FAQ

My customer is having trouble connecting through Rescue. What should I do?

Issue

Objective

Environment

Procedure

Answer

If you are unable to connect to your customer using LogMeIn Rescue, please ask the customer to hold down the Ctrl + Alt + Shift  keys before clicking the Connect to Technician button.  This method forces the session into a relayed connection and resolves issues in peer to peer connections such as NAT not working properly on both ends.

Note:
The customer should keep the Ctrl + Alt + Shift keys held down until a connection is formed.

If the connection continues to fail or an Invalid certificate message appears, there may be a security policy on the customer's network preventing the connection.  UDP communication and ActiveX must be allowed for Rescue connections to take place.

Important:
Please also ensure the date and time are correct on the customer's computer.

Cause

Resolution

Additional Information