What to have ready for a session with the support

When you have a session with the support to deal with a technical issue, we need some access to ensure that we can get fully around the issue and help you in the best possible way. Here is an overview of what we need access to sorted by the different products. If your issue is related to Display, you can disregard the chapter for Visitor, just as if your issue is related to Visitor you can disregard the chapter for Planner.

Products:

• Planner
• Display
• Visitor

Planner

To ensure a successful session, please have the following ready for your meeting with our technician:

• Access to the SQL server with administrative rights to the sql database (and knowledge on how to connect to it)
• Administrative access to the server where Planner is installed (and knowledge on how to connect to it)
• Access to open Planner in a browser and log in with an account with administrator rights.
• That the server is installed with the prerequisites mentioned in https://helpdesk.pronestor.com/hc/en-us/articles/360019724252

Display

To ensure a successful session, please have the following ready for your meeting with our technician:

• Administrative access to the server where Display is installed (and knowledge on how to connect to it)
• Access to open Display in a browser and log in with the account.
• That the server is installed with the prerequisites mentioned in https://helpdesk.pronestor.com/hc/en-us/articles/360019724252

Visitor - the new web based version

To ensure a successful session, please have the following ready for your meeting with our technician:

• Access to the SQL server with administrative rights to the sql database (and knowledge on how to connect to it) if you are on-premise
• Administrative access to the server where Visitor is installed (and knowledge on how to connect to it) if you are on-premise
• Access to open Visitor in a browser and log in with an account with administrator rights. if you are on-premise
• That the server is installed with the prerequisites mentioned in https://helpdesk.pronestor.com/hc/en-us/articles/360019724252 if you are on-premise
• Access to the machine where the print agent is installed
• Access to the printer
• Access to the machine where the scanner is installed
• Access to the scanner