LogMeIn Rescue Technician Console User Guide
LogMeIn Rescue Technician Console is a powerful tool that can be used to provide remote support to customers and employees. It allows you to gain control of a remote PC, Mac, or smartphone over the web in seconds, without the need to pre-install software. You can increase first call resolution, decrease average call handle times, and reduce costly device returns.
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LogMeIn Rescue
Technician
Console
User Guide
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Contents
LogMeIn Rescue Technician Console User Guide
Contents
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Appendix - Session statuses in the Rescue Technician Console.....................................99
iv LogMeIn Rescue Technician Console User Guide
About LogMeIn Rescue
LogMeIn Rescue is used to provide instant remote support to customers and employees. With Rescue, you can gain control of a remote PC, Mac, or smartphone over the web in seconds, without the need to pre-install software.
• Increase first call resolution. Multi-session handling, Instant chat, technician collaboration and more help reduce escalations to level 2 support and solve more issues on the first call.
• Decrease average call handle times. Advanced diagnostic, collaboration and reporting tools accelerate problem identification and resolution.
• Reduce costly device returns. Diagnostic tools, device history and remote device configuration help technicians resolve more issues remotely and reduce unnecessary returns.
To purchase subscriptions or sign up for a free trial or demo, go to the LogMeIn Rescue website at https://www.logmeinrescue.com/ .
Technician Console – At a Glance
Technicians provide remote support using the LogMeIn Rescue Technician Console.
Technicians can choose to run the Technician Console in a supported browser or as a desktop application.
Key features:
• Direct connection to the Customer via PIN code or emailed link
• Desktop View and Remote Control, including Whiteboard
• Detailed Session History & Notes
• Chat Interface with Predefined Replies, URL Push, and File Transfer
• Detailed System Diagnostics, including Reboot & Reconnect
• Collaboration with internal or external technicians
• Rescue Lens
Note: A limited version of the Technician Console is used by unlicensed technicians during an external collaboration session.
Administration Center – At a Glance
Administrators use the LogMeIn Rescue Administration Center to configure LogMeIn Rescue for use by support organizations of any size.
The online interface is used by administrators to create and assign permissions for other administrators and Technician Groups. Administrators can also create support channels – web-based links that automatically connect customers to technicians.
The Administration Center allows administrators to:
• Create Technician Groups and assign group permissions
• Assign support channels to specific Technician Groups
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• Enable and view reports of technician performance
• Enable and view reports of customer satisfaction levels
• And more. See the LogMeIn Rescue Administrator's Guide for details.
Security in LogMeIn Rescue
For detailed information, see the LogMeIn Rescue Architecture Whitepaper .
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About Rescue in a Multilingual Environment
Supported Languages
The LogMeIn Rescue web site, Technician Console, Administration Center, Command Center, Mobile
BlackBerry Applet, and the www.LogMeIn123.com PIN code entry form are available in the following languages: de – German en – English es – Spanish fr – French it – Italian ja – Japanese ko – Korean nl – Dutch pt-br – Portuguese (Brazilian) th – Thai zh – Chinese zh-TW – Chinese (Taiwan)
The Rescue Applet for PC and Mac, mobile apps, Calling Card, and Instant Chat interface are available in the following languages: ar – Arabic bg – Bulgarian cz – Czech da – Danish de – German el – Greek en – English es – Spanish fi – Finnish fr – French he – Hebrew hr - Croatian hu – Hungarian ko – Korean nl – Dutch no – Norwegian pl – Polish pt – Portuguese pt-BR – Portuguese (Brazilian) ro – Romanian ru – Russian sk – Slovak sv – Swedish th – Thai tr – Turkish zh – Chinese
LogMeIn Rescue Technician Console User Guide
it – Italian ja – Japanese zh-TW – Chinese (Taiwan)
The Android app is available in these additional languages: es-AR, et, fa, in, lt, lv, my, sl, sr, uk, vi
Tip: To resolve problems with keyboard layout during remote control, see
Remote Keyboard Layouts (Keyboard Synchronization) on page 48.
Tip: For self-hosted Instant Chat, you can add or remove languages to meet your organization's requirements. See How to Customize Instant Chat Language Files in the LogMeIn Rescue
Customization and Integration Guide.
How to Set Technician Console Language
The browser-based version of the Technician Console will use the language that is active on the Rescue
Login page, Administration Center, or My Account page when you launch the Technician Console. The desktop app will use the language selected at the time of installation.
For example, if you are viewing the Rescue Login page in Spanish when you launch the Technician
Console, then the Technician Console will open in Spanish.
• To change the active language used by the browser-based console: a) Exit the Technician Console.
b) Change the active language on the Login page or My Account page.
c) Re-launch the Technician Console in your browser.
• To change the language used by the desktop app, uninstall and reinstall the desktop app. Be sure to choose the desired language during installation.
How to Set Language for the Technician Console for Collaborators
The language used by the Technician Console for Collaborators is determined as follows:
• If the external technician is invited via link, the Collaborator version of the Technician Console will use the same language as the inviting technician.
• If the external technician is invited via PIN code, then the collaborating technician is able to select from available languages on the PIN code entry page (for example, LogMeIn123.com).
Available languages are the same as for the regular Technician Console.
About Customer-side Language Settings
The LogMeIn Rescue Applet, Instant Chat, and Calling Card will run in the language selected as the active language on the customer's computer.
If the Applet is not available in the customer's language, the English version will be used.
The Instant Chat panel has a language selector, while the Applet and Calling Card do not.
The Mobile Applet will automatically detect the target smartphone's language setting and run in that language. If the Applet is not available in the customer's language, the English version will be used.
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Tip: In Windows, language is set using the Control Panel > Regional and Language Settings >
Language tab.
Example
Assume you are a UK-based technician using Rescue in English. You make contact with a customer in Germany. Your customer is using a German version of Windows, but she has changed her Regional and Language Settings to Turkish. She will see the Applet in Turkish.
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Technician Console Fundamentals
LogMeIn Rescue System Requirements
Visit help.logmein.com
for up-to-date system requirements.
Launching the Technician Console in a Browser
The first time a technician logs on at the LogMeIn Rescue website from a particular PC, a small software client is offered for download and installation.
A Technician Console client MSI installer is also available in case the automatic download and install does not succeed.
Restriction: On a Mac, the Technician Console cannot be run in a browser.
Technicians can also run the Technician Console as a desktop application. See
Desktop App for Windows and Mac on page 9.
Technician Console Desktop App for Windows and Mac
Technician Console as a desktop application is available for technicians both on Windows and Mac computers.
The desktop app offers the same set of features as the browser-based version. The only difference is that it runs as a standalone executable, which means it can be launched with a single click – no browser required.
Restrictions and limitations for the Technician Console for Mac
The following Technician Console features are not available on Mac:
• Technician screen sharing
• Screen recording with MSVC codec (falls back to MRLE codec)
• Monitoring the desktop of a technician running the Technician Console for Mac
• Integrated content portal (ICP)
• Connect On LAN
• Single Sign-on (SSO) login
• Lens audio
Note: Files saved/exported during a session are available at
Users/[username]/Library/Application
Support/LogMeIn-Rescue/Bottles/logmeinrescue/drive_c/users/crossover/My
Documents
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How to Install the Desktop App
On Windows
• Option 1. Click this link to download and install the desktop app
• Option 2. Log in to your account at the LogMeIn Rescue website and go to the My Account page.
Click the link to download the desktop app.
On a Mac
1. Click this link to download the Technician Console for Mac app .
2. In the Downloads box, double-click LogMeInRescueTechnicianConsoleMAC.dmg.
3. Follow instructions to drag the LogMeIn Rescue icon to your Applications folder.
The application is now installed on your computer.
How to Run the Desktop App
On Windows
Launch the application via the Windows Start button, a desktop shortcut, or any other preferred method.
You may be prompted to log in to your Rescue account. Use the same email and password combination you use to log in at the LogMeIn Rescue website.
On a Mac
Launch the application via Launchpad or Finder > Applications.
Use the same email and password combination you use to log in at the LogMeIn Rescue website.
Remember: Technician Console for Mac will use the language set as the preferred language of the Mac OS X.
How to Set Up One-Click Login to the Desktop App
You can tell Rescue to remember your user name and password when you log in to the desktop app.
About Technician Console Permissions
The exact features you can use and actions you can take in the LogMeIn Rescue Technician Console may depend on permissions granted by a Rescue administrator, a collaborating technician, and potentially a customer during a session.
Check with a Rescue Administrator or lead collaborating technician if you experience permission-related problems.
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Managing Technician Status
Status is communicated in the log and illustrated by an icon displayed next to the technician's name in the Console Status area at the upper left of the Technician Console.
Online
An online technician can accept any session allowed for his Technician Group.
Away
A technician can set his own status to Away by clicking the Online icon. The Away icon will flash while the technician is in Away status. Click the flashing Away icon to switch back to Online.
Sessions cannot be transferred to an Away technician, but an Away technician can see all sessions in his queue and pick up new sessions.
Administrators can set technician status to automatically switch to Away after a given period of system-level inactivity.
Busy
A technician cannot set his own status to Busy. This is an automatic setting controlled by the Rescue administrator. Administrators can set technician status to automatically switch to Busy once a technician reaches a given number of active sessions.
Sessions cannot be transferred to a Busy technician, but a Busy technician can see all sessions in his queue and pick up new sessions.
Setting up the Technician Console
How to Change Technician Console Color
Go to Options > Color Scheme to choose from the available color schemes.
All functionality is the same for all the color schemes.
How to Set Sound Alerts
Set the Technician Console to play sounds when particular events occur.
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The sounds are standard bells and beeps and cannot be customized.
1. On the Technician Console Options menu, select Configure Sound Alerts.
The Sound Alerts dialog box is displayed.
2. You can set the following options:
• Play a sound when the Technician Console is minimized and a new session enters a private or channel queue
• Play a sound when the Technician Console is open and a new session enters a private or channel queue
• Play a sound when a customer intentionally disconnects
• Play a sound when the network connection is temporarily lost
• Play a sound when a customer refuses a permission request
• Play a sound when a session changes status to Urgent
• Play a sound when new chat text arrives while the Technician Console is minimized or not in focus
• Play a sound when new chat text arrives when the chat box is not in focus
• Play a sound when a customer sends a file
A sound will play when each selected event occurs.
3. Click OK to apply your settings.
How to Set Session-end and Log-off Prompts
Set the Technician Console to ask you to confirm each time you end a customer session or log off from the Technician Console.
1. In the Technician Console, select Options.
The Options menu opens.
2. You can set the following options:
• Select Prompt Before Ending Session if you want to be asked to confirm each time you close a customer session
• Select Prompt before Closing Console if you want to be asked to confirm each time you log off or close the Technician Console
How to Set Rescue to Automatically Start Sessions
You can set all PIN Code and Link sessions to go directly from Connecting status to Active without having to select Start on the Session Toolbar.
• Select Options > Auto-start Incoming Private Sessions.
Tip: If this option is disabled, your Rescue administrator may have set the default behavior in the
Administration Center (Administration Center > Settings > Technician Console > Auto-start
incoming private sessions).
How to Enable Spell Check
Enable spell check to automatically check the spelling of all text you enter in the Rescue Chat panel.
• To enable spell check, select Tools > Spell Check > Download [language] Dictionary.
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The active spelling dictionary will appear with a checkmark next to the language name.
Select Turn Off to deactivate the spell check.
Managing Sessions
About the Session Toolbar
Use the Session Toolbar to take action on sessions in your Session List.
New Session
Unattended Access
Use the New Session button to start a new Private Session.
This option is only available if the agent's Technician Group has permission to start Private Sessions.
Unattended Access
Over LAN
Click Computers to open a list of computers on the Unattended Accessible tab for which Unattended Access has been enabled. See
Unattended Computers on page 31.
Only computers which you have the right to access are shown.
Monitor technician
Click Computers to open a list of computers on the Connect On LAN tab that are accessible over your local network.
Note: In case of Technician Console for Mac, the Connect On LAN feature is not available.
You must have the login credentials for connecting to a computer on your network.
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Administrators with a technician seat can click Monitor technician to view the desktop of technicians in their organization.
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For details, see
How to View a Technician's Desktop on page 24.
Start
Click Start to activate a selected session.
If the Start button is inactive (grayed out), you may have reached the maximum number of active sessions allowed by your administrator.
See also How to Set Rescue to Automatically Start Sessions
on page 12.
End
Click End to terminate a selected session. The connection to the customer will be closed.
Hold
Click Hold to place a session on Hold.
Transfer
Screen Sharing
Select any session in the queue and click Transfer to transfer a session to an available technician.
This option is available if the agent's Technician Group has permission to transfer sessions.
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Invite Technician
(Collaborate)
Click the Screen Sharing button to initiate screen sharing with a customer.
This option is available if the agent's Technician Group has permission to use the Screen Sharing feature.
Click Invite Technician to initiate Technician Collaboration.
LogMeIn Rescue Technician Console User Guide
This option is only available if the agent's Technician Group has permission to send collaboration invitations.
Using the Queue tabs to Locate Sessions
Use the Queue tabs to locate accessible sessions.
Select a queue to change the sessions displayed in the Session List.
All
Private Queue
Channel Queue
Active Sessions
Monitored
Select the All queue to show all sessions from all queues.
Select the Private Queue to show Private Sessions of any status.
Select the Channel Queue to show Channel Sessions of any status.
Select the Active Sessions queue to show only sessions with Active status.
Administrators can select the Monitored queue to show technicians being monitored. This tab is not visible to technicians.
Using the Session List to View Sessions
The Session List (also sometimes referred to simply as the "queue") displays all sessions for the selected queue.
• To take action on a listed session, select the session and click the appropriate Session Control
• To copy various session details for use in other programs, right click on a session and select Copy to
Clipboard
• You can customize Session List columns by right-clicking any column and selecting columns from the resulting menu
• You can edit any Custom Field (as defined in the Administration Center) directly from the Session List for any Active session.
Colors, sounds and visual effects
Various colors, sounds and visual effects are used to highlight sessions at different times.
• A session being established is shown in gray
• A newly added session flashes blue for a few seconds
• A waiting session or an active session is shown in black
• An urgent session flashes orange
If the Technician Console is minimized when a session is added to a queue, the minimized window in the task bar will flash.
Tip: The exact timing of the various warnings is set in the Administration Center.
How to Edit Fields on the Session List
You can edit any Custom Field (as defined in the Administration Center) directly from the Session List for any Active session.
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The agent's Technician Group must have permission to use the Inline Editing of Queue feature.
1. For any Active session, hold your mouse over any field.
Any field that turns yellow can be edited. The entire field must be visible. Scroll to show the entire field before trying to make changes.
2. Click the field.
The field becomes editable.
3. Type your changes.
4. Exit the field.
The new value is shown in the Name field, the Chat Panel title, and on the Session tab title.
How to Switch Between Multiple Active Sessions
Use the Active Session tabs to switch between up to ten concurrent sessions.
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• Click on the session you want to work with.
You will be able to support the customer using the Technician Console tabs and workspace.
Caution: For Private Sessions, the name shown on the Session tab is the name you enter in the Generate New Session dialog box when you create the session. If you do not enter a name or other identifier when you create a session, then the Active Session tab for that session will be labeled “Customer”.
• Other options for switching sessions:
• Click the Chat panel belonging to the target customer's session
• Click the target session in the Session List
Note: The time shown on the Active Session tab is the elapsed time for the current session status.
Tip: You can maintain ten active sessions at a time. Since On Hold sessions do not count as
Active, the hold feature gives you flexibility when managing multiple sessions.
How to Put a Session on Hold
The agent's Technician Group must have permission to hold sessions.
A session can remain On Hold for 14 days.
1. On the Session List, select the session you want to place on hold.
2. Click the Hold button.
The session remains in your Session List with the status On Hold.
Tip: The session timer will show the Time On Hold, as well as the cumulative Total Time of the session.
Any active remote control sessions will close when you place a customer On Hold. To restore the session, select it and click Start.
Note: You can maintain ten active sessions at any time. Since On Hold sessions do not count as
Active, the hold feature gives you flexibility when managing multiple sessions.
How to Transfer a Session
The agent's Technician Group must have permission to transfer sessions.
1. Select any session in the Session List and click Transfer.
The Transfer Session window is displayed.
2. In the Enter Comment field, enter useful information for the technician to whom you are transferring the session.
3. Use the Search box to help locate the organization member to whom you want to transfer the session.
You can select any organization member shown in bold.
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Note: The list of organization members visible in the Transfer Session window depends on a permission granted by a Rescue Administrator.
4. Select the technician to whom you want to transfer the session.
5. Click OK.
The session appears in the selected technician's Session List as incoming and in your own as
Outgoing.
