LogMeIn Rescue. Step-by-Step Connection Guide
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- Derek Peters
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1 LogMeIn Rescue Step-by-Step Connection Guide
2 Contents About this Guide...3 Starting a PIN Code Session: Windows + Internet Explorer...4 Starting a PIN Code Session: Windows + Firefox...6 Starting an Session on a Windows PC...9 Starting a PIN Code Session: Mac OS X 10.7 or earlier and Safari...11 Starting a PIN Code Session: Mac OS X 10.8 or above and Safari...13 Starting an Session on a Mac...15 Starting a PIN Code Session on an Android Device...17 Starting a PIN Code Session on an ios Device...22 Starting a Session on an ios Device Using Smart Banner...28 Starting a PIN Code Session on a BlackBerry...33 Starting a Text/SMS Session on a BlackBerry...37 Setting BlackBerry Application Permissions: An Example...40 Starting a Text/SMS Session on an Android Device...42 Starting an Session on an Android Device...45 Starting a Rescue Lens Session on an Android Device...49 Starting a Rescue Lens Session on an ios Device...54 ii LogMeIn Rescue Step-by-Step Connection Guide
3 About this Guide This guide helps customers through the process of starting a remote support session on common devices, both desktop and mobile. "You" in this document refers to the customer receiving remote support. While this guide speaks directly to the customer, Rescue technicians can also use this guide to learn more about the customer experience. Copyright 2016 LogMeIn, Inc. 3
4 Starting a PIN Code Session: Windows + Internet Explorer LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Follow these instructions to download and start the LogMeIn Rescue Applet. Important: The applet is a small program that must be running on your computer for the technician to be able to help you. The applet is automatically removed from your PC or Mac at session end. Note: Actual screens and procedures may vary slightly depending on your operating system and LogMeIn Rescue settings on the technician's side. 1. Go to The Support Connection page is displayed. 2. The technician tells you a 6-digit code. 3. Type the code in the box labeled Enter your 6-digit code. 4. Click Start Download. You are asked to download the Support-LogMeInRescue.exe applet. 5. Click Run to download the applet. The applet download should take about 15 to 30 seconds. 6. Click Run to execute the applet. 7. Once the applet is running, wait for the technician to activate your session. 4 LogMeIn Rescue Step-by-Step Connection Guide
5 8. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) 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 Copyright 2016 LogMeIn, Inc. 5
6 Starting a PIN Code Session: Windows + Firefox LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Follow these instructions to download and start the LogMeIn Rescue Applet. Important: The applet is a small program that must be running on your computer for the technician to be able to help you. The applet is automatically removed from your PC or Mac at session end. Note: Actual screens and procedures may vary slightly depending on your operating system and LogMeIn Rescue settings on the technician's side. 1. Go to The Support Connection page is displayed. 2. The technician tells you a 6-digit code. 3. Type the code in the box labeled Enter your 6-digit code. 4. Click Start Download. You are asked to download the Support-LogMeInRescue.exe applet. 5. Click Save File to download the applet. 6 LogMeIn Rescue Step-by-Step Connection Guide
7 6. In the Downloads box, double-click Support-LogMeInRescue.exe. 7. Click OK if prompted to Open Executable File. You are asked Do you want to run this file? 8. Click Run to execute the applet. 9. Once the applet is running, wait for the technician to activate your session. Copyright 2016 LogMeIn, Inc. 7
8 10. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) 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 8 LogMeIn Rescue Step-by-Step Connection Guide
9 Starting an Session on a Windows PC LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Important: The applet is a small program that must be running on your computer for the technician to be able to help you. The applet is automatically removed from your PC at session end. Note: Actual screens and procedures may vary slightly depending on your operating system and LogMeIn Rescue settings on the technician's side. 1. You receive an from the technician. 2. Click the link that you have received in the . The Applet Download page opens. Download of the Support-LogMeInRescue.exe applet begins. 3. Execute the applet. Tip: If you use a Mozilla Firefox browser, open the Downloads Library (Ctrl + J), then double-click Support-LogMeInRescue.exe. Copyright 2016 LogMeIn, Inc. 9
