Frequently Asked Questions

Find quick answers to common questions about using LuminLogic® eQMS and Regulatory Compliance software-as-a-service. Our FAQs address a wide range of topics to help you resolve issues swiftly.

General Information

What days are LuminLogic customer support available and during what hours?

The LuminLogic Team is available by phone from 8:00 am – 5:00pm EST Monday – Friday. If you send an email to info@luminlogic.com after 5:00 pm, LuminLogic Team members may still be available to address your request after hours.

What is a Functional Area?

Functional Areas are the tabs that display when a user logs into LuminLogic.

What is a Module?

Modules are the functionalities provided in each Functional Area such as Documents, Links, Contacts, etc.

Pricing and Billing

Is there a cost associated with adding new functional areas?

No. You can add as many functional areas as you would like to meet your business needs.

How much does adding a user license cost?

This depends on the program complexity, so please contact the LuminLogic Team at info@luminlogic.com.

Product Features and Usage

Can my partners and suppliers sign documents in LuminLogic?

Yes. Any user who has been provided with a User Account by a site administrator is able to sign documents.

Can I sign documents from my phone or other mobile device?

Yes. LuminLogic may be accessed by any compatible browser so documents can be signed from any device.

Does LuminLogic have a Mobile App?

Not currently. At MethodSense, we continue to work towards new features and functionality that can meet client needs. Creating a mobile app is in LuminLogic’s plan for a future release.

How do I change my password?

To change your user password, please follow the steps below: Navigate to the dropdown menu in the top right corner of the screen, to the right of your name. Hover over the menu icon and click “Change Password.” Paste your system-generated password under Old Password. Enter your new password under New Password and Confirm Password. Click “Change.” The system will confirm that you have changed your password and provide you with an email confirmation.

How do I receive more / less notifications?

To customize your notifications, follow the steps below: Navigate to the dropdown menu in the top right corner of the screen, to the right of your name. Hover over the menu icon and click “User Settings”. Select the notices you wish to receive and the frequency for such notices and click Update to save your preferences.

How can I notify a user they need to sign a document immediately?

To send an immediate notification to a signatory, follow the steps below: Navigate to the module where items are pending signatures. From the module menu, select “E-Signatures Notice”. Select the users and items; they should receive an immediate email notifying them of the pending action.

How do I obtain Training Reports?

There are different methods you can use to receive Training Reports: 1. Dashboards 2. Document Report 3. Pending Signatories Report 4. Completed Signatures Report Once you select any of these Reports from the module menu, you may click the Modify button to customize the report to best fit your needs. You may export the report to Excel or Save it to the My Reports module.

I forgot my password, now what?

A user with administrative permissions can reset your password. A new temporary and system-generated password will be provided to you. You may also contact the LuminLogic Team for assistance at info@luminlogic.com.

I cannot remember where I uploaded a document, how do I find it?

LuminLogic provides a Global Search feature that allows you to locate your files. The Global Search is available under the LuminLogic logo to the right of your page.

Can I share a link to a document with other users?

Users who have access to LuminLogic must be logged in at the time they click on a URL link to view the shared information. Users who do not have login capability to the system are not able to access LuminLogic files or links to files.

Can I change the name or order of my LuminLogic tabs?

Yes, an administrator with access to the Functional Area Management can make these changes. You may also contact the LuminLogic Team at info@luminlogic.com.

Can I customize how much information and what information I see when I login to LuminLogic?

Users can customize which columns display and the order in which they display for each module. To customize your module, follow the steps below: 1. Navigate to the module you wish to customize, hover over the module menu and select “User Preferences.” 2. You may select and adjust the columns, order of columns, and number of rows that display.

My login account has expired. How do I activate my account again?

A user with administrative permissions can update your account. You may also contact the LuminLogic Team at info@luminlogic.com.

How many folders can I create in LuminLogic?

LuminLogic allows you to create as many folders and subfolders as you need. However, for a better experience, we recommend you limit the folders to 1,500 per Functional Area.

LuminLogic times out. Can I change this?

LuminLogic is designed and configured to meet 21 CFR Part 11. We are happy to adjust your instance to a timeout session that fits your company’s needs but regulated and compliant systems typically expect that sessions timeout at a minimum every 20 minutes when idle.

How do I prevent other users from making changes to documents while I am working on them.

LuminLogic provides a check-out feature. When you check out a file, other users can download and view the file but are unable to upload a new version or make changes to it.

How do I prevent a user from moving files to a different folder or functional area?

From a document’s menu, select Link/Move. When you see all areas where the document is linked, select the checkbox Secure Link to ensure your document cannot be moved away from this location.

