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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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