Tip: To cancel the transfer, click Start while the session is Outgoing.
6. The receiving technician selects the session and clicks Start to activate.
The session is removed from your Session List.
The transfer is complete.
Communicating with Customers
About the Technician Console Chat Panel
Use the Chat panel to communicate with customers during active sessions.
Unless you are in Collaboration mode, chat sessions are limited to two participants: the technician and the customer.
The Chat panel consists of the following elements.
Session controls
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Click the tab of any session you want to work with. Click a down arrow to minimize a session. Click an X to close a session. Click a right arrow to restore a minimized chat session.
Screen Share button
Click the Share Screen icon to share your screen with a customer.
LogMeIn Rescue Technician Console User Guide
Invite Technician button
Click the Invite Technician icon to collaborate with other technicians.
This option is available if the agent's Technician Group has permission to use the
Collaboration feature and at least one other technician is online and available.
Chat
Enabled/Disabled buttons
This option is available if the agent's Technician Group has permission to use the
Enable/Disable Chat feature.
Log area
Text Input box
The Log area shows the chat conversation and also other activities, such as status changes and connection messages
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Send File button
Use the Text Input box to type messages and view input before you send it to the customer. If you do not see the Text Input box, chat may be disabled for your account
(check with your administrator for more information).
Push URL button
Click the Send File button to send a single file to the customer. This option is not available during Instant Chat in chat-only mode.
Allows you to push a URL to the customer. Type the URL into the text input field and then send it to the customer by clicking URL. For Applet-based sessions, the website automatically opens on the customer’s machine. For Instant Chat in Chat-only
mode, the customer must click a link. See About Predefined Replies and URLs on
page 20.
Predefined
Replies
Allows you to choose from a list of frequently used messages and URLs. See
Predefined Replies and URLs on page 20.
About Predefined Replies and URLs
A Predefined Reply or URL is a string of text or a URL that a technician can send to a customer.
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Predefined replies and URLs help you save time and keystrokes.
FTP addresses can also be sent using the Push URL function.
How to Send a Predefined Reply
You can send a predefined reply to a customer at any time during an active session.
1. On the Chat console, click the Predefined Reply button.
A menu is displayed showing all available predefined replies.
2. Select the predefined reply you want to send to the customer.
The text of the selected reply appears in the Chat box.
3. Optional: edit the text.
4. Press Enter or click the Send button.
The reply is sent to the customer.
How to Send a Predefined URL
You can send a predefined URL to a customer at any time during an active session.
The agent's Technician Group must have permission to send URLs.
1. On the Chat console, click the Push URL button.
A menu is displayed showing all available predefined URLs.
2. Select the predefined URL you want to send to the customer.
The text of the selected reply appears in the Chat box.
3. Optional: edit the text.
4. Press Enter or click the Send button.
The URL opens in the customer's default browser.
How to Add an Individual Predefined Reply or URL
1. From the Tools menu, select Manage Predefined Replies.
The Manage Predefined Replies tab is displayed in the Technician Console workspace.
2. On the Predefined Replies or Predefined URLs tab, click Add New.
The Add New Predefined Reply form is displayed.
3. Give the reply or URL a short Name.
4. Type the text of the reply or the URL in the Content box.
All content is text only. Formatting is not available.
Note: You can also enter an FTP address.
5. Click Save.
You can send the predefined replies and URLs via the Chat panel.
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How to Export Predefined Replies and URLs
An administrator or technician can create a set of standard replies and URLs and then export them to an XML file. Other technicians will then be able to import the replies and URLs into their own Technician
Console.
1. Create a set of predefined replies and URLs.
2. From the Tools menu, select Manage Predefined Replies.
The Manage Predefined Replies tab is displayed in the Technician Console workspace.
3. On the Manage Predefined Replies tab, click the Import/Export tab.
4. Click Export.
The Save As dialog box is displayed with replies.xml
in the File name field.
5. Choose a location where you would like to save replies.xml
.
You should choose a location accessible to other members of your organization.
Remember: Files saved/exported during a session are available at
Users/[username]/Library/Application
Support/LogMeIn-Rescue/Bottles/logmeinrescue/drive_c/users/crossover/My
Documents
6. Click Save
Your replies and URLs are saved as an XML file.
How to Import Predefined Replies and URLs
An administrator or technician can create a set of standard replies and export them to XML. Follow this procedure to import the replies XML file into your own Technician Console.
An administrator or other technician must first create and export an xml file containing the predefined replies and URLs.
1. From the Tools menu, select Manage Predefined Replies.
The Manage Predefined Replies tab is displayed in the Technician Console workspace.
2. On the Manage Predefined Replies tab, click the Import/Export tab.
3. Click Import.
The Open dialog box is displayed.
4. Locate the xml file and click Open.
The replies are added to you are list of predefined replies.
You can send any of the imported predefined replies via the Chat panel.
How to Send a File to a Customer
Follow this procedure to send a single file to a customer via LogMeIn Rescue.
The customer must be running the Rescue Applet or Calling Card. This option is not available during
Instant Chat in chat-only mode.
The agent's Technician Group must have permission to send files.
You can only send one file at a time.
1. On the Chat console, click the Send File button.
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The Open dialog box is displayed.
2. Select the file you want to send to the customer and click Open.
The customer is prompted to save the file.
3. Ask the customer to choose a location and click Save.
The file is saved to the customer's chosen location.
An MD5 fingerprint is generated and communicated to both the technician and the customer in the log.
How to Send a Customer Survey
A Rescue Administrator must activate Customer Survey at the Technician Group or Channel level for this feature to be available.
•
Automatic Deployment at Session End
• For all Applet-based sessions, the customer survey automatically opens in a browser window at session end.
• For Instant Chat sessions in Chat-only mode, the customer is prompted to open the survey when the technician ends the session.
Sample Message: "0:00 AM [Technician Name] would like you to complete a brief Customer
Survey. Open Customer Survey"
The customer must click the link to open the survey.
•
Manual Push During Session
• At any time during an active session, right-click a session in the Session List and select Push
Customer Survey. For Applet-based sessions, the customer survey automatically opens in a browser window. For Instant Chat sessions in Chat-only mode, the customer is prompted to open the survey.
Documenting your Sessions
See also:
•
How to Record Sessions on page 48
•
How to Make a Screen Capture During Remote Control
on page 49
•
How to Send a Customer Survey on page 23
How to View Session History (Log and Notes)
Use the History & Notes tab to view the session log and any notes made during past sessions with the current in-session device.
Note: When supporting an iOS device, the History & Notes tab is not available.
1. During an Active session, click the History & Notes tab.
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The History tab has two sub-tabs: History and Add/Edit Notes. On the History sub-tab, a list of past sessions with the current in-session device is displayed.
2. To view the session log, click View in the Logfile column.
3. To view notes made during a session, click View in the Notes column.
How to Take Notes During a Session
You can take notes during a session and save the notes along with the session log in the session history.
Note: When supporting an iOS device, the History & Notes tab is not available.
1. During an Active session, click the History & Notes tab.
The History tab has two sub-tabs: History and Add/Edit Notes.
2. Click the Add/Edit Notes tab.
3. Type your note on the Add/Edit Notes tab.
4. Click Save to save your note.
Any technician will be able to view the note on the History tab during the next session with the same device.
Monitoring Technicians
How to View a Technician's Desktop
Administrators can view the desktop of technicians in their organization from within the LogMeIn Rescue
Technician Console.
Requirements:
• A Master Administrator or Administrator with both an administrator and a technician license can use this feature
• Both the administrator and the monitored technician must be running a Technician Monitoring enabled version of the Technician Console
• A Master Administrator can monitor any technician in an organization
• An Administrator can monitor any technician in a Technician Group to which he has administrative rights
Restriction: Monitoring the desktop of a technician running the Technician Console for Mac is not supported.
1. On the Technician Console Session toolbar, click the Monitoring button.
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The Monitor Technician dialog box is displayed.
2. In the Monitor Technician dialog box, select the technician you want to monitor.
Note: The list of technicians visible in the Monitor Technician dialog box depends on a permission granted by a Rescue Administrator.
LogMeIn Rescue Technician Console User Guide
Optional: In a large organization, use the Filter field to locate technicians.
3. Click OK.
A connection is made to the technician's computer and a new Session tab appears in the Technician
Console workspace showing the technicians name.
4. You must authenticate yourself to the technician's computer. On the Session tab showing the technician's name, select an authentication method.
• Select Use current credentials to send the Windows credentials you used to log on to your current Windows session. You must be a Windows administrator or otherwise have user rights on the target machine.
• Select Add username and password to use a different combination with valid user rights on the target machine.
Tip: If the domain name is needed in the Username field, the acceptable formats are username@domain
and domain\username
.
• Select Request Authorization to ask the technician for permission to monitor his desktop.
5. Click Launch Monitoring.
The technician's desktop is displayed on the Session tab in your Technician Console workspace.
Note: The technician will be notified if the Notify technician when monitoring desktop option is selected in the LogMeIn Rescue Administration Center on the Global Settings tab.
How to Join a Monitored Technician's Session
Using the Technician Console, Administrators can invite themselves to join a monitored technician's session as a Collaborating Technician.
This procedure assumes that you are already monitoring a technician.
1. On the Technician Console workspace, select the Session tab for the monitored technician.
The Session tab has two sub-tabs: Desktop and Active Sessions.
2. Select the Active Sessions sub-tab.
A list of the technician's current sessions is displayed.
3. Select the session you want to join.
4. Click Join Session.
You join the session as a Collaborating Technician. See also About Collaborating Technician
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Supporting Desktop Devices
Connecting to PCs and Macs
LogMeIn Rescue connection methods are defined as either Private or Channel.
• A Private connection is made when the technician initiates a remote session with a customer (the direction is from the technician to the customer). PIN code, Link, and SMS are all Private connection methods.
• A Channel connection is made when a customer initiates contact with a technician through a channel link or form, or using the Rescue Calling Card (the direction is from the customer to the technician).
See also:
•
Connecting to On-LAN Computers on page 30
•
Working with Unattended Computers
on page 31
How to Start a PC/Mac Session via Link and Messaging Tool
Follow this procedure to connect to a customer using a link that you send to a customer using a messaging service or related tool.
The agent's Technician Group must have permission to start Private Sessions.
The agent's Technician Group must have permission to use the Link connection method.
1. On the Session toolbar, click New Session.
The Create New Session window is displayed.
2. Type the customer's name or other identifier in the Name field.
You will use this name to identify the session on the Active Session tab and in the Session List.
3. Select the Link tab.
4. Click Copy Link to Clipboard.
The link is copied to your clipboard.
5. Paste the link into your messaging tool and send it to your customer.
6. Ask your customer to open the message and click the link or paste it to his browser.
The customer sees a dialog box asking him to download the Rescue Applet.
7. Tell the customer to download the Applet.
The download should take about 15 to 30 seconds.
Note: The download procedure may vary depending on the customer's operating system and browser.
8. Once the download is complete, ask the customer to click Run to execute the Applet.
Once the Applet is installed, the customer status will change from Connecting to Waiting.
9. Pick up the session by selecting it in the Session list and clicking Start.
Customer Status will change to Active.
You can now use the Technician Console to deliver remote support.
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How to Start a PC/Mac Session via PIN Code
Follow this procedure to connect to a customer using a PIN code.
The agent's Technician Group must have permission to start Private Sessions.
The agent's Technician Group must have permission to use the PIN Code connection method.
1. On the Session toolbar, click New Session.
The Create New Session window is displayed.
2. Type the customer's name or other identifier in the Name field.
You will use this name to identify the session on the Active Session tab and in the Session List.
3. Select the PIN Code tab.
4. Click Create PIN Code.
Rescue generates a 6-digit PIN code and displays it in the Generate New Session window and in the Session Log.
5. Ask the customer to go to the PIN code entry site.
Desktops and notebooks connect at www.LogMeIn123.com
.
Tip: Cannot access www.LogMeIn123.com? Try www.123Rescue.com
.
6. The customer enters the PIN and clicks Connect to technician.
The customer will see a dialog box asking him to download the Rescue Applet.
7. Tell the customer to download the Applet.
The download should take about 15 to 30 seconds.
Note: The download procedure may vary depending on the customer's operating system and browser.
8. Once the download is complete, ask the customer to click Run to execute the Applet.
Once the Applet is installed, the customer status will change from Connecting to Waiting.
9. Pick up the session by selecting it in the Session list and clicking Start.
Customer Status will change to Active.
You can now use the Technician Console to deliver remote support.
How to Start a PC/Mac Session via Email
Follow this procedure to connect to a customer using a link sent via email.
The agent's Technician Group must have permission to start Private Sessions.
The agent's Technician Group must have permission to use the email connection method.
1. On the Session toolbar, click New Session.
The Create New Session window is displayed.
2. Type the customer's name or other identifier in the Name field.
You will use this name to identify the session on the Active Session tab and in the Session List.
3. Select the Email tab.
4. Choose how you want to send the email to the customer:
• To use your own email client and account, choose Send email via my default email client on
this computer.
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• To allow Rescue to send the email, choose Send email on my behalf via the LogMeIn Rescue
servers and enter a valid email address in the To field.
• Additionally, technicians with the mobile add-on can select This email is for a mobile device if the customer is using a smartphone. (If you know the customer’s platform, you can choose to manually set Device Platform using the drop-down list on the Create New Session dialog box.
Manual detection may be necessary if local browser settings prevent automatic detection.)
5. Click Email Link.
The email is generated (and sent if you chose to send the mail via the Rescue system).
6. Ask your customer to open the message and click the link or paste it to his browser.
The customer sees a dialog box asking him to download the Rescue Applet.
7. Tell the customer to download the Applet.
The download should take about 15 to 30 seconds.
Note: The download procedure may vary depending on the customer's operating system and browser.
8. Once the download is complete, ask the customer to click Run to execute the Applet.
Once the Applet is installed, the customer status will change from Connecting to Waiting.
9. Pick up the session by selecting it in the Session list and clicking Start.
Customer Status will change to Active.
You can now use the Technician Console to deliver remote support.
Sample Email Containing a Connection Link
The default text of the Connection email is set in the Administration Center on the
Settings tab.
From: Technician's Name, Your Organization
Sent: Monday, December 31, 2010 3:36 PM
To: Customer's Name
Subject: Connection email link
Please click the link below to request a live support session: https://secure.logmeinrescue.com/Customer/Code.aspx?i=2&Code=618689
Best Regards,
Support Team
About the Channel Form Connection Method
Channel Form is useful if you offer web-based support to your customers.
This method allows you to host both a link on your website/Intranet as well as a questionnaire which your customers have to complete.
Process Overview: Channel Form
• A Rescue Administrator assigns any of the ten available channels in the Administration Center to a
Technician Group
• A Rescue Administrator develops the custom web form and defines the custom fields
• A Rescue Administrator makes the Channel Form available on an Internet or Intranet site
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• A customer opens the Channel Form, enters all required information, and submits the form
• The support session is assigned to the Channel Queue of the Technician Group(s) associated with the channel
• Any online technician in an assigned Technician Group can activate the support session
Benefits of the Channel Form Method
• Pre-qualify your users with various customizable conditions: error codes, user ID, problem type
• Collect contact information from your end users; such as phone numbers or email addresses
• Integrates into online functions such as user authentication or automated qualification of the user’s request via a simple HTML code element
• Allows the best tracking of the user and the problem in the Rescue database
Points to consider:
• Customers may try to connect 24 hours a day, so Rescue Administrators must use 'No Technician
Available' settings to deal with connections made outside of business hours
• When customers are initiating session requests, Rescue Administrators must use dynamic channel and team re-routing to control traffic during peak hours
• Web developer and/or graphic design resources may be required for customization and integration
About the Calling Card Connection Method
The LogMeIn Rescue Calling Card allows for both Channel and Private connections.
When your customers need support, they simply click the Calling Card icon to open your branded Calling
Card Applet.
Unlike other connection methods, the Calling Card needs to be installed on the customer's PC before it can be used. It exists as a desktop shortcut or Quick Launch icon, which the customer clicks to launch the pre-installed Calling Card Applet.
The Calling Card can be downloaded as an MSI installer from your website, or it can be silently deployed by technicians during the first Rescue session with the customer, using the Technician Console.
The Calling Card can be customized in appearance; including text, logos, images, and color schemes.
For advanced Calling Card customization options, see the Customization and Integration Guide .
Important: Calling Card is not available if the customer is using a Mac.
