Frequently asked questions.

Please send an email to support@jitemore.com. If you include the device's LUMA ID, the symptoms and, if possible, a photo of the screen, we can check faster. We also receive adoption and quote inquiries at the same address.

Most problems are resolved remotely without visiting the store. The LUMA technical support team views and operates the device screen remotely, performs restarts, screen rotation and file cleanup, receives the logs and finds the cause with AI, and then, if needed, installs a fixed version remotely.

The store screen shows “Remote Support in progress,” so staff can tell that support is under way. On screens showing customer information, the device does not send the screen and input control also stops. Each remote session is fixed at 15 minutes and is never left open.

The LUMA technical support team receives the device logs remotely and runs AI Diagnosis. The AI summarizes the severity, a one-line cause, the log lines it is based on, and the steps to follow, and the support team does the final check. The device also routinely counts app freezes, and you can see the count in the console.

The console is web-based, so new features are applied without a separate installation. The LUMA technical support team installs the app on each store box remotely, one at a time. If an installation fails, it stops there and the device keeps running the previous version.

You can open Easy Manual from the help section in the console. You learn tasks such as creating your first menu, publishing content, and registering a box by following the screens, and there are troubleshooting documents by symptom, such as when no screen appears. At rollout, we walk you through the operating flow along with a demo.

Join the console through the link in the invitation email, create a store, and register the box installed at the store. Then add your menu or content and send it to the screen. For the first steps, follow “Getting started” in Easy Manual, and if you get stuck, the support team will help you remotely.

LUMA headquarters sends you a LUMA ID and an 8-digit Pairing code for each box. Enter them as they are on the box's registration screen and press Register. The code can be used only once and is valid for 15 minutes, so receive it while the box is turned on. The LUMA ID is a different value from the Hardware serial printed on the box.

Standard includes email support, Pro includes priority support, and Enterprise comes with a dedicated manager. The detailed scope of support, including Remote Support and AI log analysis, is agreed on when you sign the contract.

A device is shown as Disconnected when there has been no signal from it for more than 3 minutes. Please check the box's power and the store's internet connection first. When the connection returns, the box reconnects by itself. Any publish sent while it was disconnected is closed as failed, so publish again from the console.

Yes. In the console, you can see what is currently showing with a live screen capture, and bring the screen back with a remote restart. If the device is off, the restart command runs as soon as it connects. If the same symptom keeps recurring, contact us and we will find the cause through log diagnosis.

Thirty days after you log in, you need to log in again once. For security, a Member whose Role or assigned store has changed is logged out immediately.

An owner or admin sends an invitation to the staff member's email from the console and sets the Role and the store they will be in charge of. The invitation link can be used for 7 days, and accounts are identified by email. A login email cannot be changed, so to use a different email, send a new invitation to that email.

Files exchanged remotely are kept on the server for only 7 days and then deleted automatically. Screen captures are deleted automatically after 90 days. Remote sessions record who connected and when, and for typed input only the length is kept, not the content.

Ask LUMA finds relevant material in the website's solution overviews, FAQ and news, answers based on that content, and shows the sources alongside. Answers are for reference only, and questions that can't be answered accurately from this material are passed on to a sales representative for a consultation.