Having trouble with a dashboard? Try these troubleshooting steps in order to narrow down your issue.
After the issue is narrowed down, the following details would be very helpful to include when sending a support request:
- the email address of the Luzmo account and your permission to go into this account for investigation purposes. You do not need to share your password for this.
- the name or ID of the dashboard or dataset
- if the issue only affects a specific chart, the ID of the chart
- have you made any recent changes? If so, which ones?
- if the issue only affects an embedded dashboard, the embed key from the response to the authorization request would be very useful.
- if this is hard to get from your dev team, you should be able to right click the embedded dashboard and click Inspect. In the Elements tab, you can search (Ctrl+F or Command+F) for "authkey".
The different channels through which you can contact our support team depend on your license:
- Basic and Professional accounts have access to our Academy, our developer documentation, our blog and our showcases. You can contact our support team via email at support@luzmo.com and our Customer Portal. On first usage you can create a login using the "register now" button at the bottom of the login form.
- Elite accounts have access to the above + phone support. Elite accounts additionally enjoy priority handling for their tickets.
- Enterprise accounts have access to all of the above. Next to that they also have the ability to add access to our emergency hotline to their license. Contact your Customer Success Manager or Account Executive in case this interests you.
All clients have the possibility to engage for a Professional Services project with the Solution Engineering team who have in-depth knowledge of the Luzmo software and embedded analytics as a whole. Trainings and workshops can be organized as well! Contact your Customer Success Manager or Account Executive for more information!