Process Overview: Calling Card
• A Rescue Administrator generates Calling Card Installers for channels in the Administration Center
• A Rescue Administrator allows Calling Card deployment for Technician Groups
• A Rescue Administrator associates Calling Card Installers with Technician Groups
• Optional: Rescue Administrators may customize the Calling Card's appearance
• Customers download the Calling Card application or it is deployed by technicians via the Technician
Console
• A customer opens the Calling Card and connects to your organization using a PIN provided by a specific technician or via the channel associated with the Calling Card
• The support session is assigned to the individual technician who provided the PIN, or to the Channel
Queue of the Technician Group(s) associated with the channel
• The individual technician or any online technician in an assigned Technician Group can activate the support session
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Benefits of Calling Card Connection
• Once the Calling Card is installed, it offers an easy, one-click, no-download connection
• Branding allows you to extend your corporate appearance right to the customer’s desktop
• The layout can be dynamically changed, for example to announce special offers and marketing messages
• Each Calling Card is linked to a channel
Points to consider:
• Customers may try to connect 24 hours a day, so Rescue Administrators must use 'No Technician
Available' settings to deal with connections made outside of business hours
• When customers are initiating session requests, Rescue Administrators must use dynamic channel and team re-routing to control traffic during peak hours
• Web developer and/or graphic design resources may be required for customization and integration
Connecting to On-LAN Computers
How to Connect to a Computer on a Local Area Network
Access computers on your Local Area Network and provide support and maintenance without end-user interaction.
The agent's Technician Group must have Connect On LAN permission.
Restriction: The Connect On LAN feature is not available for Technician Console for Mac.
1. On the Session Toolbar, click the Computers icon.
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The Computers list is displayed.
2. On the Computers list, click the Connect On LAN tab to see a list of accessible computers.
3. Filter computers by name or IP address.
Tip: You can search and connect at any time. You do not need to wait for the entire list of computers to load.
4. Select the computer you want to access and click Connect.
Important: If you do not have Administrator rights, you are prompted to enter the login credentials of the computer you want to access.
The session appears in the Technician Console in Connecting status. The applet launches on the remote computer and the session starts. The customer does not have to grant access to the computer, so you can manage it without customer interaction.
Technical Information for Advanced Users
• Required Windows settings:
• File and Printer sharing must be allowed on the customer's firewall.
LogMeIn Rescue Technician Console User Guide
• Network access: Sharing and security model for local accounts must be set to
Classic - local users authenticate as themselves on the customer's computer
(Control Panel > [System and Security in Win7] > Administrative Tools > Local
Security Policy > Local Policies > Security Options > Network access: Sharing
and security model for local accounts).
• Both the technician and customer computer must use a compatible NTLM authentication method: Control Panel > [System and Security in Win7] >
Administrative Tools > Local Security Policy > Local Policies > Security Options
> Network security: LAN Manager authentication level (for example, set both to
Send NTLMv2 response only).
• Remote Registry service must not be disabled on the remote computer. Go to
Control Panel > Administrative Tools > Services, right-click Remote Registry and click Properties. Set Startup type to Automatic or Manual.
• NetBIOS uses ports 135, 137, 138, 139
• Windows uses NTLM authentication to acquire administrator rights. This authentication uses randomly allocated TCP ports: 1024-65535, or 49152-65535 on Vista and Windows Server 2008. Communication through these ports must be allowed by firewalls.
Working with Unattended Computers
About Unattended Access
Unattended access allows a technician to connect to a remote computer when no user is present.
Technicians are often unable to resolve an issue during a single Rescue session; the job may be too big, or the customer may need his computer. The technician and customer could theoretically arrange a time for a second session, but it is more practical for the technician to continue work later – at a time more convenient for all – even when the customer is not present.
How to Request Unattended Access to a Customer's Computer
Unattended access allows a technician to connect to a remote computer when no user is present.
Requirements:
• The agent's Technician Group must have permission to use unattended access
• Unattended access requests cannot be sent during the following session types: Instant Chat in Chat-only mode, Mobile Applet
1. During an Active session, click the Unattended Access tab.
2. Under Credentials required, you may be given the choice between the following options (depending on the authentication settings made in the Administration Center):
Option
At connection
At setup
Description
Require valid administrator credentials at the start of every unattended session
Use credentials entered by the customer during unattended setup
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3. Set the duration of unattended access in terms of days, a specific date range, indefinitely, and for a specific daily time range.
Note: When the customer's computer is in a different time zone, you can choose to set unattended access according to either local (technician) or customer time.
Important: The duration of unattended access is limited to two weeks when you authenticate using customer credentials.
4. Click Request Unattended Access to submit the request to the customer.
The customer must approve the request.
• When the technician is required to enter valid Administrator credentials at the start of every unattended session, the customer simply clicks OK to approve the request
• When the technician is allowed to use customer credentials, the customer is prompted to enter his
Windows user name and password
Once unattended access is active, the session can be ended.
How to Start an Unattended Session
Unattended access allows a technician to connect to a remote computer when no user is present.
Requirements:
• The agent's Technician Group must have permission to use unattended access
• The customer's computer must be powered on and not in sleep mode for the technician to be able to launch an unattended session
1. On the Session Toolbar, click the Computers icon.
The Computers list is displayed.
2. Select a computer from the list.
3. Click Connect.
4. You must enter valid Administrator credentials unless you are using credentials entered by the customer during setup of unattended access.
You can now use the Technician Console to deliver remote support.
How to Manage Accessible Unattended Computers
Use the Unattended Accessible Computers dialog box to manage unattended computers under your control.
1. On the Session Toolbar, click the Computers icon.
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The Computers list is displayed.
2. On the Computers list, click the Unattended Accessible tab to see a list of list of computers that you can access while they are unattended.
3. Manage your accessible computers:
LogMeIn Rescue Technician Console User Guide
• Type in the Filter box to locate a computer by name
• Use the Show box to filter computers by status
• Select a computer and click Delete to disable unattended access
Note: Delete is inactive when other technicians can access the selected computer.
4. Click Close.
Changes are saved.
Understanding the Customer Experience
Customers experience Rescue remote support through one of the following tools.
• Rescue Applet
• Instant Chat
• Rescue Calling Card
• Rescue+Mobile Applet
We have also created an illustrated Step-by-Step Connection Guide for LogMeIn Rescue that you can share with customers who need help during the connection process.
The Customer Experience: Rescue Applet
The customer is asked to install this small executable file to his computer when a technician initiates a normal session.
Figure 1: Standard Rescue Applet interface
Customer capabilities using the Applet:
• Chat with the technician(s)
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• View a detailed session log
• Allow or deny the technician the right to perform certain actions
• Send individual files to a technician
• Change the display font size
• Revoke permissions, such as remote control or file management, from the technician by clicking the large X in the upper-left corner
• End a session by clicking the small X in the upper-right corner
Note: The Applet automatically removes itself at session conclusion.
The Customer Experience: Instant Chat
Instant Chat allows a support technician to engage in a two-way chat session with a customer without forcing the customer to download any software.
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Figure 2: Standard Instant Chat interface
With Instant Chat you lose no functionality, but rather gain the flexibility to use the Rescue Applet or not.
Tip: To open a remote session or troubleshoot the customer's device, prompt the customer to download the Rescue Applet.
Customers have the following capabilities using the Instant Chat interface in chat-only mode:
• Chat with the technician(s)
LogMeIn Rescue Technician Console User Guide
• View a detailed session log
• Allow or deny the technician the right to perform certain actions (install the Applet, start remote control)
• End a session by clicking the large X at upper left
• Change the display language using the Language Selector
• Change the display font size
For detailed information on Instant Chat setup and customization, see the LogMeIn Rescue Customization and Integration Guide .
How to Launch the Rescue Applet during Instant Chat
During an Instant Chat session, the Chat-Only Mode dialog box informs the technician that advanced
Rescue tools can only be activated if the customer is running the Rescue Applet.
1. In the Chat-Only Mode dialog box, click Prompt for Download.
The customer receives a message asking him to download the Rescue Applet by clicking a link in the chat box.
2. The customer clicks the link and installs the Applet.
The Instant Chat interface now acts as the full Rescue Applet.
Once the Applet is running, the technician can start remote control and perform all activities he is normally able to perform using the Rescue Applet.
The Customer Experience: Calling Card
It's helpful to understand the customer's experience during a Calling Card session.
Before the session begins, the customer can choose a connection method using the Connect menu
(PIN code or a Channel). The customer can also change Proxy Settings by clicking Settings menu.
Figure 3: Standard Rescue Calling Card interface, before connection
The customer has the following capabilities during a Calling Card session:
• Chat with the technician(s)
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• View a detailed session log
• Allow or deny the technician the right to perform certain actions
• Send individual files to a technician (or to the Lead Technician during a Collaboration Session)
• Change the display font size
• End Remote Control by clicking the large X at upper left
• End a session by clicking the small X at upper right
• View a brief Help file
Figure 4: Standard Rescue Calling Card interface, in session
Sharing your Screen with Customers
How to Share your Screen with a Customer
Give a customer view-only access to your desktop with a single click.
Requirements:
• The customer must be running the Rescue Applet or Calling Card
• Technician Screen Sharing will not function during Instant Chat until the customer has downloaded the Rescue Applet
• Technician Screen Sharing will not function when the technician is using the Technician Console for
Mac.
• The customer must be running a supported Windows operating system (Screen Sharing is currently not compatible with Mac)
• Allow screen sharing with customers must be enabled at the Technician Group level in the
Administration Center
1. During an active session, click the Screen Sharing button on the Chat panel or on the Session toolbar.
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The customer will see your desktop in a new window.
Important: If the customer's desktop is being displayed on your screen, the customer will see a confusing "mirror effect" during Technician Screen Sharing. To prevent confusion, do not share your desktop during remote control.
2. To end Technician Screen Sharing and continue the support session, click the Screen Sharing button again.
The customer can end Technician Screen Sharing by closing the screen sharing window. The session will remain active.
Tip: You can also share your screen with a customer when you are participating in a Collaboration session as a Collaborating Technician.
About Customer Controls During Technician Screen Sharing
Technicians should be aware of the following controls available to customers during a Technician Screen
Sharing session.
Full Screen
Options
Multiple Monitors
Zoom
Magnifying Glass
End Screen Sharing
The customer clicks Full Screen to open the technician desktop to cover the entire customer desktop area.
The customer clicks Options to change color settings and viewing options.
When the technician is using more than one monitor, the customer clicks the Monitors button to switch between available monitors.
The customer clicks the zoom option to get a more or less detailed view of the technician desktop.
The customer clicks the Magnifying Glass to activate a box that he can drag around the technician’s desktop to show a small area of the screen in high resolution.
The customer clicks End to stop screen sharing. The End button is only available for the customer in Full Screen mode.
Collaborating with Other Technicians
About Technician Collaboration
How to Invite an Internal Technician to Collaborate
With Technician Collaboration, multiple technicians can simultaneously support a single customer.
Technicians can improve problem resolution by inviting online and available technicians from their
Rescue organization to an Active session.
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Requirements:
• The customer must be running the Rescue Applet, Calling Card
• The session must be Active
• Send collaboration invitations must be enabled at the Technician Group level in the Administration
Center
1. On the Session List, select the Active session to which you want to invite another technician.
2. On the Session toolbar, click the Invite Technician button.
The Invite Technician dialog box is displayed.
3. In the Invite Technician dialog box, select the technician you want to invite.
Note: The list of technicians visible in the Invite Technician dialog box depends on a permission granted by a Rescue Administrator.
Remember: Technician Collaboration is not designed to be used as a meeting tool. To achieve optimal performance, limit participation to four or five technicians. Performance will be impacted by the speed and power of the customer's device.
4. In the Set Permissions section, select the permissions you want to grant to the Collaborating
Technician.
Note: All existing Technician Group permissions are applied unless otherwise specified by the Lead Technician, either at the time of invitation or during the session.
5. In the Comment box, type a message to the Collaborating Technician.
6. Click OK.
A Collaboration invitation is sent to the selected technician.
The Collaborating Technician sees the Invitation in his Session List.
How to Invite an External Technician to Collaborate
With Technician Collaboration, multiple technicians can simultaneously support a single customer.
Technicians can improve problem resolution by inviting online and available technicians from outside their Rescue organization to an Active session.
Requirements:
• The customer must be running the Rescue Applet, Calling Card
• The session must be Active
• Invite external technicians must be enabled at the Technician Group level in the Administration Center
• The external technician must be running a supported Windows operating system: Microsoft Windows
7, 8, 8.1, 10, Vista (all including 64-bit)
1. On the Session List, select the Active session to which you want to invite another technician.
2. On the Session toolbar, click the Invite Technician button.
The Invite Technician dialog box is displayed.
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3. In the Invite Technician dialog box, select the External tab.
4. Choose from the available invitation options, as determined by settings made in the Administration
Center.
• Invite unlisted technician
• Invite approved technician
Remember: Technician Collaboration is not designed to be used as a meeting tool. To achieve optimal performance, limit participation to four or five technicians. Performance will be impacted by the speed and power of the customer's device.
5. In the Set Permissions section, select the permissions you want to grant to the Collaborating
Technician.
6. In the Comment box, type a message to the Collaborating Technician.
7. Click OK.
The Invitation to External Technician is displayed.
8. Choose from the available connection methods, as determined by settings made in the Administration
Center.
• PIN Code
• Link
9. The procedure for sending the invitation to an external technician is similar to the procedure for starting a new session. You must send the PIN Code, email, or link to the external technicians.
To join, the external technician accepts the invitation and downloads the Technician Console –
Collaboration version. The session's status changes to Collaborating once the external technician joins.
Can sessions be transferred to an external technician? Technicians cannot transfer sessions to an external technician. To receive a transferred session, a technician must be part of your Rescue organization and logged in with a valid Rescue subscription.
How to Join a Collaboration Session
With Technician Collaboration, multiple technicians can simultaneously support a single customer.
Technicians can improve problem resolution by inviting online and available technicians from inside or outside their Rescue organization to an Active session.
Collaboration is by invitation only.
This procedure assumes you have been invited by a Lead Technician from within your own organization.
on page 24.
1. You see a session on your Session List with the status Invitation. Select the session.
2. On the Session toolbar, click Start to accept the invitation and join the session.
The session appears as Collaborating in the Session List.
3. You can now participate in the session.
The Lead Technician has ultimate control over your permissions during the session. See About
Collaborating Technician Capabilities on page 42.
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4. To leave the session, click the X on the Collaboration Panel (at the top of the Chat panel).
The session does not end; the Lead Technician remains Active.
About Lead Technician Capabilities During Collaboration
During a Collaboration Session, the Lead Technician can perform the following actions.
Hand-off Lead
Technician status
This is only available for collaborating technicians within your Rescue organization.
External collaborating technicians cannot become lead technician. In the example below, Chris Jones hands off the Lead status to Sam Russel.
Cancel a hand-off
This is only available for collaborating technicians within your Rescue organization.
External collaborating technicians cannot become lead technician. In the example below, Chris Jones cancels handing off the Lead status to Sam Russel.
Remove a
Collaborating
Technician from a session
Click the X next to a collaborating technician's name.
Change permissions
Click a collaborating technician's name to change permissions.
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Share their own screen with the customer
Only available if this feature is enabled at the Technician Group level in the
Administration Center.
Invite additional technicians
The lead technician can invite additional internal or external technicians, depending on permissions set in the Administration Center.
Enable/Disable
Chat
Only available if this feature is enabled at the Technician Group level in the
Administration Center.
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Chat privately with
Collaborating
Technicians
The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician Group level.
Place the session on hold
End the session
When the lead technician places the session on hold, the session goes on hold for all participants.
Only available if this feature is enabled at the Technician Group level in the
Administration Center.
The session ends for all participants.
About Collaborating Technician Capabilities
During a Collaboration Session, a Collaborating Technician can perform the following actions:
Accept an invitation to take over the Lead Technician role
Once the Lead role is accepted, the technician assumes all of the capabilities of a Lead Technician.
Chat privately with
Collaborating Technicians
The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician
Group level.
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Leave the Collaboration
Session
Place a session on Hold, but only for himself
The session does not end. Others will be able to continue to support the customer.
Others will be able to continue to support the customer.
LogMeIn Rescue Technician Console User Guide
Transfer the session
Screen sharing
The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician
Group level.
Only available if this feature is enabled at the Technician Group level in the Administration Center.
Only available if this feature is enabled at the Technician Group level in the Administration Center.
Restriction: A Collaborating Technician cannot receive files sent by a customer using the Applet
Send File feature.
Controlling a Customer's Computer
How to Remote Control a Customer's Computer
Use Remote Control to operate the customer's device.
Requirements:
The agent's Technician Group must have permission to launch remote control sessions.
The session must be Active.
During Instant Chat, remote control can only be started once the customer has downloaded the Rescue
Applet.
1. On the Technician Console Customer Desktop tab, click Launch Remote Control Session.
The customer is prompted to accept or decline your request to control his computer.