10 4. Once the applet is running, wait for the technician to activate your session. 5. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) 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 10 LogMeIn Rescue Step-by-Step Connection Guide
11 Starting a PIN Code Session: Mac OS X 10.7 or earlier and Safari LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between you and your technician is SSL-encrypted. Note: The instructions below only apply to users running Mac OS X 10.7 (Lion) or earlier. Follow these instructions to download and start the LogMeIn Rescue Applet. Important: The applet is a small program that must be running on your computer for the technician to be able to help you. The applet is automatically removed from your Mac at session end. Note: Actual screens and procedures may vary slightly depending on your operating system and LogMeIn Rescue settings on the technician's side. 1. Go to The Support Connection page is displayed. 2. The technician tells you a 6-digit code. 3. Type the code in the box labelled Enter your 6-digit code. 4. Click Start Download. The applet installer is downloaded. 5. Open the Installer and click Continue to download the applet. Copyright 2016 LogMeIn, Inc. 11
12 6. Once the applet is running, wait for the technician to activate your session. 7. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) 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 at the bottom of the window End a session by clicking the small X in the upper-left corner 12 LogMeIn Rescue Step-by-Step Connection Guide
13 Starting a PIN Code Session: Mac OS X 10.8 or above and Safari LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between you and your technician is SSL-encrypted. Note: The instructions below only apply to users running Mac OS X 10.8 (Mountain Lion). Follow these instructions to download and start the LogMeIn Rescue Applet. Important: The applet is a small program that must be running on your computer for the technician to be able to help you. The applet is automatically removed from your Mac at session end. Note: Actual screens and procedures may vary slightly depending on your operating system and LogMeIn Rescue settings on the technician's side. 1. Go to The Support Connection page is displayed. 2. The technician tells you a 6-digit code. 3. Type the code in the box labelled Enter your 6-digit code. 4. Click Start Download. The applet installer is downloaded. 5. Click Downloads on your Dock and run the Rescue applet. 6. Click Open to confirm that you want to run the applet. Copyright 2016 LogMeIn, Inc. 13
14 7. Once the applet is running, wait for the technician to activate your session. 8. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) 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 at the bottom of the window End a session by clicking the small X in the upper-left corner 14 LogMeIn Rescue Step-by-Step Connection Guide
15 Starting an Session on a Mac LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between you and your technician is SSL-encrypted. Follow these instructions to download and start the LogMeIn Rescue Applet. Important: The applet is a small program that must be running on your computer for the technician to be able to help you. The applet is automatically removed from your Mac at session end. Note: Actual screens and procedures may vary slightly depending on your operating system and LogMeIn Rescue settings on the technician's side. 1. You receive an from the technician. 2. Click the link that you have received in the . The Applet Download page opens. The applet installer is downloaded. 3. Click Downloads on your Dock and run the Rescue applet. 4. Click Open to confirm that you want to run the applet. Copyright 2016 LogMeIn, Inc. 15
16 5. Once the applet is running, wait for the technician to activate your session. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) 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 at the bottom of the window End a session by clicking the small X in the upper-left corner 16 LogMeIn Rescue Step-by-Step Connection Guide
17 Starting a PIN Code Session on an Android Device LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Prerequisite: You must have LogMeIn Rescue + Mobile for Android from Google Play to use this tool. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. Download the Rescue + Mobile for Android app. Tip: If the app is already installed on your device, tap LogMeIn Rescue on your Home page or app tray. To continue, go to Step 2 on page 18. a) In Google Play, search for LogMeIn Rescue + Mobile for Android. b) Tap Install. Copyright 2016 LogMeIn, Inc. 17
18 The App permissions screen is displayed. c) Tap Accept. Installation of the app starts. d) When the app has been installed, tap OPEN. LogMeIn Rescue + Mobile for Android opens. 2. You may see a notification screen. 18 LogMeIn Rescue Step-by-Step Connection Guide
