Using the LogMeIn Rescue Technician Console for Remote Support

Issue

How to initiate and manage a remote support session using the LogMeIn Rescue Technician Console.

Environment

  • Support agents using LogMeIn Rescue Technician Console
  • End users on Windows or macOS
  • Access to duq.edu/remote or logmein123.com

Resolution

  1. Launch the Technician Console
    Open the LogMeIn Rescue Technician Console on your support workstation.

  2. Initiate a New Session

    • Click New Session.
    • Click Create PIN Code.
  3. Direct the Customer

    • Ask the customer to visit duq.edu/remote or logmein123.com.
    • Provide them with the PIN code.
    • Instruct them to click Start Download and open the downloaded file.

      If the customer has trouble locating the file, suggest pressing CMD/CTRL + J to open their downloads folder.

  4. Start the Session

    • Once the green Play button is active, click it.
    • Click Launch Remote Control Session.
  5. Handle Admin Credential Prompts

    • If the customer’s device requests administrative credentials:
      • Choose Run as System Service.
      • Use Multipass credentials when prompted.
  6. Guide the Customer Through Prompts

    • Windows: Customer must allow the app to make changes.
    • macOS: Customer must follow the on-screen instructions to allow Screen Recording and Accessibility permissions.
  7. End the Session

    • Click the red X next to the play button or quit the program.
    • Inform the customer that the session has ended and they may delete any downloaded files related to the session.