[DRAFT *J *D *P] STUDENT STUFF - APPLYING, LICENSES ETC

[DRAFT J D *P] STUDENT STUFF - APPLYING, LICENSES ETC

This is simply a collection of some notes and bits I collected that's now best in IKB

images form GDoc don't transfer, so have extracted and added all to this doc for later editing use

Process for us (August 2021) (exceptional case)

re https://lumion.zendesk.com/agent/tickets/23832 and https://lumion.zendesk.com/agent/tickets/23805

Let's just try and issue a manual quicker in future so that:
1. We ask the student to contact SheerID
2. If they are unable to make progress with SheerID assistance then we ask for a screen capture of the steps from step 1 onwards
3. If still no clear reason we ask SheerID direct for assistance.
4. If everything seems OK at SheerID, then we go straight to issuing it manually.

STUDENT STUFF - APPLYING, LICENSES ETC

Create some IKBs

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Contacts at SheerID for schools on the dropdown lists etc:

Spencer Hartley [email protected]

And Tara - don’t have email address: [email protected]

Tara

Senior Technical Client Services

SheerID Helpdesk

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Now 10 countries using SheerID 7/04/2020

USA

Netherlands

United Kingdom

Canada

Australia

Denmark

Norway

Finland

Sweden

Singapore

Germany

new:

Israel ? (09/24)

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18 Jan 2021:

Customer Care & Tech Supp Room

Jose:

students from England, Scotland, Wales and Northern Ireland (the UK) are directed to SheerID. Irish students can no longer get a student license . This did not show on the find-reseller page for a few days as a decision had not been made, so these students got caught up in a loop and for them I've created student licenses manually.

Miguel Budesca, Yesterday 21:30

Hi @José Roest - The auto re-direct for Students is managed by the marketing team. If something is off, please let Daniel/Thea know. The only re-direct we control is the one when you click on "contact us" in the knowledge base.

Miguel Budesca, Yesterday 21:32

Just to check, I used a VPN as UK, and going to https://lumion.com/educational-licenses.html shows me the Sheer-ID country page, clicking on "Get student pro" sends me correctly to the https://lumion.com/students.html

Miguel Budesca, Yesterday 21:34

Clicking on the Edu faculty link of "contact local partner" sends you to the partner contact page. Clicking on "student page" link there sends you to the correct https://lumion.com/students.html page. I wasn't able to reproduce the loop

Paul Creyghton, Yesterday 21:44

Fwiw . you can test using region=IR query parameters instead of VPN

https://lumion.com/students.html?region=IR

Students - Lumion

Miguel Budesca, Yesterday 21:46

Thanks! Did not know that 😀

José Roest, Yesterday 22:52

As far as I can see, all redirects are ok, so the most likely explanation is that the student is not in Scotland.

we'll wait for the student's reply

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https://lumion.zendesk.com/agent/tickets/16104 and others

January 2021

Hi Both , I think the outcome of our discussions is that students from Ireland are not eligable for Student offering. And we do not want the UK reseller to take this burden .

This student was incorrectly informed by our site (and Jose fixed that by now?)

Wether we generate a license manually by exception for this student or not is up to you ( José ?)

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PayPal Issue - new PayPal account

https://lumion.zendesk.com/agent/tickets/11684

Q: am a graduate student at UCLA AUD. I would like to try the student version of lumion. For the first step it is required to log in into the paypal account. I can log in anytime to my paypal account but not when I am doing it for the STEP 1 request.

Solution:
Now I was able to do the first step, I am waiting for the verification of my student profile. I opened a paypal account just for getting Lumion and probably the problem was that the paypal account was not yet fully registered when I tried to step 1 (I received only last night an email from paypal saying thank you for your registration).

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https://lumion.zendesk.com/agent/tickets/7226

the reseller in the UK can still issue student licenses so I've asked the student to get in touch with them. This may not be the case for all countries, so no worries to continue to forward these requests to us.

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you can search the portal on this request ID ? handy-dandy!!

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Dimitris Sifakis

02:56

New

https://lumion.zendesk.com/agent/tickets/10150 - do you need anything from me on this?

