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LogMeIn Rescue

New Features Guide


Table of Contents
Unattended Access ................................................................................................................................................3
What is Unattended Access?.................................................................................................................................3
How Does Unattended Access Work?....................................................................................................................3
How Does a Technician Manage Unattended Computers?................................................................................6
How Does a Customer Manage Unattended Access? ........................................................................................7
Managing Unattended Access in the Administration Center .................................................................................8
How to Enable the Unattended Access Feature for a Technician Group ............................................................8
How to Set the Authentication Method for Unattended Access .........................................................................8
How to Assign, Group, and Delete Unattended Computers...............................................................................9
iPhone Configuration via Instant Chat .................................................................................................................. 10
How to Connect to an iPhone or iPod touch......................................................................................................... 11
How to Push Configuration Settings to an iPhone or iPod touch ..........................................................................12
“Dark” and “Light” Color Schemes for the Technician Console ...............................................................................13
Administrative Enhancements...............................................................................................................................14
Save Changes to Subgroups ................................................................................................................................14
Disable Wallpaper for all Remote Control Sessions..............................................................................................14
Report Enhancements .........................................................................................................................................14
New Screen Recording Options ...........................................................................................................................14
Custom Terms and Conditions .............................................................................................................................15
New Permission: Hold Sessions...........................................................................................................................15
Context-sensitive Help........................................................................................................................................ 16
Account Security Enhancement .......................................................................................................................... 16
Integration Enhancement .....................................................................................................................................17
Export Session Data at Session Start....................................................................................................................17
Rescue+Mobile Enhancements ............................................................................................................................ 18
Session Initiation via Email ................................................................................................................................ 18
BlackBerry Enhancements.................................................................................................................................. 18
Auto-start Applet via SMS .................................................................................................................................. 18
Other Instant Chat Enhancements ........................................................................................................................ 19
New Supported Platforms................................................................................................................................... 19
Custom Localization for Self-Hosted Instant Chat................................................................................................20
Add Inline HTML to Language Nodes..................................................................................................................20
Customize Self-Hosted Instant Chat Using JavaScript ...........................................................................................21

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Unattended Access
What is 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 Does Unattended Access Work?


1 The technician requests access.
a During an active session, the technician clicks the Unattended Access tab.

Important: Unattended access requests cannot be sent during the following session
types: Instant Chat in Chat-only mode, Rescue+Mobile, Mac.

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b Depending on the authentication settings made in the Administration Center, the
technician may be given the choice between the following options:
i Require valid administrator credentials at the start of every unattended session.
ii Use credentials entered by the customer during unattended setup
c The technician sets the duration of unattended access as specific or indefinite. When
setting a specific duration, the technician can set the number of days or a specific date
range, including a specific daily time range.
Important: The duration of unattended access is limited to two weeks when technicians
authenticate using customer credentials.
d The technician clicks Request Unattended Access to submit the request to the customer.
2 The customer approves 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.

The customer sees this message.

Tip: Remind the customer that the PC must be powered on and not in sleep mode for the
technician to be able to launch an unattended session.

The session can be ended.

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3 Later, the technician starts an unattended session.
a During the specified time (or at any time if the permission is indefinite), the technician
clicks the Unattended Access icon and selects a computer from the list of accessible
unattended computers.

Remember: The customer’s PC must be powered on and not in sleep mode for the
technician to be able to launch an unattended session.
b The technician either logs in automatically using customer credentials or authenticates
to the unattended computer using Administrator credentials, as discussed above.

c Each unattended session begins like any other Rescue session:


 All tabs are available (according to Technician Group permissions)
 Remote Control is available, but not active; the technician must click Launch Remote
Control Session to control the remote desktop
Important: The desktop being controlled remains active during remote control. Anyone
present at the customer computer will be able to interact with the computer.
d At session end, the computer returns to its pre-session status (that is, if it was locked, it
will lock).