19 Tap Continue. Note: For certain devices it is also necessary to download an add-on application from Google Play. If you see the following notification, tap Continue and then Install. Tip: To avoid having to repeat this step in the future, select hide this message in future. 3. The technician gives you a 6-digit PIN code. 4. Type the code in the box labeled Enter six-digit PIN code and tap OK. Copyright 2016 LogMeIn, Inc. 19
20 5. Accept the End-User License Agreement by tapping Accept. Note: This notification does not appear for consecutive runs. 6. Once the applet is running, wait for the technician to activate your session. 20 LogMeIn Rescue Step-by-Step Connection Guide
21 7. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) Allow or deny the technician the right to perform certain actions Send individual files to a technician End a session by tapping Exit, or selecting Menu > Disconnect Copyright 2016 LogMeIn, Inc. 21
22 Starting a PIN Code Session on an ios Device LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Prerequisite: You must have LogMeIn Rescue + Mobile for ios from the App Store to use this tool. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. Download the LogMeIn Rescue + Mobile for ios mobile app. Tip: If the app is already installed on your device, tap LogMeIn Rescue on your Home page or app tray. To continue, go to Step 2 on page 24. a) Go to App Store, and search for the LogMeIn Rescue + Mobile for ios app. 22 LogMeIn Rescue Step-by-Step Connection Guide
23 b) Tap the download button. Download begins. c) When the download finishes, tap OPEN. Copyright 2016 LogMeIn, Inc. 23
24 2. You may see a notification screen. Tap Continue. Tip: To avoid having to repeat this step in the future, slide hide this message in future to OFF. 24 LogMeIn Rescue Step-by-Step Connection Guide
25 3. The technician gives you a 6-digit PIN code. 4. Type the code in the box labeled Enter six-digit PIN code and tap OK. 5. Accept the End-User License Agreement by tapping Accept. Copyright 2016 LogMeIn, Inc. 25
26 Note: This notification does not appear for consecutive runs. 6. Once the applet is running, wait for the technician to activate your session. 7. You may be asked to give the technician permission to perform certain actions. 26 LogMeIn Rescue Step-by-Step Connection Guide
27 Click Accept to grant permission, or Deny to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) Allow or deny the technician the right to perform certain actions End a session by tapping Exit in the top right corner of the screen, and then selecting Disconnect. Copyright 2016 LogMeIn, Inc. 27
28 Starting a Session on an ios Device Using Smart Banner LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Prerequisite: You must have LogMeIn Rescue + Mobile for ios from the App Store to use this tool. Prerequisite: The Smart Banner feature is available only for ios 6 and above. When you open the link the technician sent you in an or SMS, a so called Smart Banner appears. If you already have the Rescue App, you can start a session from this banner entering directly into a chat with a support technician. For customers who do not yet have the Rescue App, the banner offers the option to install it, and then easily start the session. Should the Smart Banner feature not work for a device (for example, due to an unsupported ios version), the ios landing page ensures that communication between the customer and the technician is still possible. In this case you can do either of the following: Click App Store to go to the App Store and download the Rescue + Mobile ios app. 28 LogMeIn Rescue Step-by-Step Connection Guide
29 Click Chat to initiate a Safari-based chat-only session with the technician. Tip: If you experience problems with receiving the SMS or from the technician, you can go to This will allow you to download the Rescue + Mobile for ios app. Once you have downloaded the app, please see Starting a PIN Code Session on an ios Device on page 22 for further instructions. Follow these instructions to start a Rescue + Mobile session using the Smart Banner. 1. You receive an SMS or an from the technician. 2. Tap the link you have received in the SMS or . The ios landing page with the Smart Banner is displayed. 3. If the ios app is already installed on your device, tap Open, and follow instructions from Step 7 on page On the Smart Banner, tap View. Copyright 2016 LogMeIn, Inc. 29
30 The LogMeIn Rescue + Mobile for ios opens in the App Store. 5. In the App Store, tap the download button. When download finishes, the Smart Banner is displayed again. 6. Tap Open. 7. You may see a notification screen. Tap Continue. 30 LogMeIn Rescue Step-by-Step Connection Guide
31 Tip: To avoid having to repeat this step in the future, slide Hide this message in future to OFF. 8. If prompted, accept the End-User License Agreement by tapping Accept. Note: This notification does not appear for consecutive runs. 9. Once the applet is running, wait for the technician to activate your session. Copyright 2016 LogMeIn, Inc. 31
