Managing and Sharing Cloud Access

This article demonstrates how to Manage and Share access to a Lutron Connect Place. This is helpful for dealers with multiple installers or programmers, when you need to collaborate with a partner, when a client requests your support for a RadioRA 3 or HomeWorks QSX system that you do not currently have access to, or you are taking over a job. When taking over a job, creating a new Lutron Designer project file from scratch is time-consuming for the dealer and costly for the homeowner.
<h3 style='text-align: center;'> Skip To: <a href='#have-access-want-to-share' target='_blank'>If You Have Access and Need to Share a Place</a><a href='#have-access-want-to-share' target='_blank'></a>| <a href='#no-access-need-it' target='_blank'>If You Do Not Have Access and Need to Get It</a> | <a href='#FAQ' target='_self'>Troubleshooting & FAQs</a> </h3>
 
<h2 style='text-align: left;'>Before You Begin</h2>
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Familiarize yourself with the following terms used in this guide:
<ul><li>Homeowner - The person who uses the Lutron app to control lights in their house. They interact with the system in Homeowner Mode</li><li>Homeowner Mode - Lutron App mode designed for homeowners and end users. Pro only features and functionality is hidden in this view</li><li>Pro Installer - The Lutron residential dealer who programmed the system.</li><li>Pro Installer Mode - Lutron App mode used to manage systems on behalf of the homeowner by the Pro Installer. This mode has extended features available only to Pros.</li><li>Places - The view, in various parts of the Lutron Connect ecosystem, with the list of Projects a Pro Installer has access to, including connect.lutron.com, Lutron Designer and the Lutron App.</li><li>Place - An individual project within the Lutron Connect ecosystem.</li></ul>
 
Review the information below before sharing or revoking access to a Place:
<ul><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Obtain the myLutron email address of the person(s) you are sharing access.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>If you are revoking access to a Place, you must have the full name of whom you're revoking access from.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>The following is also helpful when attempting to access a Place: <ul><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>The original installer's contact information</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>The homeowner's contact information</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Be on-site with access to the network the processor is on and access to the system's processor.</li></ul>
</li><li>If you are working from an offline project file, ensure remote services are enabled for the project you are working on. 
<ul><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Remote services is enabled by default on all new Lutron HomeWorks and RadioRA3 projects.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Projects started without remote services enabled will not show up in your Places list.</li></ul>
</li></ul>
<h2></h2>
<h2></h2>
<h2>If you have access and need to share a Place<a id='have-access-want-to-share' target='_blank'></a></h2>
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If you have access to a system and need to share it with another myLutron account, follow the steps below.
 
 
<h3><a id='HowTo' target='_blank'></a>Navigate to the Share Access Menu</h3>
There are 4 primary methods for navigating to the Share Access Menu. Click a link below to expand it for more details:
<details class='mce-accordion'>
<summary>Using Lutron Designer</summary>
<ol><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Open Lutron Designer. </li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Choose the system type.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Hover over the Place you wish to share access to.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Click the three dots next to the Open button and select Share.</li></ol>
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='764' height='250' style='color: #3e3e3e;font-family: helvetica, arial, sans-serif;font-size: 16px;'></img>
 
</details>
<details class='mce-accordion'>
<summary>Using the Connect Portal</summary>
View your Places via a web browser without the need for Lutron Designer:
<ol><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Navigate to <a target='_blank' href='https://connect.lutron.com/'>connect.lutron.com</a>. </li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Sign in with your myLutron account email address and password.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Click the <img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='22' height='23'></img> button in the Actions column for the Place you wish to share.</li></ol>
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='762' height='230'></img>
 
</details>
<details class='mce-accordion'>
<summary>Using the Homeowner Mode in the Lutron App<a id='HOMEOWNER-SHARE' target='_blank'></a></summary>
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:
<ol><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Tap on the Settings icon at the top left</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Tap Help from the settings menu.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Tap Remote Assistance from Installer (located beneath the Installer Information).</li></ol>
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; alt='Remote Assistance from Installer button in the Lutron app' height='auto' width='435'></img>
 
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.
 