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How Does a Technician Manage Unattended Computers?
 To view a list of accessible computers, a technician
clicks the Unattended Access icon on the Session
toolbar

 Type in the Filter box to locate a computer by name.

 Use the Show box to filter computers by status.

 Delete is inactive when other technicians can access the selected


computer.

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How Does a Customer Manage Unattended Access?
The customer can click the Rescue icon in the
system tray to revoke unattended access…

…or to view a history of unattended sessions.

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Managing Unattended Access in the Administration Center
Administrators use the Administration Center to enable the unattended access feature and to set
how technicians will authenticate when accessing an unattended computer.

How to Enable the Unattended Access Feature for a Technician Group


4 On the Organization Tree, select the Technician Group you want to work with.
5 Select the Organization tab.

6 Under Permissions, select Unattended access.


7 Save your changes.

How to Set the Authentication Method for Unattended Access


You must decide how technicians will authenticate when accessing an unattended computer.
 Option 1. Allow the technician to use credentials entered by the customer during
unattended setup.
 Option 2. Force the technician to enter valid administrator credentials at the start of
every unattended session.
Where is the setting made?
1 On the Organization Tree, select the Technician Group you want to work with.
2 Select the Settings tab.
3 Under Unattended Access, set the Technician enters administrator credentials at start of
every session option:
a Clear Technician enters administrator credentials at start of every session to allow
technicians to authenticate to an unattended computer using a customer’s credentials.
This is the default setting.
Important: The duration of unattended access is limited to two weeks when technicians
authenticate using customer credentials.
b Select Technician enters administrator credentials at start of every session to force the
technician to enter valid administrator credentials at the start of every unattended
session.
4 Save your changes.

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How to Assign, Group, and Delete Unattended Computers
Rescue Administrators use the Administration Center to manage computers on which
unattended access has been enabled.

 A computer is added to your Rescue organization each time


a customer grants unattended access rights to a technician.

Note: Each computer is named according to the value entered in the Name field for the
session during which unattended access was enabled.

 Unattended computers can be grouped.


Right-click on a Technician Group and select
Create Computer Group.
Drag computers to the group or use the
Computers tab to make assignments.

 Use the Computers tab to manage the unattended computers that are accessible to an
organizational unit. For example, select the Technicians root on the Organization Tree and
then the Computers tab to list all unattended computers in your organization.
 Use Copy... to assign the selected computers to an additional Technician Group or Computer
Group while maintaining any current assignments.
 Use Move... to assign the selected computers to a different Technician Group or Computer
Group.
 Newly added computers are highlighted with a star.

Tip: Use drag-and-drop to assign individual


computers to Technician Groups, Computer
Groups, or technicians.

Tip: Right-click an item to delete an individual assignment.

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iPhone Configuration via Instant Chat
Rescue+Mobile technicians can push an XML file containing email configuration settings to an
iPhone or iPod touch (OS 2.0+) during an Instant Chat session in Chat-only mode.
Currently the following settings can be pushed:
 Email (Account setup)
 Exchange ActiveSync(Account setup)

Standard Instant Chat Sample customized self-hosted Instant Chat

Tip: For more about Instant Chat, see the Instant Chat Feature Guide.

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How to Connect to an iPhone or iPod touch
Remember: You must have a valid Rescue+Mobile subscription to use this feature.
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.
3 Choose a connection option:
 Use the Email tab to send an email to an iPhone or iPod touch using your own email
client or the Rescue server
 Use the SMS tab to connect to an iPhone via SMS text message
 Use the PIN Code tab to generate a 6-digit PIN code that the iPhone or iPod touch user
enters at www.LogMeIn123.com, http://oty.com, or http://rescuemobile.com
4 Depending on the chosen connection method, the customer clicks the SMS or email link, or
enters the PIN code. Rescue automatically detects the iPhone platform and launches Instant
Chat. Customer status changes from Connecting to Waiting.
5 To pick up the session, select it in the Session list and click Start. Status changes to Active.
6 You can now use the Technician Console to chat with the customer and to push
configuration settings.