32 10. You may be asked to give the technician permission to perform certain actions. Click Accept to grant permission, or Deny to deny. 32 LogMeIn Rescue Step-by-Step Connection Guide
33 Starting a PIN Code Session on a BlackBerry LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Follow these instructions to download and start the LogMeIn Rescue Applet. Important: The applet is a small program that must be running on your device for the technician to be able to help you. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. Download the mobile applet. Tip: If the app is already installed on your device, go to Step 2 on page 35. a) Go to b) Click Download. The download process starts. Copyright 2016 LogMeIn, Inc. 33
34 c) The first time you run the applet, you see a notification about application permissions. Click Yes to grant LogMeIn Rescue Trusted Application status. For more information about changing the application permissions later on, see Setting BlackBerry Application Permissions: An Example on page 40. d) For a brief period, you may see a notification when the download process is finished. Click OK, or wait for the Mobile Applet to continue. 34 LogMeIn Rescue Step-by-Step Connection Guide
35 2. The technician gives you a 6-digit PIN code. 3. Type the code in the box labeled Enter six-digit PIN code and tap OK. 4. Once the applet is running, wait for the technician to activate your session. Copyright 2016 LogMeIn, Inc. 35
36 5. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) Allow or deny the technician the right to perform certain actions Send individual files to a technician End a session by pressing the Menu key and selecting Exit or Disconnect 36 LogMeIn Rescue Step-by-Step Connection Guide
37 Starting a Text/SMS Session on a BlackBerry LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Follow these instructions to download and start the LogMeIn Rescue Applet. Important: The applet is a small program that must be running on your device for the technician to be able to help you. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. Click the link that you received in a text/sms. The download process starts. Copyright 2016 LogMeIn, Inc. 37
38 2. For a brief period, you may see a notification when downloading the applet is finished. Click OK, or wait for the Mobile Applet to continue. 3. Click Yes to grant LogMeIn Rescue Trusted Application status. 38 LogMeIn Rescue Step-by-Step Connection Guide
39 For more information about changing the application permissions later on, see Setting BlackBerry Application Permissions: An Example on page Once the applet is running, wait for the technician to activate your session. 5. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) Allow or deny the technician the right to perform certain actions Send individual files to a technician End a session by pressing the Menu key and selecting Exit or Disconnect Copyright 2016 LogMeIn, Inc. 39
40 Setting BlackBerry Application Permissions: An Example You can grant or deny permissions to the technician who helps you. This example shows you how to allow the technician to make screen captures of your mobile device. 1. Go to the Options > Applications or Options > Advanced Options > Applications BlackBerry menu, depending on your device model. 2. Select LogMeIn Rescue. 3. Press the Menu key and select Edit Permissions. 4. Expand the Interactions section and select Screen Capturing. 40 LogMeIn Rescue Step-by-Step Connection Guide
41 5. Press the trackball to set the permission to Allow. 6. Press the Menu key and select Save. You can either start the Mobile Applet from the website or, if the applet is already installed, start it as any other application. Copyright 2016 LogMeIn, Inc. 41
42 Starting a Text/SMS Session on an Android Device LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Prerequisite: You must have LogMeIn Rescue + Mobile for Android from Google Play to use this tool. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. You receive a text/sms message from the technician. Note: In some cases, the text/sms automatically launches the mobile app. If so, go to Step 4 on page Tap the link that you have received in the text/sms. Rescue + Mobile for Android opens in Google Play. Note: If you do not have LogMeIn Rescue+Mobile for Android installed on your device, you must first complete the installation steps in Google Play to be able to continue starting a Rescue session. For step-by-step instructions on how to install the app, see Starting a PIN Code Session on an Android Device on page In Google Play, tap OPEN 42 LogMeIn Rescue Step-by-Step Connection Guide
