Ad Hoc Support: Accessing Unmanaged Computers

The ad hoc support feature provides one-time access to remote Windows PCs that have not been added to your account ("unmanaged" computers with no host software installed).

This guide helps technicians through the process of remotely supporting their customers using the ad hoc support feature.

Tip: To better understand your customer's experience, see Initiating an ad hoc support session as a customer.

Important: You must have an available seat in your account to conduct ad hoc support sessions.

Note: Not available for trial subscriptions.

Ad Hoc Support in a Nutshell

Support provider sets up a new session in LogMeIn Central.
As a result of step 1, an email is sent to the user who is requesting support. It contains a deployment link that carries a pre-defined password.
A temporary host is installed on the user's computer.
The user activates the session using a security code.
24 hours after activation, the session is automatically ended and the temporary host is removed from the user's computer

Important: You can only provide ad hoc support to Windows PCs.

Considerations

Important: Consider the following when using ad hoc support:

Users on a Windows PC must have administrator privileges in order to receive ad hoc support.
The number of concurrent/active ad hoc support sessions is limited to one support session per user profile and five support sessions per company.
While the session is active, the Central user can access the remote computer any number of times via Remote Control, File Manager (former Central Plus or Central Premier subscription or a current Central Base plan is required) or the Dashboard (former Central Plus or Central Premier subscription or a current Central Base plan plus Insight module is required).
The session remains alive when the remote computer goes offline.
Ad hoc support cannot be used with computers already running the host software.

Task One: Setting Up an Ad Hoc Support Session

You can provide ad hoc support to Windows PCs.

Remember: An available seat is required to use the ad hoc support feature.

Start an ad hoc support session

Remember: Only a single ad hoc support session can be active at a time per user profile.

In LogMeIn Central, click Ad Hoc Support.
Enter the email address of the user receiving support.

Step 1
Create a password.
This is the password that you must enter when logging in to the user's computer once the ad hoc support session has been activated.

Step 2

Important: Take note of this password, it will not be shown again.

In Windows, the password is actually linked to a hidden Administrator account called LogMeInRemoteUser. This account is automatically removed when the session ends and the Support Session app is removed.
Click Send email and prepare session.
Result:
The instructions and deployment link are sent to the user.

Guide your customer through setting up their computer

Remember: You can learn more about your customer's experience in the Ad Hoc Support Step-by-Step Connection Guide.

Wait for the user to download and run the Support Session app.
Provide the user with the security code.

Important: Stay on this page and wait while the user's computer is set up for the session. Alternatively, make sure to take note of the security code before navigating to another page. It will not be shown again.
Ask the user to enter the security code when prompted. The security code is required to pair the user's computer with your account.

Tip: Is your user having trouble? See this article for tips: Ad Hoc Support Troubleshooting.

Results:

The session becomes activated once the user has entered the security code and the Support Session app has been set up.

Remember: A session is valid for 24 hours from the time of activation. During this period, the remote computer can be accessed any number of times from the Ad Hoc Support Sessions computer group on the Computers page.

Task Two: Conducting an Ad Hoc Support Session

Once an ad hoc support session is activated, the remote computer paired with your account can be accessed for 24 hours via Remote Control, File Manager or the Dashboard any number of times from the Ad Hoc Support page.

Remember: An available seat is required to use the ad hoc support feature.

Tip: Active ad hoc support sessions are also displayed on the Computers page under the Ad Hoc Support Sessions computer group.

Select a method to connect to the remote computer.

Option	Description
	Access the remote computer. See Remote Control.
	Transfer files between computers. See File Manager. Remember: A former Plus or Premier subscription, or a current Base module subscription is required to use this feature. You must have the Allow full Remote Control permission enabled to use this feature.
	Manage the remote computer. See Dashboard. Remember: A former Plus or Premier subscription, or a current Base module subscription is required to use this feature.

Enter the password you created in Step 2 as part of the ad hoc support session setup (Step 2).

Tip: Select Initiate Chat with User after login. to immediately start a conversation with the user once connected.

Result:
You are now connected to the remote computer.

Results:

To terminate the session, click End session now on the Ad Hoc Support page in Central.

Note:

Ending a remote connection via the File Manager, Remote Control or the Dashboard does not terminate the support session.
Sessions are active for 24 hours. After this period, the session is automatically terminated and the temporary host is removed from the remote computer. To access the computer again via ad hoc support, you must start a new session.

Tip: Having issues? See Ad Hoc Support Troubleshooting.

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