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How to Push Configuration Settings to an iPhone or iPod touch
1 Connect to the customer’s iPhone via email, SMS, or PIN code.
Device Configuration will be the only tab available in the Technician Console.
2 On the Device Configuration tab, select either the Email or Exchange ActiveSync tab.
3 Edit the settings as required. Red fields are mandatory.
Tip: Enter a valid email address and click Retrieve domain-specific settings to pull settings
from the Wireless Distribution System (WDS), if available.
Note: For detailed documentation on iPhone settings, consult Apple documentation, such as
the iPhone OS Enterprise Deployment Guide.
4 Click Push Settings. The customer receives a message stating that you would like to
configure settings on his device.
5 Ask the customer to tap the Allow Configuration link in Instant Chat. The customer is
prompted to install a Profile.

6 Ask the customer to tap Install when prompted to install


the profile.
The session will enter Reconnecting status in the
Technician Console until the installation is complete and
Safari (with Instant Chat) is active.
Tip: Set up a predefined reply to help coach your
customer through the Profile installation process.
For example:
Be prepared to tap Install Now when shown the message
“The authenticity of [the settings file] cannot be verified”.
You will also need to enter a description for your email
account and confirm your email password.

The session ends when the customer exits Instant Chat (that is, when Instant Chat is no longer
running in Safari), when the customer refreshes the browser window, or when the technician
ends the session in the Technician Console.

Tip: To remove a profile, instruct your customer to go to


Settings > General > Profiles and tap Remove for the
appropriate profile.

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“Dark” and “Light” Color Schemes for the
Technician Console
Go to Options > Color Scheme to choose between the default dark color scheme and the light
option.
All functionality is the same for both color schemes.

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Administrative Enhancements
Save Changes to Subgroups
On the Admin Center Settings
tab, click Save changes to
subgroups to apply settings to
the selected branch and all of its
subgroups.

Disable Wallpaper for all Remote Control Sessions


By default, technicians have the ability to disable customer wallpaper and visual effects during
remote control using a checkbox on the Customer Desktop tab in the Technician Console. With
this release, Administrators can force wallpaper to be disabled for all sessions by opening the
Administration Center and selecting Settings > Technician Console > Disable wallpaper and
visual effects.

Report Enhancements
Failed Session report: A Failed session is any session successfully submitted by the customer,
but which never proceeds from Connecting to Waiting status. A session enters Connecting status
when the customer begins downloading the Applet.
Idle Time: The Login report will have a new column called Idle Time. Idle Time is defined as the
time when a technician is logged in to the Technician Console but has no sessions. Idle Time
ends as soon as any session enters any status in the Technician Console.

New Screen Recording Options


Rescue now supports AVI formats Microsoft RLE (MRLE) and Microsoft Video 1 (MSVC), as well as
the LogMeIn proprietary LogMeIn Video Encoder (RASC).
Each AVI option offers similar file size, with some variations in color and smoothness.
Experiment to find the best choice to meet your needs. The LogMeIn encoder (RASC) is designed
to offer the highest overall quality, but requires the LogMeIn codec for playback. Anyone viewing
your recordings must have the appropriate codec for the chosen AVI type.
Where is this feature? Select a Technician Group in the Administration Center and go to Settings
> Screen Recording.

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Custom Terms and Conditions
Show customers a customized Terms and Conditions after they have downloaded the Applet, but
before the technician can begin to provide service (while the session is in Connecting status).
In the Administration Center, go to Settings > Customer Applet > Terms and Conditions to
implement this feature.

