HomeWorks Support

This article demonstrates how to locate a Place and extract the project file from the Lutron Connect Cloud. This is helpful when a client requests your support for a RadioRA 3 or HomeWorks QSX system that was programmed by someone else. 

Creating a new Lutron Designer project file from scratch is time-consuming and undesirable. Follow the steps in this guide for a more efficient solution. 

Skip To: Navigating to the Share Access Menu | Using the Share Access Screen | Troubleshooting & FAQs

Before You Begin

Familiarize yourself with the following terms used in this guide:

• Homeowner - The person who uses the Lutron app to control lights in their house.
• Pro Installer - The Lutron residential dealer who programmed the system.
• Pro Installer Mode - The mode used to manage systems on behalf of the homeowner in the Lutron app.
• Places - The menu that displays the Lutron systems you have access.
• Place - The location where the project files are stored on the Lutron Connect Cloud.

Review the below information before sharing or revoking access to a Place:

• Ensure remote services are enabled for the project you are working on. 
• Obtain the myLutron email address of the person(s) you are sharing access.
• Have access to the Place and the full name of whom you're revoking access from.
• The following is also helpful when attempting to access a Place:
   
  • The original installer's contact information
  • The homeowner's contact information
  • A copy of the project file that has not had a homeowner set up the app yet.
  • Be on-site with access to the network the processor is on and access to the system's processor.

Navigating to the Share Access Menu

There are 4 primary methods for navigating to the Share Access Menu. Click a link below to expand it for more details:

Using Lutron Designer

1. Open Lutron Designer. 
2. Choose the system type.
3. Hover over the Place you wish to share access to.
4. Click the three dots next to the Open button and select Share.

Using the Connect Portal

View your Places via a web browser without the need for Lutron Designer:

1. Navigate to connect.lutron.com. 
2. Sign in with your myLutron account email address and password.
3. Click the button in the Actions column for the Place you wish to share.

Using the Homeowner's Lutron App

This is useful in the event the original installer cannot be located/reached. Advise the homeowner to open their Lutron app and follow the steps below:

1. Tap on the Settings icon at the top left
2. Tap Help from the settings menu.
3. Tap Remote Assistance from Installer (located beneath the Installer Information).

Did a Remote Access Code appear instead of the Share Menu? 

The project file is not backed up to the cloud. You must locate the original project file or remake a new project file, which requires factory-defaulting the processor.

Using Pro Installer Mode

1. Login to the Lutron app using Pro Installer Mode.
2. Select the system
3. Tap the Settings icon at the top left of the screen.
4. Select the Share button

Alternative Methods to Gain Share Access

Remote Services must be enabled to gain access using the following methods. Click a link below to expand it for more details:

Using Lutron Designer

1. Open Lutron Designer.
2. Select the system type.
3. Click Browse Local at the bottom of Places menu and open the project file. 

Using the Lutron App

1. Exit Pro Installer mode.
2. Sign in as a Homeowner.
3. Follow the on-screen prompts to activate the process and take over the system.
4. Tap on the Settings icon at the top left
5. Tap Help from the settings menu.
6. Tap Remote Assistance from Installer (located beneath the Installer Information).

7. Go to Settings > Edit Home/Area > Remove Home from Account after completing the previous steps. The Homeowner may now take over their system again.

You must obtain the original project file if the system does not have Remote Services enabled. If you can not locate the original project file the file must be remade which requires factory-defaulting the processor.

Review the Troubleshooting & FAQ section if the above methods were unsuccessful. 

Using The Share Access Menu

The Share Access Menu is a unified menu across Lutron systems. This is where users can share, revoke, and review system access. This menu is accessible to Homeowners and Installers.

Note: The screenshot provided is from Lutron Designer. The format may look slightly different depending on which method you are accessing it from, but the options will be the same.

Sharing Access

Here you can share access to the Place with another installer and control how long they have access via the Access Duration dropdown. This is ideal if you need to share it with an individual, or if a Homeowner has already claimed the system.

Share Link

Use the Share Link function to share access to multiple users. This feature does not work if a Homeowner has already claimed the system.

Follow the steps below to share a link to a Place:

1. Click Generate New Link.

2. Select the Copy Link button once the link is generated.

3. Share the link with the users requesting access.

Note: Only one link is active at a time. If a new link is generated, the previous link is disabled.

Manage Access

This option displays the users who currently have access to the system, and how long their duration of access is. You also can revoke user access from this screen.

Note: Do not revoke your access if you are the only person with access to this Place and the system does not have an activated processor. Doing so will remove the Place and make the project unrecoverable.

Troubleshooting & FAQs

How do I know if the system has Remote Services enabled?

Contact Lutron Technical Support over the phone or via our email at SystemSupport@Lutron.com with the processor's MAC address.

I tried accessing the system as a Homeowner but it states the system already has one. 

Contact the homeowner to request remote access via the Help menu in the Lutron App. See Using the Homeowner's Lutron app for instructions to provide the homeowner. 

If you can not contact the homeowner, send an email with a description of the issue and a clear photo of the MAC address on the label of the processor to SystemSupport@Lutron.com. We typically respond within 24 hours with next steps. See the image below for locating the processor's MAC address.

How do I enable Remote Services on a project file?

Complete the steps below in Lutron Designer to enable Remote Services:

1. Go to Tools > Project Settings

2. Scroll down to the very bottom and select Yes

Note: The option will grey out upon selecting Yes

3. Select Done, then Transfer to the system.

Related Articles

Review Lutron Cloud Connect/Places Introduction for additional Lutron Cloud information.