2. Ask the customer to accept the request.
Remote control begins.
3. Use the Remote Control toolbar to manage the remote session.
All other Workspace tabs remain available.
4. To end remote control, click the red X on the Remote Control toolbar.
Remote control ends, but the session remains active.
Caution: Transferring the session or placing it on Hold will end remote control.
How to View a Customer's Desktop without Taking Control
Use Desktop Viewing to view a customer's desktop without taking control of the device.
Requirements:
• The agent's Technician Group must have permission to launch desktop viewing
• During Instant Chat, desktop viewing can only be started once the customer has downloaded the
Rescue Applet
• The session must be Active
1. On the Technician Console Customer Desktop tab, click Launch Desktop Viewing Session.
If the customer is prompted to accept or decline your request, ask them to accept.
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2. Use the Remote Control toolbar to manage the session.
During desktop viewing, some toolbar options are disabled. All other Workspace tabs remain available.
3. To end desktop viewing, click the red X on the Remote Control toolbar.
Desktop viewing ends, but the session remains active.
About Customer User Rights During Remote Control
When you access a customer's computer, you inherit the customer's user rights. As a result, you may encounter support scenarios where the user of the remote device does not have the rights you need to fully support the machine.
To overcome this problem, you can run the Rescue Applet as a Windows System Service Local System account or Mac OS X daemon.
The following table helps clarify when this feature is useful.
Customer's Operating System Customer's Rights
Windows 7, Vista, Server 2008 Administrator, with User Account Control (UAC) activated
Windows 7, Vista, Server 2008 Non-administrator
Windows NT-based
Windows NT-based
Mac OS X
Administrator, but you want to switch users without losing the active session
Non-administrator
Mac OS X
Administrator, but you want to switch users without losing the active session.
Non-administrator
How to Restart the Rescue Applet as a Windows System Service or Mac Daemon
To log on as a different Windows or Mac user, you must restart the Applet as a Windows System Service or Mac OS X daemon.
You must be in an Active session with a customer lacking Administrator rights on the host. You must be able to enter Administrator credentials.
1. On the Technician Console workspace, select the Customer Desktop tab (this is the tab you use to launch remote control and desktop viewing).
2. In the Username and Password fields, enter valid Administrator credentials for the remote device.
Tip: If the domain name is needed in the Username field, the acceptable formats are username@domain
and domain\username
.
3. Click Restart Applet as Windows System Service (or Mac OS X daemon).
The chat log will indicate when the customer applet has started as a Windows system service (or
Mac OS X daemon) and is reconnected.
4. Launch remote control.
5. Log-off the current user or switch between users without losing your connection to the machine.
Tip: To activate the login dialog box during a remote control session, press the Ctrl-Alt-Insert keyboard shortcut or click the Ctrl-Alt-Del button on the Remote Control toolbar.
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Note: Rescue ensures that the technician will be logged out at the end of any session in which a technician restarts the Applet as a Windows System Service. The customer will be forced to log back in to his original limited-rights account at the end of the support session, thus eliminating potential security risks.
How to View the Customer's Computer in Fullscreen Mode
In Fullscreen Mode the customer's display covers the technician's entire display. Fullscreen mode gives you the most realistic "as if you were there" experience.
• On the Remote Control toolbar, click the Fullscreen button.
The LogMeIn interface is minimized and the host computer's display appears on your entire screen.
Only the Remote Control toolbar remains visible.
• To exit fullscreen mode, click the Fullscreen button again.
Tip: To keep the toolbar visible, click the Pin icon on the Fullscreen version of the Remote Control toolbar.
How to View a Remote Control Session in a Secondary (Tear-Away) Window
By detaching a Remote Control session, you can view the customer's computer in a secondary window outside of the main Technician Console workspace.
• On the Remote Control toolbar, click the Tear Away button next to the Customer Desktop tab.
The customer's screen is detached from the Technician Console and appears in a new window. You can move this window to your secondary display.
• Another way to detach the session is to drag-and-drop the Customer Desktop tab.
• To return the session to the Technician Console, click the Attach button next to the Customer
Desktop tab or on the detached window itself.
• To always launch remote control sessions in a separate window, select Options > Launch Tear-Away
Session Windows.
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How to Change Screen Size During Remote Control
View the customer's display in a way that you find comfortable.
1. On the Remote Control toolbar, click the View Settings button.
2. Select the appropriate setting.
• Actual size – Select Actual Size to show the host display exactly as it appears to the host-side user. When using this option you may need to scroll to see the entire screen.
• Fit to Window – Select Fit to Window to make the entire host display visible on the client display without the need to scroll.
• Stretch to Window – When in Full Screen Mode, use this option to stretch the host display to fill the entire client display even if the host is set to a lower resolution than your own.
Your selection is applied immediately.
Tip: To change the actual screen resolution of the host display, edit the host Desktop Properties
(Windows) or System Preferences (Mac).
How to Change the Color Quality of the Customer's Screen
Select a lower setting to optimize the amount of information transferred during remote control, or select a higher setting to improve the quality of the image.
1. On the Remote Control toolbar, click the View Settings button.
The Color Quality options are displayed.
2. Select the appropriate setting.
Tip: Choose Automatically adjust color settings to allow LogMeIn to detect the optimal setting.
• Very Low – (grayscale) This is best if you are using a slow connection, such as a dial-up modem
• Low – This setting offers excellent performance with acceptable color quality
• Medium – This setting offers a good balance between performance and color quality
• High – This setting offers excellent color reproduction, but potentially slower performance
• Auto – Choose Auto to allow LogMeIn Rescue to detect the optimal setting
Your selection is applied immediately.
How to Magnify a Section of the Customer's Screen
The Magnifying Glass feature opens a box that you move on the customer's screen to view a small area in high resolution without otherwise adjusting your resolution.
The Magnifying Glass is available when screen resolution is less than 100%.
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1. On the Remote Control toolbar, click the Magnifying Glass button.
The magnifying glass is activated.
2. Drag the box.
Any area within the box in displayed in high resolution.
3. Click the Magnifying Glass button again to deactivate the magnifying glass.
How to Open the Windows Task Manager on the Customer's Computer (Ctrl-Alt-Del)
During a remote session, the
Ctrl-Alt-Del
key combination entered on the technician's computer will only be registered by the client.
This feature is not available during Desktop Viewing.
• On the Remote Control toolbar, click the Task Manager button.
The Windows Task Manager opens on the customer's computer.
How to Copy and Paste Between Devices (Clipboard Synchronization)
Use Clipboard Synchronization to save time and avoid errors by directly copying and pasting information between devices during remote control.
This feature is not available during Desktop Viewing.
Note: If the customer is using a BlackBerry smartphone, clipboard synchronization will not function.
• On the Remote Control toolbar, select Clipboard Synchronization On.
Anything copied on either device is available to be pasted to the other.
• To enable clipboard synchronization for all sessions, select Options > Clipboard Synchronization
Enabled.
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How to Use Local and Remote Keyboard Layouts (Keyboard Synchronization)
Use Keyboard Synchronization to ensure that the text you type appears according to the selected keyboard's layout.
This feature is not available during Desktop Viewing.
1. On the Remote Control toolbar, click Keyboard Synchronization.
2. Select Local or Remote depending on which computer's keyboard layout you want to use.
How to Draw on the Customer's Screen
Use the Whiteboard to activate a pencil tool that you can use to draw freehand images on the customer's screen.
1. On the Remote Control toolbar, click the Whiteboard icon and select Whiteboard On.
The pencil tool is activated.
Note: You cannot control the host while Whiteboard is enabled.
2. Draw on the host screen.
The pencil tool leaves a red line on the customer's screen. All drawings appear on both the Technician
Console and the customer's computer.
3. To erase drawings, click the Whiteboard button and select Erase Drawings or Whiteboard Off.
How to Use the Laser Pointer
The Laser Pointer is a small red dot that the client-side user moves around the host screen to highlight features for the host-side user.
1. On the Remote Control toolbar, click the Laser Pointer button and select Laser Pointer On.
To the host-side user, the laser pointer appears as a simple red dot.
Note: You cannot control the host while Laser Pointer is enabled.
2. To exit, click Laser Pointer again and select Laser Pointer Off.
How to Record Sessions
Follow this procedure to make a recording of all on-screen activity during a Remote Control or Desktop
Viewing session.
The agent's Technician Group must have permission to record sessions.
1. During Remote Control or Desktop Viewing, click the Screen Recording icon on the Remote Control toolbar.
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2. Select Start Screen Recording.
If you have not yet done so, you will be asked to choose a folder where screen recordings will be saved.
Note: The customer is prompted during a remote control session when the technician starts screen recording. This prompt is displayed even if the customer previously granted the technician permission to access his computer.
3. Recording begins. All activity on the customer's screen will be recorded.
4. To stop recording, click the Screen Recording button again and select Stop Screen Recording.
Screen recording is ended. The session does not end.
The recording is saved to the assigned location.
Tip: To set the folder where you want to save the recording file, select Options > Screen Recording
Folder... .
Note: Recording file format is set in the LogMeIn Rescue Administration Center on the Settings tab. If files are saved to the LogMeIn proprietary .rcrec format, then you will need to convert them to .avi using the LogMeIn Rescue AVI Converter tool on a Windows PC.
How to Make a Screen Capture During Remote Control
Create a screen capture of the customer's desktop. You can only capture the entire customer display.
You cannot select a specific area to capture.
• Click the screen capture icon on the Remote Control toolbar.
Using File Manager
How to Manage Files on a Customer's Device
Use the File Manager to easily and securely transfer files between your computer and the customer's device.
Requirements:
• The agent's Technician Group must have permission to launch File Manager
• During Instant Chat, File Manager can only be started once the customer has downloaded the Rescue
Applet
• The session must be Active
1. On the Technician Console File Manager tab, click Launch File Manager Session.
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The customer is prompted to accept or decline your request to control his computer.
2. Ask the customer to accept the request.
The File Manager session begins.
3. Use the File Manager toolbar to work with the customer's files and folders.
All other Workspace tabs remain available.
4. To end the File Manager session, click the red X on the File Manager toolbar.
The File Manager session closes, but the session remains active.
Caution: Transferring the session or placing it on Hold will end the File Manager session.
How to Navigate and Sort Files using File Manager
Navigate and Sort options are accessed via a drop-down menu on the File Manager toolbar. Shortcut keys are available for each item.
Note: The host computer's files are displayed in the right frame, the client computer's in the left.
Use the Tab key to switch between the two frames.
Option
Refresh
Up
Drive list
Select left drive
Select right drive
Go to folder…
Sort by Name
Sort by Type
Sort by Size
Sort by Date
Show…
Shortcut
F5
Backspace
Ctrl+Backspace
Alt+F1
Alt+F2
Ctrl+G
Ctrl+1
Ctrl+2
Ctrl+3
Ctrl+4
Description
Refreshes the folders on both the client and host computer.
Moves up to the parent directory.
Displays the available root drives on the selected computer.
Click to select the disk drive you want to view in the left pane of the File Manager window.
Click to select the disk drive you want to view in the right pane of the File Manager window.
Click this item to open a box where you can type the name of a specific folder or directory you want to view.
Sort the directory contents by file name.
Sort the directory contents by file type.
Sort the directory contents by file size.
Sort the directory contents by the date files were last modified.
Select Show folders for all users, Show hidden files, and/or Show system files in any combination.
Tip: Click to change between the local and the remote disk drives on the left/right pane of the
File Manager window (the shortcut is Alt+1 and Alt+2).
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How to Transfer Files Between Computers using File Manager
Transferring files between computers is as easy as selecting files and dragging them to the appropriate folder. Otherwise, use the appropriate options on the File Manager toolbar.
Option
Copy
Move
Icon Shortcut
Ctrl+C
Ctrl+X
Description
Copy the selected file or folder from the existing location to the selected new location. The copied file or folder is now in both locations.
Cut a file or folder from the existing location and move it to the new location.
The moved file or folder is now only in the new location.
Synchronize Ctrl+S
Replicate Ctrl+R
Update the current folders to the client and host so that their contents are the same. Files and folders that exist only on one side are copied normally. If both folders contain one or more files that are different on the client and host, the newer version will be copied.
The folders must be open, not simply selected.
Files and folders that do not exist in the destination folder are copied normally.
Files that already exist in the destination folder will be transferred from the source folder. If a destination folder contains a file or a folder that does not exist in the source it will be deleted.
This is very useful if you update the
Source folder and want to push those changes to the Destination.
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How to Edit Files using File Manager
Edit options are accessed on the File Manager toolbar or by right clicking on a file. Shortcut keys are available for each option.
Option
Create Folder
Rename
Delete
Icon Shortcut
Ctrl+N
F2
Delete key
Description
Create a new folder in the selected location
Rename a selected file or folder
Delete a selected file or folder
How to Select Files using File Manager
File selection options are accessed on the File Manager toolbar. Shortcut keys are available for each option.
Option
Select files
Unselect files
Select all
Select none
Invert selection
Icon Shortcut
+ (on the numeric keypad)
- (on the numeric keypad)
Ctrl+A
Ctrl+- (on the numeric keypad)
* (on the numeric keypad)
Description
Opens a dialog box you can use to select multiple files
Opens a dialog box you can use to clear selected files
Selects all files in the current location
Clears all selections in the current location
Change the current selection status to its opposite (any selected item becomes cleared and any unselected items becomes selected)
Working with System Information
From the System Info tab you can examine various aspects of the customer's device, but cannot make any changes.
About System Information – Dashboard
The System Info Dashboard tab provides a snapshot of the current status of the customer's device.
During an active session, click Request Information to retrieve data from the customer's device.
The following view-only information is available.
System Information
CPU Information
Gives details of the customer's Operating System, BIOS, when the device was last booted, and which user is logged in.
Gives details of the make, type and speed of the host's central processing unit.
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Memory Information
Disk Drives
Processes (top 5)
Events (top 5)
Scheduled Tasks (last 5)
Provides a complete breakdown of the host's memory size and usage.
Gives the amount of used and free space on each disk drive on the customer's device.
Gives the names of the five processes that are using most CPU time, the percentage of CPU time they are using, and their memory usage.
Gives the five most recent Events from the Application Event Log and
System Event Log that have a status other than Information. This is the same information you can see with Administrative Tools/Event Viewer within Windows.
Gives a list of the five most recently executed scheduled tasks, as run with Windows Scheduled Tasks feature.
About System Information – Processes
System Info > Processes gives information about running processes, similar to Windows Task Manager
> Processes.
During an active session, click Request Process Information to retrieve data from the customer's device.
About System Information – Services
System Info > Services gives information about registered services, similar to Windows Administrative
Tools > Services.
During an active session, click Request Services Information to retrieve data from the customer's device.
About System Information – Applications
System Info > Applications gives information about installed programs, similar to Windows Control
Panel > Add/Remove Programs.
During an active session, click Request Application Information to retrieve data from the customer's device.
About System Information – Interactive User
System Info > Interactive User gives details of the account the customer used to log in to his device.
This includes information about the user, the group to which the user belongs, and the user's privileges.
During an active session, click Request Interactive User Information to retrieve data from the customer's device.
About System Information – Drivers
System Info > Drivers gives driver details similar to Windows Control Panel > System > Hardware >
Device Manager (when examining the properties of individual devices).
During an active session, click Request Driver Information to retrieve data from the customer's device.
About System Information – Startup
System Info > Startup gives details of applications and processes started when the device starts.
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This includes applications and processes started from entries in the registry and those started because they are in a defined ‘startup’ folder (for example, c:\documents and settings\all users\start menu\programs\startup).
During an active session, click Request Startup Information to retrieve data from the customer's device.
About System Information – Event Viewer
System Info > Event Viewer offers an event viewer much like that found in Windows (Control Panel >
Administrative Tools > Event Viewer).
Recent application, security, and system events are shown in a tabbed interface, and can be sorted according to name, date, source, event, user and computer.
During an active session, click Request Event Viewer Information to retrieve data from the customer's device.
Rebooting a Customer's Device
Click the Reboot tab to access options for restarting a customer's device during a remote session.
Note: Only available if this feature is enabled at the Technician Group level in the Administration
Center.
Reboot Option
Normal Reboot and Reconnect
Safe Reboot and Reconnect
Emergency Reboot and
Reconnect
Description
All applications on the customer's device are closed down in an orderly manner and the device is restarted. The customer will have to enter any hardware or other passwords, after which the support session is resumed. During this process the session status is shown as Rebooting.
Use this option to restart the customer's computer in safe-mode with networking enabled. Safe-mode is a special way for Windows to load when there is a system-critical problem that interferes with the normal operation of Windows.