43 Tip: Your mobile device may offer the option to open the Rescue + Mobile for Android app directly from your device. 4. You may see a notification screen. Tap Continue. Tip: To avoid having to repeat this step in the future, select hide this message in future. 5. Enter the 6-digit PIN code you received in the text/sms in the box labeled Enter six-digit PIN code, and tap OK. Copyright 2016 LogMeIn, Inc. 43
44 6. Once the applet is running, wait for the technician to activate your session. 7. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) Allow or deny the technician the right to perform certain actions Send individual files to a technician End a session by tapping Exit, or selecting Menu > Disconnect 44 LogMeIn Rescue Step-by-Step Connection Guide
45 Starting an Session on an Android Device LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Prerequisite: You must have LogMeIn Rescue + Mobile for Android from Google Play to use this tool. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. You receive an message from the technician. Tip: The subject of the is Connection link. 2. Tap the link that you have received in the . Rescue + Mobile for Android opens in Google Play. Note: If you do not have LogMeIn Rescue+Mobile for Android installed on your device, you must first complete the installation steps in Google Play to be able to continue starting a Rescue session. For step-by-step instructions on how to install the app, see Starting a PIN Code Session on an Android Device on page In Google Play, tap OPEN Copyright 2016 LogMeIn, Inc. 45
46 Tip: Your mobile device may offer the option to open the Rescue + Mobile for Android app directly from your device. 4. You may see a notification screen. Tap Continue. Tip: To avoid having to repeat this step in the future, select hide this message in future. 46 LogMeIn Rescue Step-by-Step Connection Guide
47 5. Enter the 6-digit PIN code you received in the in the box labeled Enter six-digit PIN code, and tap OK. 6. Once the applet is running, wait for the technician to activate your session. 7. You may be asked to give the technician permission to perform certain actions. Click Yes to grant permissions, or No to deny. What can you do during a Rescue session? Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Chat with the technician(s) Allow or deny the technician the right to perform certain actions Send individual files to a technician Copyright 2016 LogMeIn, Inc. 47
48 End a session by tapping Exit, or selecting Menu > Disconnect 48 LogMeIn Rescue Step-by-Step Connection Guide
49 Starting a Rescue Lens Session on an Android Device LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support. Rescue Lens is LogMeIn Rescue's video-enabled support solution. 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 LogMeIn Rescue 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. Rescue Lens is safe and secure. All communication between the customer and the technician is SSL-encrypted. Prerequisite: You must have Rescue Lens for Android from Google Play to use this tool. Prerequisite: Rescue Lens is available only for Android 4.1 and above. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. Download the Rescue Lens for Android mobile app. Tip: If the app is already installed on your device, tap Rescue Lens on your Home page or app tray. To continue, go to Step 2 on page 49. a) Go to Google Play and search for the Rescue Lens for Android app. b) Tap the Install button. The App permissions screen is displayed. c) Tap Accept. Installation of the app starts. d) When the app has been installed, tap OPEN. 2. You may see a tutorial. Tip: To read the tutorial, swipe left/right. Copyright 2016 LogMeIn, Inc. 49
50 Tap Skip or OK. 3. To grant the app access to the device camera, tap OK. 4. The technician gives you a 6-digit PIN code. 5. Type the code in the field labeled Enter your six-digit PIN code and tap Connect. 50 LogMeIn Rescue Step-by-Step Connection Guide
51 Important: The camera image is already displayed on the mobile device. However, it is not yet streamed to the technician. 6. Accept the End-User License Agreement by tapping Accept. 7. Once the applet is running, wait for the technician to activate your session. Note: The exact way of starting the session depends on settings on the technician's side. When the session is activated, the moving image captured by the device's camera is streamed to the technician. What can the participants do during a Rescue Lens session? Copyright 2016 LogMeIn, Inc. 51
52 Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Using the Menu button, you can Pause streaming or Disconnect at any time during the session. Tip: When you want to resume streaming, tap the notification bar on the top of the screen. Note: The camera stream is also paused when the Lens app goes to the background. When you return to the app, streaming automatically resumes. The technician can use the Whiteboard feature to draw on the camera image appearing on the screen of the customer mobile device to highlight particular areas or objects. For example, the technician can highlight a part that needs to be removed or a plug/switch that needs attention. 52 LogMeIn Rescue Step-by-Step Connection Guide
