Screen Support and Video Calls — User Manual
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LumberLinq has two kinds of video calls. They look alike, but they are for different things.
| Screen support | Video call with the LumberLinq team | |
|---|---|---|
| What it is | Support looks at your LumberLinq screen to solve a problem | A call with a LumberLinq sales person, for example a demo |
| How it starts | Inside a support ticket | A link sent to you by e-mail or message |
| Do you need to be signed in? | Yes | No |
| Recorded? | Never | Never |
Screen support (you are signed in)
Support can ask to see your LumberLinq screen while they help you with a ticket. You are always in control. Nothing starts until you press the buttons yourself.
When support asks to see your screen
- You get a notification (and a ticket reply) saying “Support would like to see your screen”.
- A window opens on your screen. Press Open now (or open the ticket and press Share my screen).
- The call opens full screen. Press the share screen button in the call.
- In your browser’s picker choose the LumberLinq tab only. Do not choose “Entire screen” or another window.
- Support sees only what you chose. They cannot click or type for you.
- To finish, press Stop at the top. Support can also end the session.
If you are not ready, press Not now. The invitation stays in the ticket for 30 minutes.
If you want to ask for it
If your company has this switched on, a company administrator will see Ask support to see my LumberLinq tab inside a ticket and on the ticket list. Support then accepts it and the call opens in the same way. If you do not see the button, raise a normal ticket and support will start the session for you.
Rules to know
- Only the person support asked can join, not other people in your company.
- You have 30 minutes to join after support asks. A session lasts at most 60 minutes.
- Only one screen support session can be open for your company at a time.
- It is never recorded, and nothing stays open after you press Stop.
- A phone or the LumberLinq app cannot share a screen. This is a limit of phones, not of LumberLinq. You can still join, talk and chat. To share your screen, use Chrome or Edge on a computer.
Video call with the LumberLinq team (you got a link)
- Open the link from your e-mail or message. Use a computer or a phone with a camera and microphone.
- If the invitation came by e-mail, press Send me a code. We send a 6-digit code to the e-mail address the invitation went to. Type the code. (A link you were sent by message may not ask for a code.)
- Type your name and e-mail, tick the security check and press Join.
- Wait to be let in. The host admits each person. This can take a moment.
- Allow the camera and microphone when your browser asks.
Rules to know
- The link is for you only. Please do not forward it. If someone else needs to join, ask the LumberLinq team to invite them.
- The link works for a short time (about 2 hours) and only a few times. If it has expired, ask for a new one.
- The call is never recorded.
- You cannot send files in the call unless the host allows it.
Check your setup before you join
On the video call page press Check my setup. It tests, in a few seconds, your browser, your camera, your microphone and whether you can share a screen, and tells you what to fix.
Fixing common problems
| Problem | What to do |
|---|---|
| The page says the link has expired or was used too many times | Ask the LumberLinq team for a new link |
| ”Waiting for the host” | The host has to press Admit. Wait a moment, or message the host |
| The code e-mail does not arrive | Check the spam folder. The code goes to the address the invitation was sent to, not to a different address you type. Press Send again after 30 seconds |
| ”That code is not right” | Type the newest code. A code works for 10 minutes and for 5 tries. Press Send again for a new one |
| Camera or microphone does not work | Click the camera or lock icon in the browser’s address bar, choose Allow, then refresh the page |
| The call is stuck on “Starting the call…” | Check your internet, then press Retry. If it still waits, press Open in a new tab |
| I can’t share my screen | You are on a phone or in the app. Use Chrome or Edge on a computer |
| I shared the wrong window | Press Stop and start again. Choose only the LumberLinq tab |
| I do not see “Screen support” in my ticket | Your company may not have it switched on. Ask support in the ticket to start the session |
Still stuck? Raise a ticket from Support in the menu and tell us what you see on the screen.