither screen support nor a video call with the LumberLinq team is recorded.
Does support start looking at my screen without asking?
No. Even after support asks, nothing is shared until you press the share button and pick what to share.
Who can join a screen support session?
Only the person support asked, signed in with their own login. A colleague in the same company cannot join in their place.
Why can’t I share my screen from my phone or the LumberLinq app?
Phones and apps do not allow screen sharing from a web page. You can still talk and chat. For sharing, use Chrome or Edge on a computer.
How long can a session last?
You have 30 minutes to join after support asks, and a session lasts at most 60 minutes. You or support can stop it earlier.
I do not see the “Ask support to see my LumberLinq tab” button.
It is shown to company administrators of companies that have it switched on. Otherwise raise a normal ticket and support will start the session from there.
Can I send the video call link to a colleague?
Please do not. The link is for the person it was sent to. Ask the LumberLinq team to invite your colleague, and they will send their own link. Invitations sent by e-mail also need a 6-digit code that goes to the invited address, so a forwarded link will not work.
Why do I have to wait after pressing Join?
The host admits every guest one by one. This keeps the call private.
Why did I get a 6-digit code?
To make sure the person opening the link is the person who was invited. The code goes to the address the invitation was sent to.
The link says it expired or was used too many times.
For safety a link works for about 2 hours and only a few times. Ask the LumberLinq team for a new link.
My camera or microphone is blocked.
Click the camera or lock icon in the browser’s address bar, choose Allow, and refresh the page. The Check my setup button on the call page tests this for you.