</details>
<details class='mce-accordion'>
<summary>Using Pro Installer Mode in the Lutron App</summary>
<ol start='1' style='margin-top: 0in;margin-bottom: 0in;'><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 12pt;font-family: Aptos, sans-serif;'>Login to the Lutron app using Pro Installer Mode.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 12pt;font-family: Aptos, sans-serif;'>Select the system</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 12pt;font-family: Aptos, sans-serif;'>Tap the Settings icon at the top left of the screen.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 12pt;font-family: Aptos, sans-serif;'>Select the Share button</li></ol>
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; alt='Settings Menu in Pro Installer mode showing the Share Button' height='auto' width='389'></img>
</details>
<h2></h2>
 
<h2><a id='Menu' target='_blank' style='color: #3e3e3e;'></a>Use The Share Access Menu</h2>
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.
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='487' height='400' style='display: block;margin-left: auto;margin-right: auto;'></img>
 
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.
 
<h3>Sharing Access</h3>
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.
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='562' height='auto' style='display: block;margin-left: auto;margin-right: auto;'></img>
Note: You cannot share access for a longer period than you currently have access. For example, if you have three (3) days of access remaining, you cannot share access to another installer for any longer than three (3) days.
 
 
<h3>Share Link</h3>
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:
<ol><li style='line-height: 1.2;'>Click Generate New Link. <img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='559' height='auto' style='color: #3e3e3e;font-family: helvetica, arial, sans-serif;font-size: 16px;background-color: var(--slds-g-color-surface-container-1, var(--lwc-colorbackgroundalt, #fff));display: block;margin-left: auto;margin-right: auto;'></img></li><li style='line-height: 1.2;font-family: helvetica, arial, sans-serif;font-size: 16px;'>Select the Copy Link button once the link is generated.</li><li style='line-height: 1.2;font-family: helvetica, arial, sans-serif;font-size: 16px;'>Share the link with the users requesting access.</li><li style='line-height: 1.2;font-family: helvetica, arial, sans-serif;font-size: 16px;'>Once the user follows the link they will be given access to the place, provided the link is still active.</li></ol>
Note: Only one link is active at a time. If a new link is generated, the previous link is disabled. 
<ul></ul>
 
<h3 style='line-height: 1.2;'>Manage Access</h3>
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.
 
Homeowner accounts cannot be revoked from the Manage Access screen. Only the Homeowner themselves, or Lutron Tech Support, can remove a homeowner account from a place once it is established.
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; alt='The Manage Access screen as seen from the Designer Software.' height='auto' width='531' style='display: block;margin-left: auto;margin-right: auto;'></img> 
Note: Do not revoke your own access. If you are the only person with access to this Place and the system does not have an activated processor, doing so could make the project unrecoverable if there is no share link or offline project file to use to gain access.
 
 
<h2><a id='no-access-need-it' target='_blank'></a>If You Do Not Have Access and Need to Get It</h2>
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If you do not have access to a system and follow one of the methods outlined below.
 
Note: Remote Services must be enabled to gain access using the following methods. Click a link below to expand it for more details:
 
<details class='mce-accordion'>
<summary>Request access from the Homeowner or another Pro who already has access</summary>
<ol><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>If you know someone with access, contact them and request that they follow the instructions for <a href='#have-access-want-to-share' target='_blank'>If you have access and need to share a Place</a></li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Provide them with the email address of your myLutron account.</li><li style='font-family: helvetica, arial, sans-serif;font-size: 16px;'>Once they have shared with you then the Place should show up in your Places list.</li></ol>
</details>
<details class='mce-accordion'>
<summary>Using Lutron Designer if you have an offline copy of the Project File</summary>
<ol start='1' style='margin-top: 0in;margin-bottom: 0in;'><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Open Lutron Designer.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Select the system type.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Click Browse Local at the bottom of Places screen and open the project file. </li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>If you see Green cloud icon in the upper right corner of Lutron Designer, then you have automatically been granted access to the system.
<ol style='margin-top: 0in;margin-bottom: 0in;'><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>If you see a Yellow cloud then there is a homeowner account established, follow the the steps in <a href='#HOMEOWNER-SHARE' target='_self'>Using the Homeowner Mode in the Lutron App</a></li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>If you see a Grey cloud then the system has remote services disabled and you should be </li></ol>
</li></ol>
 
