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
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Launch the Technician Console
Open the LogMeIn Rescue Technician Console on your support workstation.
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Initiate a New Session
- Click New Session.
- Click Create PIN Code.
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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.
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Start the Session
- Once the green Play button is active, click it.
- Click Launch Remote Control Session.
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Handle Admin Credential Prompts
- If the customer’s device requests administrative credentials:
- Choose Run as System Service.
- Use Multipass credentials when prompted.
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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.
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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.