This option does not allow applications and other processes to terminate gracefully; the customer may lose unsaved data. Windows will, however, shut down properly and flush all outstanding file operations to disk.
Caution: This option should be used with care. The customer will need to enter any hardware or other passwords, after which the support session is resumed.
Request Windows Credentials To allow you to reboot a device while the customer is not present at his machine, the customer can be asked to enter his login credentials. This information remains on the customer's device, is encrypted, and cannot be accessed or seen.
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Reboot Option Description
Restriction: If the customer device has a BIOS password configured, or any other hardware-related security mechanism,
Unattended Boot Mode cannot work.
Working with Scripts
How to Create and Edit Scripts
An unlimited number of scripts and resource files can be specified in the Technician Console. LogMeIn
Rescue will transfer and execute the script inside the Rescue temp folder on the host computer.
Script deployment must be enabled at the Technician Group level in the Administration Center.
1. In the Console Status area, select Tools > Manage Scripts.
The Manage Scripts page is displayed.
2. Click Add New.
3. Name the new script in the Script name field.
4. Next to the Script file field, click Browse to locate the pre-written script.
The script file must be present on your computer.
5. Use the Resource file field to attach any other file needed to run or support the script.
A resource file is any file that you send to a customer via the script. For example, if the script sends a ZIP file to the customer, the ZIP file is the resource file.
The resource file must be present on your computer.
6. To make the script run automatically when a session starts, select Execute when Applet starts.
7. Select the operating system(s) on which the script will run.
8. Click Save.
Scripts will be listed in the Local Scripts section on the Scripts tab and will be available for deployment during an active session.
Click Import or Export to import/export script definitions from/to an XML file.
Click the up and down arrows to the left of a numbered script to change the order in which scripts will execute.
Remember: Only those scripts will run automatically that have the Execute when Applet starts box selected.
Tip: Sample scripts are available in the LogMeIn Community Script Repository .
Tip: You can find your most frequently used scripts more easily by making them favorites. Click the star icon next to the script you want to make favorite.
The script appears on your Favorite Scripts list.
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You can have maximum five scripts on your Favorite Scripts list.
How to Deploy a Script
Follow this procedure to deploy a script during an active session.
Script deployment must be enabled at the Technician Group level in the Administration Center.
1. Click the Scripts tab.
A list of available scripts is displayed.
2. Select the script you want to deploy.
3. Click Deploy.
The script is deployed.
Remember: Running an embedded script manually requires the Run embedded script permission to be set in the Administration Center.
Embedded scripts are configured by Administrators in the Administration Center.
Deploying the Rescue Calling Card
How to Deploy the Calling Card to a Customer's Computer
Install the Calling Card on the customer's PC from the Technician Console.
Requirements:
• The agent's Technician Group must have permission to deploy the Calling Card
• A Rescue Administrator must have already applied a Calling Card to the agent's Technician Group
• The session must be Active
• The Calling Card cannot be deployed to a Mac
1. Click the Calling Card tab.
2. Select one of the following options:
• Select Launch Calling Card immediately after installation if you want the Calling Card application to run once it has been successfully installed on the customer's computer
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• Select Launch Calling Card every time the remote device is started to set the Calling Card application to open each time the target device is started
Tip: Customers can clear this setting on the Settings > General tab of the Calling Card.
3. Click Install Calling Card.
The Calling Card installer is deployed and executed. The customer may be prompted to give you permission to deploy the installer. If so, ask the customer to accept the deployment.
Once installation is complete, the customer will be able to initiate sessions via the Calling Card.
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Supporting Mobile Devices
About LogMeIn Rescue+Mobile
With LogMeIn Rescue+Mobile, remote support technicians can quickly connect to and troubleshoot today's most popular smartphones as if the device were in their own hands. The product supports Apple iOS, Android, and BlackBerry devices.
The Rescue+Mobile add-on can help you cut costs, save time, increase first call resolution, and show users how to use their smartphone or tablet.
What You Get
• Remote control over most leading smartphone platforms
• Proven helpdesk technology
• Reduced support costs
• Increased customer satisfaction
• Accelerated adoption of new services
• Increased first-call resolution and a decrease in “no trouble found” device returns
• The ability to solve difficult issues for your highly valued customers
• Shorter support lines at your retail outlets
About Click2Fix
The Click2Fix tab gives technicians a set of tools for analyzing and resolving the most commonly encountered issues faced by mobile customers.
The agent's Technician Group must have permission to use Click2Fix for mobile.
The Click2Fix tab opens by default for each session with a mobile device
Widget
Info and Alert Bar
Notes
The blue Info Bar shows basic device info (manufacturer, device model, phone number).
The red Alert Bar highlights important issues or action items. For example, battery information, flagged applications, or out-of-date firmware.
Detect flagged apps: Upon connection to an Android or BlackBerry, the
Technician Console will automatically check for unwanted or missing apps according to parameters set in an XML uploaded by an administrator.
Detect out-of-date firmware: Upon connection to an Android or BlackBerry, the Technician Console will automatically check a device's firmware according to OS properties defined in a file uploaded by an administrator.
The file can also contain a URL to current firmware.
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Widget Notes
Mobile Network with APN settings transfer
View mobile network info.
For Android, BlackBerry and iOS, you can also click Network setup to send predefined APN settings to the customer's device. Available settings are set by an administrator.
System For Android, BlackBerry, and iOS, you can view basic information about the customer's device. Exact information may vary by platform and device. For example:
• System version
• Baseband number
• Build number
• Internal storage
• SD Card
• IMEI
Web Shortcuts
Battery
For Android, BlackBerry, and iOS, you can push icons that give the customer access to web content from their home screen. Available shortcuts are set by an administrator.
For Android, BlackBerry, and iOS, you can view battery details.
For Android and BlackBerry, push settings that help optimize battery usage on the customer's device. Settings can include the following:
• Switch off Wi-Fi
• Switch off Bluetooth
• Switch off GPS
• Change brightness settings
• Change display timeout settings
Connections
Device View
QuickNav
Direct URL
For Android, BlackBerry, and iOS, you can view a device's Bluetooth, GPS, and Wi-Fi connections.
For Android and BlackBerry, you can also manage a device's Bluetooth,
GPS, Wi-Fi connections.
View the screen of supported devices (aslo known as Remote View). Zoom in to draw on the screen. This is also where remote control can be launched for supported devices.
For Android, you can jump to specific destination on the customer’s mobile device.
For Android, BlackBerry, and iOS, you can send customers predefined or custom URLs, which automatically open on the device.
For Android, you can view configuration information about the email accounts configured in the default email app of the customer's device. You can also add new accounts.
For iOS, you can add new email accounts to the default email app of the customer's device.
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Widget
Applications
Processes
Notes
For Android, you can view and manage missing or unwanted (flagged) applications.
For Android, you can view processes and applications running on the device, and see how much memory they are using. You can also kill selected processes and running applications.
Remember: The exact features you can use and actions you can take depend on permissions granted by a Rescue administrator. If a specific widget is inactive (grayed-out), you may not have permission to use it.
Connecting to a Mobile Device
How to Start a Mobile Session by SMS
The agent must have an active Rescue+Mobile add-on licence.
The agent's Technician Group must have permission to start Private Sessions.
The agent's Technician Group must have permission to use the SMS connection method.
1. On the Session toolbar, click New Session.
The Create New Session window is displayed.
2. Type the customer's name or other identifier in the Name field.
You will use this name to identify the session on the Active Session tab and in the Session List.
3. Click Send SMS.
If you know the customer’s platform, you can choose to manually set Device Platform using the drop-down list on the Create New Session dialog box. Manual detection may be necessary if local browser settings prevent automatic detection.
A confirmation box appears detailing the phone number and the PIN code that has been sent to the customer in an SMS (text) message.
4. The customer opens the SMS message.
The customer clicks to download the applet if not already installed.
Note: The download procedure may vary depending on the customer's operating system.
5. Pick up the session by selecting it in the Session list and clicking Start.
Customer Status will change to Active.
How to Start a Mobile Session via PIN Code
Follow this procedure to connect to a customer using a PIN code.
The agent must have an active Rescue+Mobile add-on licence.
The agent's Technician Group must have permission to start Private Sessions.
The agent's Technician Group must have permission to use the PIN Code connection method.
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1. On the Session toolbar, click New Session.
The Create New Session window is displayed.
2. Type the customer's name or other identifier in the Name field.
You will use this name to identify the session on the Active Session tab and in the Session List.
3. Select the PIN Code tab.
4. Click Create PIN Code.
Rescue generates a 6-digit PIN code and displays it in the Create New Session window and in the
Session Log.
5. Ask the customer to go to the PIN code entry site:
• On devices running the Rescue+Mobile app, the user launches the app to view the PIN entry screen
• On devices without a Rescue+Mobile app, the PIN code entry site is oty.com or rescuemobile.com
6. The customer enters the PIN.
The customer clicks to download the applet if not already installed.
Note: The download procedure may vary depending on the customer's operating system.
7. Pick up the session by selecting it in the Session list and clicking Start.
Customer Status will change to Active.
You can now use the Technician Console to deliver remote support.
How to Start a Mobile Session via Link and Messaging Tool
Follow this procedure to connect to a customer's mobile device using a link that you send to a customer using a messaging service or related tool.
The agent must have an active Rescue+Mobile add-on licence.
The agent's Technician Group must have permission to start Private Sessions.
The agent's Technician Group must have permission to use the Link connection method.
1. On the Session toolbar, click New Session.
The Create New Session window is displayed.
2. Type the customer's name or other identifier in the Name field.
You will use this name to identify the session on the Active Session tab and in the Session List.
3. Select the Link tab.
4. Click Copy Link to Clipboard.
The link is copied to your clipboard.
5. Paste the link into your messaging tool and send it to your customer.
6. The customer clicks the link in the message.
The customer clicks to download the applet if not already installed.
Note: The download procedure may vary depending on the customer's operating system.
7. Once the download is complete, ask the customer to click Run to execute the Applet.
Once the Applet is installed, the customer status will change from Connecting to Waiting.
8. Pick up the session by selecting it in the Session list and clicking Start.
Customer Status will change to Active.
You can now use the Technician Console to deliver remote support.
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The Customer Experience: Mobile Applet
What can a customer using a smartphone do during a session?
• Chat
• View a detailed session log
• Allow or deny the technician the right to perform certain actions
• Send individual files to a technician
• Cancel a file transfer
• End Remote Control
• End Display Sharing
• Pause Display Sharing (on Android and BlackBerry)
• Pause Display Viewing (on Android and BlackBerry)
• End a session
Note: An iPhone user can chat and allow or deny an email configuration file sent by the technician during an Instant Chat session.
Controlling a Mobile Device
Launch Remote Control from Click2Fix
The agent must have an active Rescue+Mobile add-on licence.
The agent's Technician Group must have permission to use Click2Fix for mobile.
The agent's Technician Group must have permission to launch remote control sessions.
The session must be Active.
What devices can be controlled?
• Due to Android OS security restrictions, Remote Control is available only on Android 2.3+ devices from Samsung, HTC, Motorola, Huawei, Sony, Vertu, Kazam, LG, and some Lenovo and Positivo devices.
• Technicians are able to view the screen of any Android 5.0 or 6.0 device without taking control (known as Remote View).
1. On the Click2Fix tab under Device view, click Switch to remote control in a new window to open a tear-away window.
A new window opens showing the customer's device.
2. Chat with the customer and remote control the device.
• Use your computer keyboard as normal
• Use your mouse to control the mobile device’s keypad
The following features are available when you remote control a mobile device:
White Board
Laser Pointer
Android
Yes
Yes
BlackBerry
Yes
Yes
Apple iOS
Yes
Yes
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Screen Capture
Screen Recording
Android
Yes
Yes
BlackBerry
Yes
Yes
3. Click End on the Session toolbar to end the session.
Apple iOS
Yes
No
Remote Control from Customer Display
The agent's Technician Group must have permission to use the Classic display for mobile.
What devices can be controlled?
• Due to Android OS security restrictions, Remote Control is available only on Android 2.3+ devices from Samsung, HTC, Motorola, Huawei, Sony, Vertu, Kazam, LG, and some Lenovo and Positivo devices.
• Technicians are able to view the screen of any Android 5.0 or 6.0 device without taking control (known as Remote View).
1. On the Customer Display tab, click Launch Remote Control Session to activate remote control.
If available, you will see a simulation of the customer’s device. Otherwise, you will see the generic simulation.
2. Chat with the customer and remote control the device.
• Use your computer keyboard as normal
• Use your mouse to control the mobile device’s keypad
The following features are available when you remote control a mobile device:
White Board
Laser Pointer
Screen Capture
Screen Recording
Android
Yes
Yes
Yes
Yes
BlackBerry
Yes
Yes
Yes
Yes
Apple iOS
Yes
Yes
Yes
No
3. Click End on the Session toolbar to end the session.
Remote Viewing (without remote control)
With Remote View, Technicians can view the screen of a customer's Android 5.0+ device without taking control.
• On the Click2Fix or Customer Display tab under Device view, click the play button ("view the customer's device").
The screen of the customer's device is shown in the Device View section.
QuickNav: Jump to Specific Destinations on a Mobile Device
Click2Fix offers the QuickNav widget, which enables technicians to jump to specific settings or destinations on the customer's device.
The agent's Technician Group must have permission to use Click2Fix for mobile.
The session must be Active.
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• On the Click2Fix tab under QuickNav, click the destination you want to open on the customer's device.
Don't see the one that you want? Click More...to get a list of all the available destination items.
Tip: Pin your favorite items to the widget.
The selected destination opens on the customer's device.
QuickNav Examples
With remote control. You are controlling the customer's device and want to change privacy settings. Instead of clicking through to privacy settings, you click the QuickNav
Privacy destination item. You will see that the "Privacy settings" destination opens on the customer's device.
Without remote control. You want to guide the customer to privacy settings on their mobile device. Rather than coach the customer through all the steps to reach privacy settings, you click the QuickNav Privacy destination item. On the customer's device, the "Privacy settings" destination opens. Now you can coach the customer to change the required setting.
Managing Settings on a Mobile Device
Managing Settings on a Mobile Device Using Click2Fix
Specialized widgets on the Click2Fix tab provide technicians with a quick and easy solution for managing settings on the customer 's mobile device.
The agent's Technician Group must have permission to use Click2Fix for mobile.
The session must be Active.
How to Push APN Settings to a Mobile Device
This feature is only available when settings are defined in the Administration Center.
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. In the Mobile Network widget, click Network Setup
The list of available pre-defined APN settings appears.
3. Choose the desired predefined APN, and click Push.
The selected APN settings are transferred to the customer's mobile device.
How to Push Web Shortcut Icons
With the Web Shortcuts widget, a technician can push a web shortcut icon to the customer's device giving them quick and easy access to frequently used sites.
This feature is only available when settings are defined in the Administration Center.
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. In the Web Shortcuts widget, click Start.
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The list of available predefined web shortcuts appears.
3. Choose the desired predefined web shortcut, and click Push.
The selected web shortcut icon is pushed and installed to the customer's device.
How to Push Direct URLs
Technicians can send customers predefined or custom URLs, which automatically open in their mobile's default browser.
How to Send a Custom URL
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. Under Direct URL widget, type your custom URL in the enter URL here window.
3. Click Send custom URL.
The custom URL automatically opens in the default browser of the customer's device.
How to Send a Predefined URL
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. Under Direct URL, click Select other predefined URL....
A list of predefined URLs appears.
3. Select the desired URL, and click Send.
Tip: If the URL you want to push is on the list under Recently sent, then just select the URL, and click Send.
The selected predefined URL automatically opens in the default browser of the customer's device.
How to Push Battery Optimization Settings
For Android and BlackBerry, technicians can push settings that help optimize battery usage on the customer's device.
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. In the Battery widget, click Optimize battery use.
The Optimize battery use window is displayed.
3. Choose from the available actions and click Apply settings.
• Switch off Wi-Fi
• Switch off Bluetooth
• Switch off GPS
• Change Display brightness settings
• Set Display timeout
How to Push Quick Connection Settings
Technicians can toggle on and off Bluetooth, GPS and Wi-Fi connection settings of Android and
Blackberry devices.
1. Click the Click2Fix tab.
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The Click2Fix widgets appear.
2. Under Connections, click the connection method that you want to toggle on or off.
The selected connection method is toggled on/off on the customer's device.
How to Manage Missing and Unwanted Applications
This feature is only active when the App Checker list has been uploaded in the Administration Center at Global Settings > Mobile device settings > App Checker List Upload.
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. In the Applications widget, click Show all applications.
The Applications window is displayed.
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3. Choose from the following options.
Option
Uninstall an
Unwanted
Application
Description
This feature is only active when the App Checker list has been uploaded in the Administration Center at Global Settings > Mobile device settings >
App Checker List Upload.