</details>
<details class='mce-accordion'>
<summary>Using the Lutron App when the Homeowner does not have an account connected to the system</summary>
<ol start='1' style='margin-top: 0in;margin-bottom: 0in;'><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Exit Pro Installer mode.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Sign in using your Homeowner Account, or create a Homeowner account if you do not have one aleady.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Make sure you are on the same LAN as the processor(s) in the system.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Follow the on-screen prompts to discover one of the processors and claim the system as the Homeowner.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Tap on the Settings icon at the top left</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Tap Help from the settings menu.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Tap Remote Assistance from Installer (located beneath the Installer Information). <img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; alt='Remote Assistance from Installer button in the Lutron app' height='auto' width='435' style='font-family: Aptos, sans-serif;font-size: 12pt;background-color: var(--slds-g-color-surface-container-1, var(--lwc-colorbackgroundalt, #fff));color: var(--slds-g-color-neutral-base-10, #181818);'></img></li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Share the place to your myLutron Pro Installer account following <a href='#HOMEOWNER-SHARE' target='_blank'>Using the Homeowner Mode in the Lutron App</a></li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Go to Settings > Edit Home/Area > Remove Home from Account after completing the previous steps.
<ol style='margin-top: 0in;margin-bottom: 0in;'><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>This allows the Homeowner to claim the system when you are ready to hand it over to them</li></ol>
</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Exit Homeowner mode</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Return to Pro Installer Mode</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>The system will now appear in your Places lists</li></ol>
</details>
 Review the <a href='#FAQ' target='_self'>Troubleshooting & FAQ</a> section if the above methods were unsuccessful. 
 
 
<h2><a id='FAQ' target='_blank' style='color: #3e3e3e;'></a>Troubleshooting & FAQs</h2>
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How do I know if the system has Remote Services enabled?
 
Contact Lutron Technical Support over the phone or via our email at <a href='mailto:SystemSupport@Lutron.com' target='_blank'>SystemSupport@Lutron.com</a> with the processor's MAC address.
 
 
I tried accessing the system as a Homeowner but it states the system already has one. 
 
Note: As a Pro Installer, claiming a system using a homeowner account should be a last resort, instead you should be attempting to get share access to your pro account from the existing homeowner, from another Pro with access already, or by getting a copy of the project file.
 
<ol start='1' style='margin-top: 0in;margin-bottom: 0in;'><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>Contact the homeowner to request remote access via the Help menu in the Lutron App. See <a href='#UsingHomeownersLutronApp' target='_blank'>Using the Homeowner's Lutron app</a> for instructions to provide the homeowner.</li><li style='margin-top: 0in;margin-right: 0in;margin-bottom: 8pt;line-height: 115%;font-size: 16px;font-family: helvetica, arial, sans-serif;'>If you can not contact the homeowner or they don't otherwise have access via their Homeowner Account, then send an email with a description of the issue and a clear photo of the MAC address on the label of the processor to <a href='mailto:SystemSupport@Lutron.com' target='_blank' style='background-color: var(--slds-g-color-surface-container-1, var(--lwc-colorbackgroundalt, #fff));'>SystemSupport@Lutron.com</a>. We typically respond within 24 hours with next steps. See the image below for locating the processor's MAC address.</li></ol>
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='347' height='auto' style='display: block;margin-left: auto;margin-right: auto;'></img>
 
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
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='226' height='auto' style='display: block;margin-left: auto;margin-right: auto;'></img>
 
2. Scroll down to the very bottom and select Yes
Note: The option will grey out upon selecting Yes, once a system has Remote Services enabled it cannot be disabled.
 
<img src='https://lutron.my.salesforce-sites.com/publicknowledge/servlet/rtaImage…; width='522' height='auto' style='display: block;margin-left: auto;margin-right: auto;'></img>
 
3. Select Done, then Transfer to the system.
 
 
<h2><a id='Related' target='_blank' style='color: #3e3e3e;'></a>Related Articles</h2>
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Review <a href='https://support.lutron.com/us/en/product/radiora3/article/programming/R…; target='_blank'>Lutron Cloud Connect/Places Introduction</a> for additional Lutron Cloud information.