How do I view a document’s signatures?

If a document is fully signed, you can see the signatures by clicking on the green signature icon located to the left of the document name. If a document is partially signed, or not signed, the signature icon displays orange, and you can still click to see if anyone has started signing.

My module makes “Status” options available that do not reflect my process. Can I add / remove new options?

Users who have been granted with edit permissions on the module, can typically add new Status options from the edit page. Also, users with administrative permissions can add or remove Status options for any of the modules you use. You may also contact the LuminLogic Team at info@luminlogic.com.

Can I rename the fields that display within each module?

Although you can change the contents of most fields in LuminLogic, currently, you are not able to change the name of these fields.

Can I hide or add fields that display on each LuminLogic module?

Although you can change the contents of most fields in LuminLogic, currently, you are not able to remove or add new fields in modules.

Product Updates

Will I be notified before LuminLogic gets updated?

Yes. MethodSense notifies customers of new releases and creates plans for upgrading sites at times when there is the least possible interruption of business operations.

How often does LuminLogic release new versions?

MethodSense is committed to releasing a new version of LuminLogic each year.

Security and Privacy

Is LuminLogic 21 CFR Part 11 compliant?

Yes, LuminLogic is designed to meet 21 CFR Part 11 and EU Annex 11 by incorporating compliant electronic signatures, audit trails, security controls and document version controls. LuminLogic is also validated at the Point of Use saving you time and cost from validation activities. LuminLogic has been successfully audited by regulatory authorities and agencies and has been found to meet regulatory expectations. Please contact the LuminLogic Team at info@luminlogic.com for a copy of the LuminLogic 21 CFR Part 11 compliance assessment.

Is my data secure?

LuminLogic incorporates security controls that include the following: Secure User ID and Passwords Role-based permissions Audit Trails File Encryption SSL access to the site URL Securely hosted in a certified ISO 27001 and SOC1, SOC 2 environment Please contact the LuminLogic Team for more information.

Subscription and Account Management

How long does it take to create my own LuminLogic site?

Creating your own LuminLogic site takes less than 1 week. See next questions for implementation time.

How long does it take to implement a new site at my company?

Depending on the configuration of LuminLogic you have purchased and the availability of information we receive from the client, implementation may take 1-4 weeks.

Can licenses be reused when an employee leaves the company?

Yes. Once a user account is deactivated, the license is free to assign to a new user account.

Technical Support and Troubleshooting

I made 3 unsuccessful attempts to login to my account and now I am locked out of the system. How do I unlock my account?

A user with administrative permissions to the User Management module can unlock your account and if needed reset your password. You may also contact the LuminLogic Team for assistance at info@luminlogic.com.

I am not receiving Notices. How do I turn notices on?

Notices are turned on globally by an administrator from the Global Settings module. If the Notices are turned on and you are not receiving notices, follow the steps below: 1. Navigate to “”User Preferences”” and make sure you turn the Notice Switch to On. 2. If the “”Only New Notices”” check box is selected, it is possible you have not had anything new since the last notice you received. Deselect the checkbox to confirm you receive notices. 3. Review the Notice Types selected and confirm that you have selected notices for modules you can access. 4. If none of the above steps address your challenge, contact your IT administrator to determine whether emails sent from info@luminlogic.com or info@luminlogic.ai are blocked by your firewall. 5. If none of the above steps address your challenge, please contact the LuminLogic Team.

My site has expired, how do I make it active again?

Please contact the LuminLogic Team at info@luminlogic.com

I created a new Folder, but other users cannot see it. How do I correct this?

LuminLogic is equipped with role-based permissions. Depending on each user’s or group’s permissions, folders may or may not be immediately visible. If users are Functional Area Managers, then they should be able to view all Folders in the area. If users are Participants, then the users or the group of users must be assigned to the folder. Please follow the steps below: 1. Select the folder you wish to modify and select the menu option Manage Subject or Manage Project. 2. Click on Subject Participants or Project Participants and add the users or groups you wish to view folder. 3. Click Roles to assign the Role with the appropriate permissions to the folder’s contents.

Training and Resources

Does my subscription package include Training?

Please contact the LuminLogic Team at info@luminlogic.com

Usage Limits and Restrictions

What is the limit for uploading documents?

If you are subscribed to LuminLogic 10+, you may upload an unlimited number of files that are up to 4.5 GB in size. If you are subscribed to an earlier version of LuminLogic, you may upload an unlimited number of files that are 100MB in size or a set of multiple files with a total of 250MB.

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With LuminLogic, you’ll realize what “Compliance Managed” can mean to your product launch schedules, document control, audits, training, and your profitability. LuminLogic – will transform your business.