53 Whatever the technician draws on the screen stays attached to the object that appeared behind the drawing at the time of annotation. When you move the mobile device, the annotation will move on the screen together with the object to which it is related. For example, if the technician uses the Whiteboard to highlight a specific switch on a device, the highlight will stay with that particular switch when its relative position on the screen changes. You can communicate with the technician via chat. You can extend, minimize, and close the chat dialogue on the screen of the mobile device by swiping up or down. Copyright 2016 LogMeIn, Inc. 53
54 Starting a Rescue Lens Session on an ios Device LogMeIn Rescue is a tool that technicians use to access remote computers and mobile devices. While this guide speaks directly to the customer, Rescue technicians can use this section to understand the end-user experience during a remote support session. 'You' in this document refers to the customer receiving remote support. Rescue Lens is LogMeIn Rescue's video-enabled support solution. 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 LogMeIn Rescue 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. Rescue Lens is safe and secure. All communication between the customer and the technician is SSL-encrypted. Prerequisite: You must have Rescue Lens for ios from the App Store to use this tool. Prerequisite: Rescue Lens is available only for ios 7 and above. Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side. 1. Download the Rescue Lens for ios mobile app. Tip: If the app is already installed on your device, tap Rescue Lens on your Home page or app tray. To continue, go to Step 2 on page 54. a) Go to App Store, and search for the Rescue Lens for ios app. b) Tap the download button. Download begins. c) When the download finishes, tap OPEN. 2. You may see a tutorial. Tip: To read the tutorial swipe left/right. 54 LogMeIn Rescue Step-by-Step Connection Guide
55 Tap Skip or OK. 3. To grant the app access to the device camera, tap OK. 4. The technician gives you a 6-digit PIN code. 5. Type the code in the field labeled Enter your six-digit PIN code and tap Connect. Copyright 2016 LogMeIn, Inc. 55
56 Important: The camera image is already displayed on the mobile device. However, it is not yet streamed to the technician. 6. Accept the End-User License Agreement by tapping Accept. 7. Once the applet is running, wait for the technician to activate your session. Note: The exact way of starting the session depends on settings on the technician's side. When the session is activated, the moving image captured by the device's camera is streamed to the technician. What can the participants do during a Rescue Lens session? 56 LogMeIn Rescue Step-by-Step Connection Guide
57 Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side. Using the Menu button, you can Pause streaming or Disconnect at any time during the session. Note: The camera stream is also paused when the Lens app goes to the background. When you return to the app, streaming automatically resumes. The technician can use the Whiteboard feature to draw on the camera image appearing on the screen of the customer mobile device to highlight particular areas or objects. For example, the technician can highlight a part that needs to be removed or a plug/switch that needs attention. Whatever the technician draws on the screen stays attached to the object that appeared behind the drawing at the time of annotation. When you move the mobile device, the annotation will move on the Copyright 2016 LogMeIn, Inc. 57
58 screen together with the object to which it is related. For example, if the technician uses the Whiteboard to highlight a specific switch on a device, the highlight will stay with that particular switch when its relative position on the screen changes. You can communicate with the technician via chat. You can extend and minimize the chat dialogue on the screen of the mobile device by swiping up or down. 58 LogMeIn Rescue Step-by-Step Connection Guide
59 Index A Android device 45 code session 17 Text/SMS session 42 B BlackBerry code session 33 setting application permissions 40 Text/SMS session 37 C code session Android device 17 BlackBerry ios device 22 Mac OS X 10.8 and Safari 13 Mac OS X 10.8 or earlier and Safari 11 Windows 9 Windows and Firefox 6 code session (continued) Windows and Internet Explorer 4 E session Mac 15 I ios device code session 22 S setting application permissions BlackBerry 40 T Text/SMS session Android device 42 BlackBerry 37
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