1. Click Flagged.
Flagged applications on the device are displayed on a list.
2. Select the flagged application you want to uninstall, and click Uninstall
application.
Note: Pre-deployed applications cannot be uninstalled from a device.
In this case, the Uninstall updates button is displayed. This removes the latest update of the concerned application.
LogMeIn Rescue Technician Console User Guide
Option Description
Send URL for
Missing Application
1. In the Applications window, click Missing.
Missing applications on the device are displayed on a list.
2. Select the missing application with which you want to provide help to your customer, and click Send URL.
The URL predefined for this application in the LogMeIn Rescue
Administration Center is pushed to the customer's device.
Tip: For example, you can push the URL of the app in Google Play to make it easier for the customer to install the missing app.
How to Kill Processes and Running Applications
Technicians can kill selected applications and processes to free up device memory for improved performance.
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. In the Processes widget, click Show all processes.
The Processes window is displayed showing all processes and running applications on the device.
3. Depending on whether you want to kill a process or a running application, click Processes or Running
applications.
4. Select the process or application you want to kill, and click Kill selected.
The selected process or application is terminated on the customer's device.
Fastpath: On the opening widget screen, technicians can view those five processes and running applications that use the most memory. All a technician has to do to kill any of these is the following:
1. On the opening widget screen, select the process or application you want to kill.
2. Click Kill selected.
Tip: You can customize the information displayed in the Processes window. To select what information is displayed, on the Processes window right-click the header row of the table, and select the categories you want to see.
How to Add a New Email Account
Technicians can add new email accounts to the default email app of the customer's mobile device.
1. Click the Click2Fix tab.
The Click2Fix widgets appear.
2. In the Email widget, click Add new IMAP/POP3 account.
The Add new email window is displayed.
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3. Fill in the fields.
4. Click Apply
At the bottom of the window, the
Settings transferred notification is displayed. The new email account has been successfully configured on the customer's device.
Fastpath: To speed up configuration, in the Email field type the email address belonging to the account you want to add. Click Retrieve domain-specific settings. For major email providers, the
Email widget will automatically fill in configuration fields. All you have to submit is the password(s) belonging to the email account.
Pushing Settings to a Mobile Device from Device Configuration
Use the Device Configuration tab to change settings on the customer's mobile device.
The agent must have an active Rescue+Mobile add-on licence.
The agent's Technician Group must have permission to configure mobile device settings.
For Android and iOS, additional permissions are required on the Administration Center Settings tab under Mobile Device Configuration.
The session must be Active.
1. On the Technician Console, select the Device Configuration tab.
The available settings are displayed.
2. Choose from the available settings.
Platform
Android
Available Tabs
• Wi-Fi settings
• APN settings
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Platform
iOS
BlackBerry
Available Tabs
• Email settings
• Exchange ActiveSync settings
• Access Point settings
• Passcode settings
• Restrictions settings
• Web Clips settings
• Wi-Fi settings
• Email settings
3. Click Request Settings to view the settings available on the customer's device.
Important: Wi-Fi must be enabled.
The settings are displayed.
4. Click Push Settings.
Remember: Wi-Fi must be enabled.
For most operating systems, the settings are applied on the customer's device immediately after being pushed.
Important: Customer's on iOS may be prompted to install a Profile.
Managing Files on a Mobile Device
Use the File Manager to easily and securely transfer files between your computer and the customer's device.
Supported platforms:
• Android
• BlackBerry
• Not available for iOS
Other requirements:
• The agent's Technician Group must have permission to launch File Manager.
• The session must be Active.
1. On the Technician Console File Manager tab, click Launch File Manager Session.
The customer may be prompted to accept or decline your request to control his device. If so, ask the customer to accept the request.
The File Manager session begins.
2. Use the File Manager toolbar to work with the customer's files and folders.
All other Workspace tabs remain available.
3. To end the File Manager session, click the red X on the File Manager toolbar.
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The File Manager session closes, but the session remains active.
Note: You can move and delete files with the File Manager from the device's SD card, but not from its memory. From the device's memory, you can only copy files to your local drive.
Working with Mobile Device System Information
Working with Mobile System Info via Click2Fix
Viewing Mobile System Info via Click2Fix
The Click2Fix tab gives technicians a convenient tool for analyzing various aspects of the customer's device. With specialized widgets, technicians can retrieve specific data from the mobile device.
The agent's Technician Group must have permission to use Click2Fix for mobile.
The session must be Active.
Info Bar and Alert Bar
Immediately upon starting a session, technicians get some of the most important information about the mobile device.
The blue Info Bar shows basic device information. For example:
• Manufacturer
• Device model
• Phone number
The red Alert Bar highlights important issues or action items. For example:
• Battery information (power level, temperature)
• Flagged and Missing applications
• Out-of-date or rooted firmware
Battery warnings are triggered by the following hardcoded settings:
Battery Power "Very Low"
Battery Temperature "Overheating"
< 20%
> 55 degrees Celsius
App Checker
Upon starting a session with an Android or BlackBerry device, the Technician Console checks for apps according to parameters set in an XML file uploaded in the Administration Center.
Firmware Checker
Upon starting a session with an Android, BlackBerry and iOS device, the Technician Console automatically checks the firmware of the device according to OS properties defined in a file uploaded in the
Administration Center. The file can also contain a URL to current firmware.
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Mobile Network Information
For Android, BlackBerry and iOS devices, technicians can view network information from the customer's device. Depending on platform, these may include:
• Home Operator
• Roaming Operator
• Connection Type
• Signal Strength
Signal Strength is determined by the following hardcoded settings:
High
Medium
Low
Very Low
... - 90 dBm
- 100 ... -91 dBm
-110 ... -101 dBm
- 111 dBm and lower
System Information
For Android, BlackBerry and iOS devices, technicians can view basic system information from the customer's device. Depending on platform, these may include:
• System version
• Baseband number
• Build number
• Memory
• Internal storage
• SD Card
• IMEI
Connection Information
Technicians can view connection status for Bluetooth, GPS and Wi-Fi.
Battery Status Information
For Android, BlackBerry and iOS devices, technicians can view basic battery details.
Processes Information
Technicians can view processes and applications running on an Android device, and see how much memory they are using.
Applications Information
This feature is only active when the App Checker list has been uploaded in the Administration Center at Global Settings > Mobile device settings > App Checker List Upload .
Upon connection to an Android device, the Technician Console will check for missing or unwanted
(flagged) apps according to parameters set in an XML file uploaded in the Administration Center.
Email Information
Technicians can view configuration information about the email accounts configured in the default email app of the customer's mobile device.
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The email accounts configured in the default email app are listed on the widget. Click the eye icon next to the account for which you want to view the configuration parameters.
Working with Mobile System Info on the System Info Tab
How to View General System Information for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
1. On the System Info tab, click Dashboard.
The system info Dashboard is displayed.
2. Click Request Information to retrieve data from the customer's device.
The customer may be prompted to accept or decline your request.
3. The following view-only information is available, depending on the customer's operating system.
System Information
OS
Default Browser Path
Device model
Device screen
Device PIN
Locale and Time Zone
Android
Yes
Yes
No
Yes
Yes
No
No
BlackBerry
Yes
Yes
No
Yes
Yes
Yes
Yes
Apple iOS
Yes
Yes
No
Yes
Yes
No
No
How to View CPU Information for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
1. On the System Info tab, click Dashboard.
The system info Dashboard is displayed.
2. Click Request Information to retrieve data from the customer's device.
The customer may be prompted to accept or decline your request.
3. The following view-only information is available, depending on the customer's operating system.
CPU Information
Android
No
BlackBerry
No
Apple iOS
No
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How to View Memory Information for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
1. On the System Info tab, click Dashboard.
LogMeIn Rescue Technician Console User Guide
The system info Dashboard is displayed.
2. Click Request Information to retrieve data from the customer's device.
The customer may be prompted to accept or decline your request.
3. The following view-only information is available, depending on the customer's operating system.
Memory Information
Android
Yes
BlackBerry
Yes
Apple iOS
Yes
How to View Wireless and Network Information for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
1. On the System Info tab, click Dashboard.
The system info Dashboard is displayed.
2. Click Request Information to retrieve data from the customer's device.
The customer may be prompted to accept or decline your request.
3. The following view-only information is available, depending on the customer's operating system.
Wireless and Network Information
Radio Manufacturer
Phone number
Serial/IMEI number
Subscriber number
Current operator
Android
Yes
No
Yes
Yes
Yes
Yes
Network connect type (GSM/CDMA) Yes
Signal Strength No
BlackBerry
Yes
No
Yes
Yes
Yes
Yes
Yes
Yes
Apple iOS
No
No
No
No
No
No
No
No
How to View Battery and Power Consumption Information for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
1. On the System Info tab, click Dashboard.
The system info Dashboard is displayed.
2. Click Request Information to retrieve data from the customer's device.
The customer may be prompted to accept or decline your request.
3. The following view-only information is available, depending on the customer's operating system.
Battery Information
Power source
Android
Yes
Yes
BlackBerry
Yes
Yes
Apple iOS
Yes
Yes
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Charge status
Power remaining / Lifetime
Voltage
Current Battery Drain
Average Battery Drain
Temperature
Chemistry
Backup charge status
No
Yes
Yes
No
Android
Yes
Yes
Yes
No
No
Yes
No
No
BlackBerry
Yes
Yes
Yes
No
No
No
No
No
Apple iOS
Yes
Yes
No
No
How to View Storage/Disk Drive Information for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
1. On the System Info tab, click Dashboard.
The system info Dashboard is displayed.
2. Click Request Information to retrieve data from the customer's device.
The customer may be prompted to accept or decline your request.
3. The following view-only information is available, depending on the customer's operating system.
Storage / Disk Drive
Android
Yes
BlackBerry
Yes
Apple iOS
Yes
How to View the Top 5 Processes for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
1. On the System Info tab, click Dashboard.
The system info Dashboard is displayed.
2. Click Request Information to retrieve data from the customer's device.
The customer may be prompted to accept or decline your request.
3. The following view-only information is available, depending on the customer's operating system.
Top 5 Processes
Android
No
BlackBerry
No
Apple iOS
Yes
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How to View System Processes Running on a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
LogMeIn Rescue Technician Console User Guide
Supported platforms:
• Android
• BlackBerry
• iOS
1. On the System info tab click Processes.
2. To retrieve data from the customer's device, click Request Process Information.
The customer may be prompted to accept or decline your request.
All processes running on the device are displayed.
How to Terminate a Process for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
Supported platforms:
• Android
1. On the System info tab, click Processes.
2. To terminate a selected process on the customer's device click End Process.
The selected process is terminated on the customer's device.
How to View Services Registered on a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
Supported platforms:
• Android
• BlackBerry (Service Books)
• Not available for iOS
1. On the System info tab, click Services.
2. To retrieve data from the customer's device, click Request Services Information.
The customer may be prompted to accept or decline your request.
All services registered on the device are displayed.
How to View Applications Installed on a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
Supported platforms:
• Android
• BlackBerry (Service Books)
• Not available for iOS
1. On the System info tab, click Applications.
2. To retrieve data from the customer's device, click Request Application Information.
The customer may be prompted to accept or decline your request.
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All applications installed on the device are displayed.
How to Launch an Application for a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
Supported platforms:
• Android
1. On the System info tab, click Applications.
2. To launch an application on the customer's device, click Launch Application.
The application is running on the customer's device.
How to Uninstall an Application from a Mobile Device
The agent's Technician Group must have permission to view system information.
The session must be Active.
Supported platforms:
• Android
1. On the System info tab, click Applications.
2. To uninstall an application from the customer's device, click Uninstall Application.
The application is uninstalled from the customer's device.
How to View Recent Events from a Mobile Device - Logcat
View application, security, and system events.
The agent's Technician Group must have permission to view system information.
The session must be Active.
Supported platforms:
• Android
1. On the System info tab, click Logcat.
2. To view recent events on the customer's device, click Request Logcat.
Logcat opens. Recent application, security, and system events are shown in a tabbed interface, and can be sorted according to name, date, source, event, user and computer.
Supporting Android Devices
This section summarizes how Rescue+Mobile can be used to support Android devices.
Remember: The actual set of features available to a technician is set at the group level in the
Administrator Center.
What devices can be controlled?
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• Due to Android OS security restrictions, Remote Control is available only on Android 2.3+ devices from Samsung, HTC, Motorola, Huawei, Sony, Vertu, Kazam, LG, and some Lenovo and Positivo devices.
• Technicians are able to view the screen of any Android 5.0 or 6.0 device without taking control (known as Remote View).
Rescue+Mobile App for Android
The customer must have the Rescue+Mobile app for Android. The app can be downloaded from Google
Play or by following a link sent by the technician during connection.
Connection Methods
• SMS
• PIN Code
• Link and Messaging Tool
Tip: For detailed information concerning the process of starting a remote support session on
Android devices, see LogMeIn Rescue Step-by-Step Connection Guide .
Click2Fix Tab
The Click2Fix tab gives technicians a set of tools for analyzing and resolving the most commonly encountered issues faced by mobile customers.
The following widgets are available for Rescue sessions with Android devices:
Info and Alert Bar
Mobile Network
System
Web Shortcuts
Battery
Connections
Direct URL
Device View
QuickNav
Processes
Applications
View basic device info and highlighted issues or action items.
View mobile network information. Push predefined APN settings.
View basic information about the customer's device (System Version,
Baseband number, Build number, IMEI, etc.).
Push icons that give the customer access to web content from their home screen.
View battery details and push settings that help optimize battery utilization.
View and manage a device’s Bluetooth, GPS, and Wi-Fi connections.
Send customers predefined or custom URLs, which open in their default browser.
View a simulation of the customer’s device. With supported devices, technicians can also start a remote control session.
Jump to specific destination on the customer’s mobile device.
View processes and applications running on an Android device, and see how much memory they are using. Kill selected processes and running applications.
View and manage missing or unwanted (flagged) applications.
View configuration information about the email accounts configured in the default email app of the customer's device. Add new accounts.
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Customer Display Tab
Launch Remote Control
Session
Launch Display Viewing
Session
View and control the customer's device. Depending on permissions, the following features may also be available when controlling an
Android:
• Chat
• White Board
• Laser Pointer
• Screen Capture
• Screen Recording
View the customer's device. Depending on permissions, the following features may also be available when controlling an Android:
• White Board
• Laser Pointer
System Info Tab
Dashboard
Processes
Services
Applications
Logcat
The Dashboard tab provides access to the following information:
• System Information (OS, Baseband number, Build number, Device model, etc.)
• Memory Information
• Wireless and Network Information
• Battery and Power Consumption Information
• Storage Information
View and terminate processes running on the customer's device.
View services registered on the customer's device.
View all applications installed on the customer's device; launch and uninstall applications.
View recent events of the customer’s device.
File Manager tab
Transfer files between customer and technician.
History and Notes tab
Add/Edit Notes
History and Notes Capabilities
Take notes during a session and save them.
View the session log and any notes made during the active or past sessions with the current in-session device.
Supporting iOS Devices
This section summarizes how Rescue+Mobile can be used to support iOS devices (iPhone, iPad, iPod touch).
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Remember: The actual set of features available to a technician is set at the group level in the
Administrator Center.
Rescue+Mobile App for iOS
For a full-featured experience, the customer's device should be running the Rescue+Mobile app for iOS, which the customer must download from the App Store.
When the customer has the Rescue app for iOS, Rescue+Mobile technicians can push configuration settings and view system info. Otherwise, the session can be run in Safari using Instant Chat, which only allows the technician to push configuration settings.
Connection Methods
• SMS
• PIN Code
• Link and Messaging Tool
Tip: For detailed information concerning the process of starting a remote support session on iOS devices, see LogMeIn Rescue Step-by-Step Connection Guide .
Click2Fix Tab
The Click2Fix tab gives technicians a set of tools for analyzing and resolving the most commonly encountered issues faced by mobile customers.
The following widgets are available for Rescue sessions with an iOS device with the app:
Info and Alert Bar
Mobile Network
System
Web Shortcuts
Battery
Connections
Direct URL
Processes
View basic device info and highlighted issues or action items.
View mobile network information. Push predefined APN settings.
View basic information about the customer's device.
Push icons that give the customer access to web content from their home screen.
View battery details.
View a device’s Bluetooth, GPS, and Wi-Fi connections.
Send customers predefined or custom URLs, which open automatically.
View how much of the available memory is used by running processes and applications.
Add new email accounts to the default email app.
