FAQ
Can the technician control my phone?
Section titled “Can the technician control my phone?”No. AnchorGrid is view-only. The technician can see your screen but cannot tap, type, or control your device, iOS does not permit it. See What end users see.
Why does iOS ask about screen recording / broadcasting?
Section titled “Why does iOS ask about screen recording / broadcasting?”That’s how iOS shares a screen with an app: through its built-in screen-broadcast feature. You approve it at the start of each session, and iOS shows its recording indicator the whole time you’re sharing. AnchorGrid uses this to send the screen to the technician’s browser, nothing more.
What happens if I get a call or lock my phone mid-session?
Section titled “What happens if I get a call or lock my phone mid-session?”iOS stops a screen broadcast when a phone call comes in, when you lock the device, or on similar system interruptions, that’s an iOS rule, not an AnchorGrid choice. AnchorGrid notices and prompts you to resume with one tap so you don’t have to start over. The technician’s session timer continues across the interruption.
The video froze or dropped. What do I do?
Section titled “The video froze or dropped. What do I do?”Give it a moment, AnchorGrid reconnects automatically when the network recovers, including when you move between Wi-Fi and cellular. If it doesn’t come back, stop and tap Start again for a fresh code.
How long does a session last, and do codes expire?
Section titled “How long does a session last, and do codes expire?”A 9-digit code is single-use and expires about 10 minutes after it’s generated, or the moment a technician connects with it. While the end user waits, the app refreshes the code automatically, so there’s always a live one to share and an unused code is never left open. Once a session is connected, it stays up until either side ends it (or the connection is lost and can’t recover).
Do I need an account?
Section titled “Do I need an account?”- End users: no. Download the free AnchorGrid app, tap Start a session, share the code.
- Technicians: yes, a member account in your team’s AnchorGrid workspace.
Which browsers work for technicians?
Section titled “Which browsers work for technicians?”Any modern browser: Chrome, Safari, Edge, or Firefox, on desktop or laptop. There’s nothing to install; you connect from a normal browser tab.
Is the session recorded?
Section titled “Is the session recorded?”The screen is streamed live to the technician for the duration of the session; it is not saved as a video recording. AnchorGrid does keep connection diagnostics (timing, network quality, reconnect events) so support can understand and fix a bad session, these contain no screen content.
I have a beta access code. How do I use it?
Section titled “I have a beta access code. How do I use it?”Beta codes are for setting up a workspace (the technician side), not the iOS app. Go to anchorgrid.io/redeem and enter your code to get started. The end user still just downloads the free app.
Something isn’t working, or I have a question.
Section titled “Something isn’t working, or I have a question.”Email [email protected]. During the beta we read every message.