 There is no character limit to the Terms and Conditions field


 Plain text only; no formatting
 Select Force scrolling to bottom to force customers to scroll through the entire Terms and
Conditions before the Accept button on the Applet will be activated
How does it work? A session remains in Connecting status while the customer is reading the
Terms and Conditions. Once the customer accepts the Terms and Conditions, the Applet chat
window will appear and the connection to the technician will be made. The session appears as
Waiting in the technician's queue. If the customer declines the Terms and Conditions, the Applet
closes and is deleted immediately.
Tip: To give customers enough time to read the Terms and Conditions, increase the time
allowed before a connecting session will time out (Settings > Time-outs > Connecting
sessions will time out...).

New Permission: Hold Sessions


Control whether members of a Technician Group can place sessions on hold.

1 On the Organization Tree, select the Technician Group you want to work with.
2 Select the Organization tab.

3 Under Permissions,
select Hold sessions.
4 Save your changes.

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Context-sensitive Help
In the Administration
Center, hold your mouse
over any question mark
to view information
directly from the User
Guide.

Account Security Enhancement


Log in to your LogMeIn Rescue account and go to My Account > Notifications to set Rescue to
notify you by email when selected events occur.
 Successful login attempt
 Unsuccessful login attempt
 Contact information modified
 Billing information modified
 Password changed
 New administrator added
 Administrator information changed
 New technician added
 Technician information change

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Integration Enhancement
Export Session Data at Session Start
Facilitate CRM integration by posting session data to a URL at the beginning of a session (when
the session enters Active status).
In the Administration Center, select a Technician Group and go to Settings > Exporting session
data.

The structure of the data is the same as with the end-of-session post, though some values
remain empty during the start-of-session post. The target URL differs.
Empty values during the start-of-session post:
<chatlog></chatlog>
<notes></notes>
<waitingtime></waitingtime>
<pickuptime></pickuptime>
<closingtime></closingtime>
<worktime></worktime>
<lastactiontime></lastactiontime>
<transmitted></transmitted>

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Rescue+Mobile Enhancements
Session Initiation via Email
Now technicians can send an email to
mobile customers containing a link
that the customer clicks to activate the
session.
Example:
Click the link below to download and run
LogMeIn Rescue+Mobile.
http://RescueMobile.com/123456
PIN code:123456
Best Regards,
Support Team

BlackBerry Enhancements
Additional information types are available on the System Information tab in the Technician
Console during a session with a supported BlackBerry device:
 Processes
 Applications
 Service Book

Auto-start Applet via SMS


Select Auto-start Applet via
SMS to prevent the
Rescue+Mobile Applet from
being downloaded if it has
already been installed on a
customer's Windows Mobile
device.

Administration Center > Settings > Mobile Applet

An SMS listener will detect the incoming PIN Code and prompt the customer to accept the SMS
and launch the Applet.

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Other Instant Chat Enhancements
In addition to iPhone Configuration, we have made a number of improvements to the Instant
Chat feature.

New Supported Platforms


We have optimized Instant Chat (in Chat-only mode) for new platforms, including iPhone OS and
Palm® webOStm on Palm® Pretm. For details, see "Supported Platforms” in the Instant Chat
Feature Guide.

Sample iPhone Instant Chat Sample Palm® Pretm Instant Chat

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Custom Localization for Self-
Hosted Instant Chat
We have added tools to help you further
customize the user interface of self-hosted
Instant Chat. By default, LogMeIn provides
the Instant Chat client in 23 languages.
You can now add additional languages,
remove languages, or otherwise customize
the text and messages used during Instant
Chat.
See "How to Customize Instant Chat
Language Files” in the Instant Chat Feature
Guide.

Add Inline HTML to


Language Nodes
You can add HTML to any Instant Chat
language node. For example, you can
format text, insert an image, insert a Flash
object, or more.

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Customize Self-Hosted Instant Chat Using JavaScript
Enhance your Instant Chat implementation by adding JavaScript tricks for self-hosted Instant
Chat. For example, collect data from the Instant Chat engine, create new custom user interface
elements, or animate the Instant Chat user interface.
For details, see "How to Customize Self-Hosted Instant Chat Using JavaScript” in the Instant Chat
Feature Guide.

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