In some support cases, it may be faster and more effective for our Support team to directly view your Lansweeper cloud site instead of relying on screenshots or diagnostics alone. If requested by Support or when creating a Support Case, you can grant us read-only access to your site by following the steps below.
This access allows us to better understand the issue and provide quicker, more accurate assistance.
When Should You Invite Lansweeper Support?
We may ask for temporary access to your site when:
- The issue is difficult to diagnose through screenshots or logs alone
- We need to understand the scope of the issue (for example, whether it affects one asset or many)
- Additional visibility would significantly speed up troubleshooting
We will always ask for your permission before accessing your site.
How to Invite Lansweeper Support
- Log in to your Lansweeper Cloud Site (using an account that has the Administrator role)
- Navigate to Configuration
- Select Account Management
- Select All accounts
- Click Invite new accounts
- Enter the following email address:
ls.support.help@Lansweeper.com
- Assign the role: View Data
- Confirm and send the invitation.
Important:
After Sending the Invitation
Once you’ve sent the invitation, please let our Support team know so we can accept the invite and begin investigating the issue.
What Access Does Lansweeper Support Have?
- Read-only access to your site
- No ability to change configuration
- No ability to modify or delete assets
This access is used strictly for troubleshooting the issue you reported.
After the Issue Is Resolved
When troubleshooting is complete:
- We will leave your site, which automatically revokes our access.
- We will inform you once we have done so.
If you prefer, you may also manually remove our access at any time by going to:
Configuration → Account Management → All accounts
