Remote management
Act instantly by viewing the screen, without visiting the store
At a glance · LUMA Remote Support
LUMA Remote Support is a device management feature that lets you remotely view and control a LUMA box installed at a store from a console or phone. It provides live screen viewing and touch control, file transfer, remote commands like restart and screen rotation, and device status monitoring all in one place. Every remote session has a set time limit, and a record of who connected and when is kept.
Who it's for
Actual admin app screen · Example store
If this sounds familiar
Key features
View the store device's screen from the console while clicking to tap, dragging to swipe, and typing text. You can also press back and home buttons remotely.
You can connect remotely even if there's no one at the device to press the permission button. Instead, “Remote support in progress” is shown on the device screen so the store can tell.
In the admin app, the device screen appears on top and a touchpad below. Control your store's device with just a phone, even on the move.
When a screen shows guest information, like kiosk point accumulation, the device stops sending the screen and pauses control temporarily. It reappears once the guest finishes.
Get a snapshot of what's currently showing on the device with one button. You can also check it per device from the content publish screen.
View the file list on the device and upload, download, rename, or delete files. Transfer large video files up to 2GB.
System areas required for device operation are read-only by default. The server adds an extra layer of protection against accidentally deleting critical files that could prevent the device from starting.
Files sent or received remotely are kept on the server for only 7 days and then automatically deleted.
Restart the device from the console when the screen freezes. If the device is off, it runs as soon as it reconnects.
Change the screen orientation with 0°, 90°, 180°, 270° buttons and check the current angle instantly.
Check the printer connection and get results with one button from the kiosk device card.
Day-by-day on/off power schedules set in LUMA AI CMS power management also appear in the device list.
For each device, see whether it's online, last connection time, app version, screen angle, and currently playing content.
The device row shows the number of app force-closes or not-responding events reported by the device, so you can catch issues before they grow.
Group devices into folders by store and name them, like “Entrance kiosk”.
Installers use their phone as a touchpad in front of the box to set up the device. No need to detach a wall-mounted box to plug in a mouse, and the screen never leaves the device.
Remote control is limited to owners and admins, while mouse mode is also available to store managers. On/off events and remote session logs are kept, and typed text is logged only as length, not content.
As if you were in front of the screen, without visiting the store
View, tap, move files, and restart · AI-generated videoEquipment
The device viewed and controlled remotely — a device with the LUMA box app installed
RequiredSince the box connects to the LUMA server first, no extra port needs to be opened on the store router
RequiredRemote screen, files, and commands via the LUMA console (web) — web browser
RequiredRemote control from the admin app, and Mouse mode on-site at installation — Mouse mode connects via the 6-digit code on the box screen over the same Wi-Fi as the box
OptionalHow it works
Use cases by industry
Franchise headquarters
A headquarters staff member views the store device's screen in the console and resolves it immediately
Fewer technician dispatches for minor issues, and shorter wait times for stores
Unmanned stores
Connect remotely without anyone having to approve, and check on the kiosk
You can check issues even when no one is around, and the customer info screen is masked automatically for peace of mind
Signage installation & maintenance companies
Use phone Mouse mode on installation day, then manage afterward with remote screen access, files, and restarts
Fewer on-site visits and less equipment needed, with faster customer response
Overseas & remote store operators
Check status from headquarters using screen capture and Remote Control
Provide the same level of support regardless of time difference or distance
Mall & large-store signage
Handle it with the console's screen rotation, restart, and file management instead of a ladder
Manage screens without interrupting business
Get started
Tell us your store size and the equipment you use, and we'll recommend the right setup and quote. We'll also check your existing screens and printers.
Specs
Works even better together
Frequently asked questions
On screens showing customer info, remote screen transmission and input are blocked.
Only people with store admin permission can perform remote control.
Yes. In the admin app, the device screen is shown on top and a touchpad below, and you use them to control the device. On site during installation, you can use Mouse mode, which turns a phone connected to the same Wi-Fi as the box into a mouse. Enter the 6-digit code shown on the box screen to connect.
No. The LUMA box connects to the LUMA server first, so you don't need to change any router settings to view and control the remote screen, restart, and manage files.
Yes. You can browse the list of files on the device and upload, download, rename and delete them, with up to 2GB per file. The system area the device needs to run is read-only by default, which prevents important files from being deleted by mistake. Remote file management requires Owner or Admin permissions.
Our team will help you work out the setup and quote.