LogMeIn Rescue+Mobile for Android

LogMeIn Rescue+Mobile for Android

Contents How to Connect to an Android Device...3 How to Start a Code Session on an Android Device...4 How to Chat with the Customer...5 How to Manage Files on a Customer's Device...6 How to Change the Wi-Fi and APN settings on a Customer's Device...7 How to View System Information...9 System Information Dashboard...9 System Information Processes...9 System Information Services...9 System Information Applications...9 System Information Logcat...10 How to View Session History (Log and Notes)...11 How to Take Notes During a Session...12 ii LogMeIn Rescue+Mobile for Android

How to Connect to an Android Device Before you try to connect to an Android device, make sure that these requirements are met. Technician requirement Rescue+Mobile add-on license The technician must have a valid Rescue+Mobile add-on license that is enabled in the Administration Center on the Organization tab. Customer requirement Rescue+Mobile Android app The customer must have the Rescue Mobile applet installed on the Android device. Download option 1: Directly from Google Play Download option 2: Via a link to Google Play Download option 3: Via SMS Go to Google Play, and search for Rescue+Mobile for Android. These links, when opened on an Android device, will take the device user to Google Play. oty.com rescuemobile.com You can send the customer a link to the app in Google Play directly by SMS. For other deployment options, please contact rescueandroid@logmein.com. In a nutshell 1. Make sure the above requirements are met. 2. Launch the Technician Console and connect to an Android device. 3. Once connected, here's what you can do: Chat Manage files View system information Change Wi-Fi and APN settings View session history Take Notes Copyright 2014 LogMeIn, Inc. 3

How to Start a Code Session on an Android Device Follow this procedure to connect to a customer using a PIN code. Note: Your Technician Group must have permission to start Private Sessions. 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 start the LogMeIn Rescue applet on his Android device. 6. The customer enters the PIN and taps OK. Once the Applet is started, the customer status will change from Connecting to Waiting. The customer will see his status as Waiting for technician. Tip: If the customer reports the following error message, then you must confirm that your Mobile add-on license is valid and enabled in the Admin Center: The technician is not configured to support this type of device. 7. Click Close to close the Create New Session window. 8. Pick up the session by selecting it in the Session list and clicking Start. 9. Customer Status will change to Active. The customer will see his status as You are chatting with Technician. You can now use the Technician Console to deliver remote support. 4 LogMeIn Rescue+Mobile for Android

How to Chat with the Customer 1. Type your message into the Chat Panel on the left side of the screen. The technician's name is displayed in red, the customer's name appears in blue. 2. The customer types his text and presses Done to send you a message. 3. You can send a predefined URL or reply to the customer. Click the respective button next to the text input box. The Push URL button allows you to send a predefined URL to the customer. The website automatically opens on the customer's device. The Predefined Replies button allows you to choose from a list of frequently used messages, FTP sites, and URLs. Website addresses do not open if you send them as predefined replies. For more information on these features, see the LogMeIn Rescue Technician Console User Guide. Note: You cannot send files to an Android device from the Chat Panel. Copyright 2014 LogMeIn, Inc. 5

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. Note: Your Technician Group must have permission to launch File Manager and the session must be Active. 1. On the Technician Console File Manager tab, click Launch File Manager Session. The customer is prompted to accept or decline your request to control his device. 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. Note: You can move and delete files with the File Manager from the Android device's SD card, but not from its memory. From the device's memory, you can only copy files to your local drive. 6 LogMeIn Rescue+Mobile for Android

How to Change the Wi-Fi and APN settings on a Customer's Device Use the Device Configuration tab to change the connection method on a customer's device. 1. On the Technician Console Device Configuration tab, select one of the tabs: To check the wireless network settings of the device, click the Wi-Fi tab To check the carrier's mobile internet settings (for example AT&T or T-Mobile), click the APN tab 2. Click Request Settings to view the settings on the customer's device. Important: Wi-Fi must be enabled to request or push settings. The settings are displayed. 3. Change the settings as necessary. Wi-Fi tab Wi-Fi enabled Network selector Network name Encryption type Password Frequency Configured This is selected when Wi-Fi is enabled on the device. Lists the available wireless networks. Select a network from the list to see its details. The name of the wireless network. The type of encryption the wireless network uses. The password to connect to the wireless network. Frequency of the wireless network in Mhz. This is selected when network settings are pushed to the customer's device. APN tab Mobile Country Code Mobile Network Code Name APN Name Proxy Port Username / Password Server MMSC The mobile country code of the carrier's network. The mobile network code of the of the carrier's network. The public name of the carrier's mobile internet, MMS, or WAP network. Editable. The short name of the carrier's network. Editable. The IP address of the carrier's proxy server that the customer's device connects to. The port that the customer's device uses to communicate with the proxy server. The username and password to access the carrier's proxy server. The IP address of the carrier's WAP server. The URL of the carrier's MMS server. Copyright 2014 LogMeIn, Inc. 7

MMS proxy Type The IP address and port of the carrier's MMS server. The type of the carrier's network. Generally internet, mms, or default. 4. Click Push Settings to save the settings to the customer's device. 8 LogMeIn Rescue+Mobile for Android

How to View System Information From the System Info tab you can examine various aspects of the customer's device, but cannot make any changes. System Information Dashboard System Info > Dashboard 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 Memory Information Wireless and Network Information Battery and Power Consumption Information Storage Gives details of the customer's Operating System, device model, and screen size. Gives details of the used and available memory of the device. Displays the customer's subscriber information. Provides information about the status of the battery, such as remaining power, or temperature. Gives the amount of used and free space on each disk drive on the customer's device. System Information Processes System Info > Processes gives information about running processes. During an active session, click Request Process Information to retrieve data from the customer's device. System Information Services System Info > Services gives information about registered services. During an active session, click Request Services Information to retrieve data from the customer's device. System Information Applications System Info > Applications gives information about installed programs. During an active session, click Request Application Information to retrieve data from the customer's device. Copyright 2014 LogMeIn, Inc. 9

System Information Logcat System Info > Logcat offers an 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 Logcat to retrieve data from the customer's device. 10 LogMeIn Rescue+Mobile for Android

How to View Session History (Log and Notes) Use the History tab to view the session log and any notes made during past sessions with the current in-session device. 1. During an Active session, click the History & Notes tab. The History tab has two sub-tabs: History and Add/Edit Notes. On the History sub-tab, a list of past sessions with the current in-session device is displayed. 2. Click View in the Logfile column to view the session log. 3. Click View in the Notes column to view notes made during a session. 4. Click Back on the History sub-tab to return to the list. Copyright 2014 LogMeIn, Inc. 11

How to Take Notes During a Session You can take notes during a session and save the notes along with the session log in the session history. 1. During an Active session, click the History & Notes tab. The History tab has two sub-tabs: History and Add/Edit Notes. 2. Click the Add/Edit Notes tab. 3. Type your note on the Add/Edit Notes tab. 4. Click Save to save your note. Any technician will be able to view the note on the History tab during the next session with the same device. 12 LogMeIn Rescue+Mobile for Android