Customer Display Tab
Launch Remote Control
Session
View and control the customer's device. Depending on permissions, the following features may also be available when controlling an iOS:
• Chat
• White Board
• Laser Pointer
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Launch Display Viewing
Session
View the customer's device. Depending on permissions, the following features may also be available when viewing an iOS:
• White Board
• Laser Pointer
System Info Tab
Dashboard
Processes
The Dashboard tab provides access to the following information:
• System Information (OS, Device model, Device screen)
• Memory Information
• Wireless and Network Information
• Battery and Power Consumption Information
• Storage Information
• Process (Top 5 per CPU)
View processes running on the customer's device.
Device Configuration Tab
• Email settings
• Exchange ActiveSync settings
• Access Point settings
• Passcode settings
• Restrictions settings
• Web Clips settings
• Wi-Fi settings
History and Notes Capabilities
Add/Edit Notes
History and Notes Capabilities
Take notes during a session and save them.
View the session log and any notes made during the active or past sessions with the current in-session device.
Supporting BlackBerry Devices
Depending on permissions set in the Administrator Center, the following features are available when connected to a BlackBerry device:
• System Info tab
• History & Notes tab
• Device Configuration tab (email configuration)
• Hot Keys
• Chat
• Customer Terms of Service (Admin)
• Click2Fix tab
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How to Set BlackBerry Device Permissions
In some cases, the Mobile Applet will function only after your customer has granted appropriate
Application Permissions to the Applet. Ask your customer to follow these instructions.
Note: Some customers may not be able to modify settings due to a centrally administered
BlackBerry IT Policy.
1. Depending on the BlackBerry OS your device runs, do one of the following:
• On devices running OS5 or earlier, in the device options, click Applications. If you cannot find the Applications menu, click Advanced Options > Applications.
• On devices running OS6 or later, tap Option > Device > Application Management.
2. Highlight the LogMeIn Rescue application.
3. Press the Menu key and then select Edit Permissions.
4. Set the following permissions to Allow.
• Connections > Carrier Internet, Company Network, Wi-Fi
• Interactions > Interprocess Communication, Device Settings Modification, Module Management,
Keystroke Injection, Screen Capturing, Security Timer Reset
• User Data > Files, Key Store
Note: You may only see Connections, Interactions, and User Data as permissions.
Tip: If a customer experiences problems with permissions, he can access permission settings during the Applet download process by selecting Set application permissions before starting the download. Rescue generally sets all required permissions automatically, so this feature should only be used as part of your troubleshooting efforts.
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Wireless Applet Deployment to BlackBerry smartphones
For details, see the Knowledge Base article How do I configure LogMeIn Rescue+Mobile over BlackBerry
Enterprise Server (BES)?
How to Uninstall the Applet from a BlackBerry
Your customers can follow this procedure to uninstall the Mobile Applet from a BlackBerry device.
On devices running BlackBerry OS5 or earlier, do the following:
1. From the Home menu, open the Options screen.
2. Select > Advanced Options > Applications > LogMeIn Rescue > Delete > Delete Confirm
Note: You may have Advanced Options and Applications on the same level in the Options screen.
Reboot may be required.
On devices running BlackBerry OS6 or later, do the following:
1. On the Home screen, tap and hold LogMeIn Rescue .
2. Tap Delete.
About Advanced BlackBerry Connection Settings
Your BlackBerry customers can access advanced Connection Settings from the PIN Entry screen. This feature is useful for troubleshooting connection issues with BES, Wi-Fi, and APN (if there is an APN setting available in the network).
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For each type of connection, the following options can be set:
Disabled
The Applet will not try to use this connection
LogMeIn Rescue Technician Console User Guide
Enabled
Forced
The Applet will try to use this connection
The Applet tries to use this connection first (only one option at a time can be set to Forced)
For APN, the customer can enter service provider APN settings for the Direct TCP internet connection.
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Providing Support via Rescue Lens
Rescue Lens is LogMeIn's video-enabled support solution with integrated VoIP. With Rescue Lens, support technicians are able to use the camera of a customer's mobile device to provide a secure, live camera feed to the Technician Console, thus allowing them to see the actual situation the customer is facing and help them solve complex set-up, configuration or troubleshooting issues.
Restriction: Lens audio is not available for Technician Console for Mac.
Starting a Rescue Lens Session
Starting a Rescue Lens Session by PIN Code
Follow this procedure to connect to a customer using a PIN code.
Technician Starts the Session
Required permissions:
• The agent's Technician Group must have permission to start Rescue Lens sessions.
• The agent's Technician Group must have permission to start Private Sessions.
• The agent's Technician Group must have permission to use the PIN code connection method.
1. Log in to the Technician Console.
2. On the Session toolbar, click New Session.
The Create New Session window is displayed.
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3. Select Rescue Lens as session type.
4. Type the customer's name or identifier in the Name field.
This name is shown on the Active Session tab and Session List.
5. Select the PIN Code tab.
6. Click Create PIN Code.
A 6-digit PIN code is generated and displayed in the Create New Session window and in the Session
Log.
Restriction: A technician can handle only one active Lens session at a time.
Customer Launches the Rescue Lens App
Once you have a PIN, make sure the customer has the app. They will enter the PIN in the app.
1. Ask the customer to launch the Rescue Lens app, available on Google Play or the App Store.
The customer may see a tutorial. They can tap Skip or OK.
2. The customer is prompted to grant access to the device camera and microphone. Ask them to tap
OK.
3. Ask the customer to enter the PIN.
At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.
4. Ask the customer to accept the End-User License Agreement.
Technician Supports the Customer
The session appears in the Technician Console once the customer has launched the Rescue Lens app, entered a valid PIN, and accepted the End-User License Agreement.
Pick up the session by selecting it in the Session list and clicking Start.
The Rescue Lens support session starts; a live video feed is streamed from the camera of the customer's device to the technician. Lens audio enables the customer and technician to communicate via a VoIP connection.
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Restriction: Lens audio is not available for Technician Console for Mac.
Starting a Rescue Lens Session by SMS
Follow this procedure to connect to a customer using an SMS containing a PIN code.
Technician Starts the Session
Required permissions:
• The agent's Technician Group must have permission to start Rescue Lens sessions.
• The agent's Technician Group must have permission to start Private Sessions.
• The agent's Technician Group must have permission to use the SMS connection method.
1. Log in to the Technician Console.
2. On the Session toolbar, click New Session.
The Create New Session window is displayed.
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3. Select Rescue Lens as session type.
4. Type the customer's name or identifier in the Name field.
This name is shown on the Active Session tab and Session List.
5. Select the SMS tab.
6. Type the customer's phone number into the To: field.
The SMS containing the PIN code will be sent to this phone number.
7. Click Send SMS.
A 6-digit PIN code is generated and sent to the customer in an SMS. The code is also displayed in the Create New Session window.
Restriction: A technician can handle only one active Lens session at a time.
Customer Launches the Rescue Lens App
1. Ask the customer to opens the SMS message, and click the link to launch the Rescue Lens app.
Note: If the Rescue Lens app is not already installed on the customer's device, they are redirected to Google Play or the App Store to install the app first.
Note: The download procedure may vary depending on the customer's operating system.
The customer may see a tutorial. They can tap Skip or OK.
2. The customer is prompted to grant access to the device camera and microphone. Ask them to tap
OK.
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At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.
3. Ask the customer to accept the End-User License Agreement.
Technician Supports the Customer
The session appears in the Technician Console once the customer has launched the Rescue Lens app, and accepted the End-User License Agreement.
Pick up the session by selecting it in the Session list and clicking Start.
The Rescue Lens support session starts; a live video feed is streamed from the camera of the customer's device to the technician. Lens audio enables the customer and technician to communicate via a VoIP connection.
Restriction: Lens audio is not available for Technician Console for Mac.
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Starting a Rescue Lens Session by Email
Follow this procedure to connect to a customer using an Email containing a PIN code.
Technician Starts the Session
Required permissions:
• The agent's Technician Group must have permission to start Rescue Lens sessions.
• The agent's Technician Group must have permission to start Private Sessions.
• The agent's Technician Group must have permission to use the Email connection method.
1. Log in to the Technician Console.
2. On the Session toolbar, click New Session.
The Create New Session window is displayed.
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3. Select Rescue Lens as session type.
4. Type the customer's name or identifier in the Name field.
This name is shown on the Active Session tab and Session List.
5. Select the Email tab.
6. Choose how you want to send the email to the customer:
• To use your own email client and account, choose Send email via my default email client on
this computer.
• To allow Rescue to send the email, choose Send email on my behalf via the LogMeIn Rescue
servers and enter a valid email address in the To field.
7. Click Email Link.
A 6-digit PIN code is generated and sent to the customer in an Email.
Restriction: A technician can handle only one active Lens session at a time.
Customer Launches the Rescue Lens App
1. Ask the customer to opens the Email, and click the link to launch the Rescue Lens app.
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Note: If the Rescue Lens app is not already installed on the customer's device, they are redirected to Google Play or the App Store to install the app first.
Note: The download procedure may vary depending on the customer's operating system.
LogMeIn Rescue Technician Console User Guide
The customer may see a tutorial. They can tap Skip or OK.
2. The customer is prompted to grant access to the device camera and microphone. Ask them to tap
OK.
At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.
3. Ask the customer to accept the End-User License Agreement.
Technician Supports the Customer
The session appears in the Technician Console once the customer has launched the Rescue Lens app, and accepted the End-User License Agreement.
Pick up the session by selecting it in the Session list and clicking Start.
The Rescue Lens support session starts; a live video feed is streamed from the camera of the customer's device to the technician. Lens audio enables the customer and technician to communicate via a VoIP connection.
Restriction: Lens audio is not available for Technician Console for Mac.
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Starting a Rescue Lens Session by Link and Messaging Tool
Follow this procedure to connect to a customer using an Email containing a PIN code.
Technician Starts the Session
Required permissions:
• The agent's Technician Group must have permission to start Rescue Lens sessions.
• The agent's Technician Group must have permission to start Private Sessions.
• The agent's Technician Group must have permission to use the Link connection method.
1. Log in to the Technician Console.
2. On the Session toolbar, click New Session.
The Create New Session window is displayed.
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3. Select Rescue Lens as session type.
4. Type the customer's name or identifier in the Name field.
This name is shown on the Active Session tab and Session List.
5. Select the Link tab.
6. Click Copy link to clipboard.
A session-specific link containing the PIN code is copied to your clipboard. The link is also displayed in the Create New Session window.
7. Paste the link into your messaging tool and send it to your customer.
Restriction: A technician can handle only one active Lens session at a time.
Customer Launches the Rescue Lens App
1. Ask the customer to open the message and click the link or paste it into their browser to launch the
Rescue Lens app.
Note: If the Rescue Lens app is not already installed on the customer's device, they are redirected to Google Play or the App Store to install the app first.
The customer may see a tutorial. They can tap Skip or OK.
2. The customer is prompted to grant access to the device camera and microphone. Ask them to tap
OK.
At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.
3. Ask the customer to accept the End-User License Agreement.
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Technician Supports the Customer
The session appears in the Technician Console once the customer has launched the Rescue Lens app, and accepted the End-User License Agreement.
Pick up the session by selecting it in the Session list and clicking Start.
The Rescue Lens support session starts; a live video feed is streamed from the camera of the customer's device to the technician. Lens audio enables the customer and technician to communicate via a VoIP connection.
Restriction: Lens audio is not available for Technician Console for Mac.
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Managing a Rescue Lens Session
What Can the Technician Do?
During a Rescue Lens session, the technician can perform the following actions:
Remember: The actual set of features available to a technician is set at the group level in the
Administration Center.
End session
Hold session
Transfer session
When the technician places a session on hold, the camera stream is paused on the customer's side and the session goes to On Hold status in the Technician
Console.
You can transfer a Rescue Lens session only to another technician who has permission to use Rescue Lens.
Mute/Unmute microphone and speaker
For Lens sessions using audio, the technician can mute/unmute the audio connection at any time during the session.
Restriction: Lens audio is not available for Technician Console for Mac.
Chat
Whiteboard
The technician can chat with the customer and send predefined URLs.
Draw on the streamed image to highlight particular areas or objects. For example, you can highlight a part that needs to be removed or a switch that needs attention.
Multi-object tracking ensures that whiteboard annotations stay attached to the drawn-upon image. For example, if the customer moves their camera away from a circled part, the circle stays "attached" to the part and moves with it, thus ensuring that the correct part remains highlighted.
To start drawing on the streamed image, click Whiteboard On.
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To clear the streamed image from drawings, click Erase Drawings.
Whiteboard functionality is not supported on iPhone 4 devices.
Freeze
Freeze the camera stream for both technician and customer. This allows you to draw on a stable background to better communicate to the customer.
Screen recording
Technicians can make a recording of all on-screen activity during a Rescue Lens session by clicking the Screen Recording icon on the Rescue Lens toolbar.
The agent's Technician Group must have permission to record sessions.
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Screen capture
Rescue Lens session recordings are always saved to .mkv format and should be played back using VLC media player .
Technicians can create screen captures during a Rescue Lens session.
Configure View
Settings
Technicians can select from the following options to specify zoom settings of the video stream:
• Actual Size
LogMeIn Rescue Technician Console User Guide
• Fit Window
• Stretch to Window
• Specify custom zoom % value
Note: Rescue Lens utilizes HD video streaming with adaptive video quality to automatically adjust video stream quality based on the available bandwidth. Technicians cannot manually set video quality.
Restriction: Technician Collaboration is not available for Rescue Lens sessions.
Important: To support mobile devices using advanced Rescue+Mobile support tools (remote control, diagnostic and troubleshooting tools, etc.), the technician must have an active
Rescue+Mobile add-on license.
What Can the Customer Do?
During a Rescue Lens session, the customer can perform the following actions.
Figure 5: Lens as experienced by the customer
Chat
Disconnect
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The customer can chat with the technician. The customer can extend and minimize the chat dialogue on the screen of the mobile device by swiping up or down.
The customer can Disconnect at any time during the session.
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Pause streaming
The customer can Pause streaming at any time during the session.
When the customer taps Pause streaming, only the camera stream is stopped, the support session stays Active in the Technician Console.
The camera stream is also paused when the Rescue Lens goes to the background.
Mute/Unmute audio
For Lens sessions using audio, the customer can mute their microphone.
Important: The Lens audio connection is automatically muted in case of an incoming call to the customer's device.
Turn on flashlight
When working in a dark environment, the customer can tap this button to activate their device's flashlight.
Restriction: On Android devices, flashlight is only available during an active camera stream.
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Appendix - Session statuses in the Rescue Technician
Console
The following table describes the possible statuses that are displayed in the Status column of the session queue in the Rescue Technician Console.
Status
Active
Description Previous status
Session is picked up either by a technician, or automatically by the
Technician Console (if it was an incoming private session).
• Waiting
• Incoming
• Outgoing
• On Hold
Next status
• Closed
• Closed by technician
• Incoming
• Outgoing
• Timed out
• Closed by waiting customer
• Aborted
• Rebooting
• On Hold
• Reconnecting
• Offline
• Collaborating
Closed (by active customer)
The customer closed the session.
• Active
• On Hold
• Incoming
• Outgoing
Closed by technician none
Removed from
TC queue (after closed by technician)
• The technician clicked Close
session on the already closed session.
• The technician closed a timed out session after the Admin-defined idle timeout was exceeded (as defined in Administration Center
> Technician Group > Settings
tab > Time-outs)
• The technician closed an active session
• Active
• Closed
• Timed out
Closed by waiting customer
The technician did not pick up the session and the customer closed the session.
Collaborating The technician invited another technician to collaborate in the session and the invited technician already accepted the invitation.
• Waiting
• Active
• On Hold
• Rebooting none
• Active
• Closed
• On Hold
• Rebooting
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Status
Connecting
Incoming
Invitation
Offline
On Hold
Outgoing
Rebooting
Description Previous status Next status
• Removed from TC queue
(after timeout)
Waiting The applet starts downloading after a PIN code is generated or the customer initiates a session on a channel.
PIN code generated or channel connection is initiated
Session has been transferred but not yet picked up by the intended recipient. This is the status that the intended recipient can see.
• Waiting
• Active
• On Hold
•
•
• Active
Timed out
Closed by waiting customer
• Closed
• Reconnecting
• Rebooting
The technician was invited to collaborate in a session but has not yet accepted the invitation.
none
• Collaborating
• Removed from TC queue
Rebooting or reconnecting fails for more than five minutes. Even if reconnecting fails and the session goes to Offline status, the
Technician Console tries to reconnect to the customer's computer.
• Rebooting • Waiting
• Reconnecting • Incoming or Outgoing if the session was in Incoming or
Outgoing status before the customer's device tried to reboot or reconnect
• On Hold if it was in On Hold status
• Active
• Timed out
• Closed
• Closed by technician
The session was put on hold.