Morten Warner-Fog

02:58

New

(no)

Dimitris Sifakis

02:59

New

(got it. no worries. in case he still can't solve it: proxy check + tell him to disable extensions with VPN)

Morten Warner-Fog

02:59

New

If he clicks on the page link and it still doesn't work, it's because he's using a VPN or similar.

Btw, important point about the error he got (where it's a page for students in America):

If you google 'Lumion student', you might see this search result further down on the page

However, as the URL alludes to, it's only meant to be for US-based students

There is supposed to be a re-direct to the standard application page if you're outside the USA

but it's still possible to somehow end up on

https://lumion.com//usa-only.html

Dimitris Sifakis

03:03

New

i am getting the same

will try to remember this.

For people who are in one of these countries, the link should re-direct you to the correct application page for those countries:

The application link for these 10 countries is:

https://lumion.com/students.html

Students - Lumion

lumion.com

People outside those countries should end up on:

https://lumion.com/educational-licenses.html

Here are the steps for a student Applying

Martijn Wed 8/04/2020:

Student Verification Flow

https://docs.google.com/document/d/17A5U6naOPINItpa1vFqHOru9Y7PYU0Kg3IGIAG_pJTU/edit

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Wed 02:41

New

One other note, to make sure everyone knows what's required for the instant verification process, this is the process:

1) Sign in through PayPal, pretty straight forward.

2) If a success you'll go back to Lumion.com/students/blablabla with a little window on top of it by SheerID. Your email address will already be autofilled (your PayPal email is used)

3) Select a country has two follow options. For the US there will be a date of birth field added, for any other country the required info will remain the same:

4) After filling in all required info you'll either be instantly matched with a database or you'll have to upload documentation that will be checked by a person:

5) Once you upload documentation and submit it for review you'll get the following message:

Martijn Hermans

Wed 02:44

Edited

New

6) Pressing finish will take you to https://lumion.com/students-status.html

7) In the case your documentation isn't sufficient you'll get the following email:

Hardware check: there's still a little section on the student page dedicated to that.

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Morten Warner-Fog Sat 11/04/2020 08:21

Paul says this issue has now been resolved.

FYI:

There's a slight problem with the student application process.

People who are not located in the USA or one of the 9 new countries can accidentally access the Paypal application process.

The way they end up on the wrong page is by searching for 'lumion student' on Google.

The top result is this page:

This page redirects you to the page that was only meant for students in USA and the 9 new countries.

We have asked Paul to block the Paypal application page if you're not in the USA and the 9 new countries.

So you might get Support Requests from students who don't know how to apply for a student license because there is no redirect from that page to the 'Find your local Lumion partner' page.

Workaround: Simply tell them to contact their local Lumion partner (and include the link to that page).

https://lumion.com/find-reseller.html

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Martijn Wed 8/04/2020 GChat:

FYI, for anyone in support encountering a student who goes through the PayPal check and then gets back to the Lumion.com/students without any SheerID thing (meaning they'll try again and the same happens). I managed to get this over and over when I had my Ghostery plugin on. It basically blocks the whole SheerID thing after a successful PayPal check

Once I deactivated my privacy stuff all worked well.

(just had to refresh the page)

Now 10 countries using SheerID 7/04/2020

USA

Netherlands

United Kingdom

Canada

Australia

Denmark

Norway

Finland

Sweden

Singapore

Morten in Customer Facing Room:

There's a known issue when applying for a student License Key in one of the 9 new countries (the USA is not affected).

If you do not fill in the university field and click 'verify and continue'...

Or...

If you fill in the 'university' field with text that is not a known educational institution in the SheerID database and click on 'verify and continue'...

... the application breaks and can't be completed (without a workaround).

Workaround: If that happens, the customer should pick a different country in the drop-down menu and then pick their country again.

The next time they start typing in the 'university' field, SheerID will start suggesting universities again from their database.

Example of incorrect text in the 'university' field:

Example of workaround (Pick a different country via the 'country' dropdown menu):

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USA web site page

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images:

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[Draft *J *D *P] STUDENT STUFF - APPLYING, LICENSES ETC