• Active
• Incoming
• Outgoing
• Active
• Timed out
• Closed
• Reconnecting • Outgoing
• Rebooting
• Offline
• Collaborating
•
•
•
Rebooting
Reconnecting
Collaborating
Technician A has transferred a session, but it has not yet been picked up by Technician B.
The technician reboots the customer's device.
•
See Incoming status.
See Incoming status.
• Active
Incoming
• Outgoing
• On Hold
• Waiting
• Incoming or Outgoing if the session was in Incoming or
Outgoing status
LogMeIn Rescue Technician Console User Guide
Status
Reconnecting
Timed out
Waiting
Description Previous status Next status
• On Hold if the session was in On Hold status
• Closed
• Closed by technician
• Active
• Collaborating
There is a network connection problem on either the customer's or the technician's side.
• Active
• Incoming
• Outgoing
• On Hold
• Waiting
•
• Waiting
Incoming or Outgoing if the session was in Incoming or
Outgoing status
• On Hold if the session was in On Hold status
• Active
• Timed out
• Closed
• Offline
The session timed out either because the Admin-defined timeout was exceeded or due to system timeout (after two weeks).
• Active
• Waiting
• Incoming
• Outgoing
• Closed by technician if the
Admin-defined timeout exceeded
• none if there is a system timeout
The customer downloaded and started the applet, and then connected to the Rescue gateway.
Connecting
• Active
• Incoming
• Outgoing
• Timed out
• Closed by waiting customer
• Reconnecting
• Rebooting
Session status changes in the Rescue Technician Console
The following table describes how a session can get from a certain status to another one.
Start status
Connecting
Connecting
End status How to get there
Waiting Customer downloads and starts the Applet.
Removed from TC queue
1. Technician creates a PIN code but does not run the Applet or accepts the T&C. Tip: You can define the T&C in Administration Center >
Technician Group > Settings tab > Customer
Applet.
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Start status
Waiting
Waiting
Waiting
Waiting
Waiting
Active
Active
Active
End status How to get there
2. Technician lets the connecting session time out
(for example, after one minute, or as defined in
Administration Center > Technician Group >
Settings tab > Time-outs).
Active
1. Technician creates a PIN code and shares that with the customer by any connection method.
2. Customer downloads the Applet.
3. Technician starts a session in the Technician
Console.
Outgoing Technician transfers the session from Technician
Console session queue.
Removed from TC queue
1. Customer downloads the Applet.
2. Technician lets the connecting session time out
(as defined in Administration Center > Technician
Group > Settings tab > Time-outs).
Reconnecting
Rebooting
1. Customer downloads the Applet.
2. LAN gets disabled on customer's side.
Session will be in Reconnecting status in one minute.
Technician initiates a reboot on the customer's computer while the session is in Waiting status in the
Technician Console queue.
Closed
1. Customer downloads the Applet.
2. Technician starts a session in the Technician
Console.
3. The Applet is closed on the customer side.
Timed Out
1. Admin sets Active session idle timeout in the
Administration Center. (For example, to one minute.)
2. Customer downloads the Applet.
3. Technician starts a session in the Technician
Console.
Technician Console should not be in focus until Active session idle timeout is reached. Certain processes will prevent time out, including the following: an open remote control, screen sharing, or file manager session; a pending file transfer; an open save dialog; or a pending Calling Card deployment.
Removed from TC queue Technician closes an active session by clicking End
session.
LogMeIn Rescue Technician Console User Guide
Start status
Active
Active
Active
Active
Active
On Hold
On Hold
On Hold
On Hold
End status
Rebooting
Reconnecting
Collaborating
On Hold
Outgoing
Active
Outgoing
Rebooting
Collaborating
On Hold
On Hold
Reconnecting
Closed
Reconnecting
Active
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How to get there
Technician initiates a reboot from Technician Console or asks the customer to reboot his computer.
Technician disables LAN connection on the
Customer's side or Customer's computer loses network connection.
1. Technician A invites Technician B to a session to collaborate.
2. Technician A gives lead status to Technician B.
3. Technician B gives lead status back to Technician
A.
In this case, the status of Technician B changes from
Active to Collaborating.
Technician clicks Hold session on an active session.
Technician clicks Transfer session on an active session.
1. Technician places the session on hold.
2. Technician clicks Start session.
1. Technician places the session on hold.
2. Technician clicks Transfer session.
1. Technician places the session on hold.
2. Customer reboots his computer.
1. Technician accepts a collaboration invitation by clicking Start session.
2. Technician places the collaboration session on hold by clicking Hold session.
3. Technician clicks Start session to start the session again.
1. Technician places the session on hold.
2. Customer closes the Applet.
1. Technician places the session on hold.
2. LAN gets disabled on customer's side.
1. Technician initiates a session.
2. Technician clicks Start session to start it.
3. LAN gets disabled on customer's side.
4. LAN is enabled.
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Start status
Reconnecting
Reconnecting
Reconnecting
Reconnecting
Reconnecting
Reconnecting
Offline
Offline
Offline
Offline
End status
On Hold
How to get there
1. Technician places the session on hold.
2. LAN gets disabled on customer's side.
3. LAN is enabled.
Timed Out
Removed from TC queue
1. LAN gets disabled on customer's side.
2. Technician clicks End session.
Waiting
1. Admin sets Active session idle timeout in the
Administration Center. (For example, to one minute.)
2. LAN gets disabled on customer's side.
3. Active session idle timeout expires.
1. Customer downloads the Applet but the
Technician does not start the session.
2. LAN gets disabled on customer's side.
3. LAN is enabled.
Incoming
1. Technician transfers a session.
2. LAN gets disabled on customer's side.
3. LAN is enabled.
Offline
1. LAN gets disabled on customer's side.
2. Technician waits more than five minutes.
Active
1. LAN gets disabled on customer's side.
2. Technician waits more than five minutes.
3. LAN is enabled.
Timed Out
1. Admin sets active session timeout to at least eight minutes in the Administration Center.
2. LAN gets disabled on customer's side.
Removed from TC queue Technician selects a session in Offline status and clicks End session.
On Hold
1. Technician places the session on hold.
2. LAN gets disabled on customer's side.
3. Technician waits more than five minutes.
4. LAN is enabled.
LogMeIn Rescue Technician Console User Guide
Start status
Offline
Incoming
Incoming
Incoming
Incoming
Incoming
Outgoing
Outgoing
Outgoing
Outgoing
Outgoing
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End status
Waiting
How to get there
1. Customer downloads and starts the Applet but the Technician does not start it in the Technician
Console.
2. LAN gets disabled on customer's side.
3. Technician waits more than five minutes.
4. LAN is enabled.
Outgoing
1. Technician starts a session in the Technician
Console.
2. Technician clicks Transfer session and selects a technician group or channel.
Reconnecting
1. Technician transfers a session.
2. LAN gets disabled on customer's side.
Rebooting
1. Technician transfers a session.
2. Customer's computer is rebooted.
Removed from TC queue
1. Technician transfers a session.
2. Close the Applet or pick up the outgoing session in the original Technician Console.
Active
Active
Technician picks up an incoming session.
1. Technician A transfers a session to Technician B.
2. Technician A clicks Start session on the Outgoing session.
In this case, the session is removed from the TC queue of Technician B, who did not pick up the incoming session.
Incoming
1. Technician A transfers a session to Technician B.
2. Technician B transfers the incoming session back to Technician A.
Rebooting
1. Technician transfers a session.
2. Technician reboots the customer's computer.
Closed
1. Technician transfers a session.
2. Customer closes the Applet.
Removed from TC queue
1. Technician A transfers a session to Technician B.
2. Technician B picks up the session.
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Start status
Invitation
Invitation
Collaborating
Collaborating
Collaborating
Collaborating
Collaborating
Collaborating
End status How to get there
In this case, the session is removed from the TC queue of Technician A.
Collaborating
1. Technician starts a session in the Technician
Console.
2. Technician clicks Invite technician.
3. The invited technician click Start session.
Removed from TC queue
1. Technician starts a session in the Technician
Console.
2. Technician clicks Invite technician.
3. Technician clicks Remove technician.
Rebooting
Removed from TC queue
(Timed Out)
1. Admin sets Active session idle timeout in the
Administration Center. (For example, to one minute.)
2. Technician removes focus from the Technician
Console while collaborating.
Closed
1. Technician starts a session in the Technician
Console.
2. Technician A invites Technician B to a session to collaborate.
3. Technician B accepts the invitation.
4. Technician B reboots the customer's computer from the Technician Console or from the customer's side.
1. Technician starts a session in the Technician
Console.
2. Technician A invites Technician B to a session to collaborate.
3. Technician A close the session as the lead technician or the Customer closes the session.
On Hold Technician clicks Hold session while collaborating.
Removed from TC queue
1. Technician A invites Technician B to a session to collaborate.
2. Technician A clicks Remove technician to remove
Technician B.
In this case, the session is removed from the TC queue of Technician B.
Active
1. Technician A invites Technician B to a session to collaborate.
LogMeIn Rescue Technician Console User Guide
Start status
Rebooting
Rebooting
Rebooting
Rebooting
Rebooting
Rebooting
Rebooting
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End status
Active
Closed
How to get there
2. Technician A hands-off lead status to Technician
B.
3. Technician B accepts the lead status by clicking the Accept lead status blinking green button above his chatlog.
Either the Technician or the customer reboots the customer's computer.
1. Technician A invites Technician B to a session to collaborate.
2. One of the Technicians reboots the customer's computer.
3. Technician with the lead closes the session during reboot.
Removed from TC queue
1. Technician A invites Technician B to a session to collaborate.
2. Technician A (with the lead) reboots the customer's computer.
3. Technician A removes the collaborating Technician
B during reboot.
Outgoing
1. Technician initiates a session.
2. Technician clicks Transfer session.
3. Technician reboots the customer's computer after the session acquires Outgoing status.
On Hold
1. Technician starts a session in the Technician
Console.
2. Technician places the session on hold.
3. Reboot the customer's computer from the Applet side.
Incoming
1. Technician starts a session in the Technician
Console.
2. Technician clicks Transfer session.
3. Customer reboots the his computer.
Collaborating
1. Technician A starts a session.
2. Technician A clicks Invite technician.
3. Technician B accepts the invitation.
4. Technician B reboots the customer's computer.
After reboot, Technician B's status changes from
Rebooting to Collaborating.
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Start status
Rebooting
Closed
Timed Out
Timed Out
End status
Waiting
How to get there
1. Technician initiates a session but does not start it.
2. Customer restarts his computer.
Removed from TC queue
1. Technician starts a session in the Technician
Console.
2. Customer closes the session.
3. Technician clicks End session in the Technician
Console.
Timed Out
1. Admin sets Active session idle timeout in the
Administration Center. (For example, to one minute.)
2. Technician initiates a session.
3. Technician move focus from the Technician
Console so that the session times out.
4. Technician leaves the Timed Out session in the
Technician Console queue and wait at least three minutes.
The session remains in Timed Out status and does not disappear from the queue.
Removed from TC queue
1. Admin sets Active session idle timeout in the
Administration Center. (For example, to one minute.)
2. Technician initiates a session.
3. Technician moves focus from the Technician
Console so that the session times out.
4. Technician clicks End session.
Session status changes during technician monitoring
The following table describes how a session changes its status while a technician is monitoring another technician.
Start status
Connecting
End status
Waiting
Action to take
1. Technician A clicks Monitoring technician and selects Technician B.
2. Technician A clicks OK.
The session is only in Waiting status for a brief moment.
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Start status
Waiting
Active
Active
Closed
End status
Active
Action to take
1. Technician A clicks Monitoring technician and selects Technician B.
2. Technician A clicks OK.
Closed
1. Technician A clicks Monitoring technician and selects Technician B.
2. Technician A clicks OK.
3. Technician B logs out or closes his Technician
Console.
Removed from TC queue
1. Technician A clicks Monitoring technician and selects Technician B.
2. Technician A clicks OK.
3. Technician A clicks End session.
Removed from TC queue Technician A clicks End session while monitoring
Technician B.
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Legal Notice
PUBLISHED BY
LogMeIn, Inc.
320 Summer Street Suite 100
Boston, MA 02210
All rights reserved. No part of the contents of this document may be reproduced or transmitted in any form or by any means without the written permission of the publisher.
AppGuru
™
, LogMeIn Backup
®
, BoldChat
®
, LogMeIn
®
Central
™
, Cubby
™
, LogMeIn Hamachi
®
, join.me
®
,
LogMeIn Pro
®
, LogMeIn Rescue
®
or LogMeIn
®
Rescue+Mobile
™
, and Xively
™
, along with their related software, including the Network Console
™
, and the other denoted terms in this publication are the trademarks and service marks of LogMeIn, Inc., and may be registered in the U.S. Patent and Trademark
Office and in other countries. All other trademarks and registered trademarks are property of their respective owners.
This publication may contain the trademarks and service marks of third parties and such trademarks and service marks are the property of their respective owners. These marks may be registered and/or used in the U.S. and other countries around the world. These third party marks include, but are not limited to, Blackberry, Windows, Apple, iPhone, iPod Touch, iTunes App Store and related trademarks, names and logos. These third party marks are the property of Research In Motion Limited, Microsoft
Corporation, and Apple, Inc., respectively, and are registered and/or used in the U.S. and other countries around the world.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS AND SERVICES IN THIS
MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND
RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED
WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY
FOR THEIR APPLICATION OF ANY PRODUCTS AND SERVICES. THE LICENSE AND LIMITED WARRANTY
FOR THE ACCOMPANYING PRODUCT AND SERVICES ARE SET FORTH IN THE LOGMEIN TERMS AND
CONDITIONS AND ARE INCORPORATED HEREIN BY THIS REFERENCE.
110 LogMeIn Rescue Technician Console User Guide
Index
A
Administration Center
attach remote control window 45
automatically start sessions 12
B
connection settings 82 uninstall the applet 82 wireless deployment 82
C
Calling Card
chat
clipboard synchronization 47, 48
collaborating with other technicians 37
invite external technician 38 invite internal technician 38
color
color codes and warnings for sessions 15
quality during remote control 46
Technician Console interface 11
confirmations
when closing the Technician Console 12 when ending a session 12
connect to customers 26, 60, 62
connecting
copy and paste between computers 47, 48
copying files from one computer to another 51
customizing
custom field contents 15 session list columns 15
D
detach remote control window 45
display size during remote control 46
E
email connection method
F
File Manager
open files for editing 52 select files 52
files
copying 51 moving 51 replicating 51 synchronizing 51
G
H
I
installation
Instant Chat
launch the Applet from Instant Chat 35
Index
L
languages
customer-side settings 7 set Technician Console language 7
M
magnify screen during remote control 46
managing a Rescue Lens session 95
messaging tool connection method
mobile
mobile add-on
monitoring technicians
moving files from one computer to another 51
Multi-object tracking 95 mute 95
N
network computers
P
about technician permissions 10
PIN code connection method
predefined replies 21 predefined replies and URLs 21
Q
queue
112
R
remote controll
Rescue Applet
S
screen capture
screen sharing
security
sending a file to a customer 22
session
sharing your screen with customers
SMS connection method
Start a Rescue Lens Session 84, 86, 89, 92
drivers 53 interactive user 53 processes 53
T
Technician Console 84, 86, 89, 92
LogMeIn Rescue Technician Console User Guide
U
unattended access
W
warnings
color codes and warnings for sessions 15
Index
113
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Key features
Remote control
Chat
File transfer
System diagnostics
Collaboration
Rescue Lens
Frequently asked questions
The browser-based version of the Technician Console will use the language that is active on the Rescue Login page, Administration Center, or My Account page when you launch the Technician Console. The desktop app will use the language selected at the time of installation. To change the active language used by the browser-based console, exit the Technician Console, change the active language on the Login page or My Account page and re-launch the Technician Console in your browser. To change the language used by the desktop app, uninstall, and reinstall the desktop app. Be sure to choose the desired language during installation.
The language used by the Technician Console for Collaborators is determined as follows: If the external technician is invited via link, the Collaborator version of the Technician Console will use the same language as the inviting technician. If the external technician is invited via PIN code, then the collaborating technician is able to select from available languages on the PIN code entry page (for example, LogMeIn123.com). Available languages are the same as for the regular Technician Console.
The Technician Console can be set up to change its color, set sound alerts, set session-end and log-off prompts, set Rescue to automatically start sessions, and enable spell check. See the “Setting up the Technician Console” section for more details.
The Technician Console allows you to manage sessions, view session history and notes, take notes during a session, and monitor technicians. See the “Managing Sessions” section for more details.
You can connect to PCs and Macs via link and messaging tool, PIN code, or email. See the “Connecting to PCs and Macs” section for more details.
