HELP FILE

Setting Up Unattended Support

Unattended access allows an agent to connect to a remote computer when the customer is not present.

The availability of the unattended support features depends on an account-level setting in the RescueAssist Administration Center.

Set up while in an Attended Support Session

Important: This process requires the customer to be physically present at their computer during an active Remote Control session.
  1. During an active Remote Control session, click Add Device on the Tool Bar.
    Remember: You need to be in control of the customer's computer to set up unattended access. For information about how to elevate a session to Remote Control, see How to Elevate a Chat-only Session to a Remote Control/Remote View Session.

    The Add Device window is displayed.

  2. Enter a name for the device that will represent it on your list of devices available for unattended support. Click Add.
    Note: If the customer does not have Administrator rights on the computer, you will be required to enter Administrator credentials, see Open the Task Manager on a Customer's Device (Windows only).

    The Add Device icon on the Tool Bar turns into the Device Added icon indicating that the customer's computer is now available on the Devices tab.

Set up from Customer's Computer

It is recommended that the user setting up unattended access is physically present at the computer during the setup process.

  1. On the customer's computer, log in to the RescueAssist Agent Web Console at https://console.gotoassist.com/.
  2. Select the Devices tab.
  3. Select the correct Device Group (if groups have been created for the account).
  4. In the top-right corner of the console, click Download Unattended Installer, and select your platform (Windows or Mac).
    Tip: If you are running Windows, for a single installation use either the EXE or the MSI installer. The latter makes multiple installs possible too.
  5. When the download of the unattended installer is complete, open it on the customer's computer. Once the RescueAssist by LogMeIn application is installed, the application's icon is displayed on the system tray (Win) or Application menu (Mac).

    The device also appears on the Devices tab in the RescueAssist Agent Web Console.

Set up on Multiple Computers (Windows only)

The Windows MSI installer makes it possible for system or domain administrators to set up unattended access on up to 5,000 domain machines simultaneously.

The article assumes you are familiar with and use built-in Windows software distribution methods such as Microsoft Group Policy Management.

Note: You can also use third-party software such as Microsoft System Center Configuration Manager or Prism Deploy.
  1. Choose an existing shared folder on a server in your network, or create a new folder.
  2. Save the Windows MSI installer to that folder. To get it:
    1. Log in to the RescueAssist Agent Web Console at https://console.gotoassist.com/.
    2. Select the Devices tab.
    3. In the top-right corner of the console, click DOWNLOAD UNATTENDED INSTALLER and select DOWNLOAD FOR WINDOWS (MSI).
  3. In the Microsoft Group Policy Management application set the permissions:
    Option Description
    Per user Set share permissions and folder permissions to "Authenticated users = read and execute".
    Change the permissions at:
    • Share - Properties > Sharing tab > Advanced Sharing button > Permissions button > Authenticated Users
    • Folder - Properties > Security tab
    Per domain Set share permissions and folder permissions to "Domain Computers = read and execute".
    Change the permissions at:
    • Share - Properties > Sharing tab > Advanced Sharing button > Permissions button > Authenticated Users
    • Folder - Properties > Security tab
    Per group
    1. Create a group that includes only the computers on which you want to install unattended access.
    2. Create a new filter and add the group to it.
    Note: Make sure to remove the default "Authenticated Users" filter.
  4. It is highly recommended to run a test installation of the .MSI file to verify its integrity.
  5. In the Microsoft Group Policy Management application create a new policy.
  6. Edit the new policy in the Group Policy Management Editor:
    1. In the left navigation panel, select Computer Configuration > Policies > Software Settings.
    2. Right-click Software Installation and select New > Package.
    3. Select the Windows MSI Installer that you copied to the shared folder and click Open.
    4. In the Deploy Software window, select Assigned and click OK.

    The new package appears on the right panel of the Group Policy Management Editor.

  7. Reboot one or more workstations to install the .MSI file.

The installation should run before the logon prompt appears. You can also check the Programs and Features list to see if the RescueAssist by LogMeIn application application was successfully installed.

Tip: If the application was not installed, check the Windows Event Viewer for errors.

Disabling Unattended Support for a Device

Disabling unattended support will remove unattended access to the customer's computer as well as uninstall the RescueAssist by LogMeIn application (if the device is online at time of disabling).

Note: The customer can also remove unattended access from their device by right-clicking the RescueAssist by LogMeIn application icon, and then clicking Uninstall.
Note: You can disable unattended support for a device that is currently offline. In this case, unattended access to the customer's device is removed, and the device is removed from the Devices list. However, the RescueAssist by LogMeIn application will not be uninstalled from the customer's computer. Therefore, when the device comes online again, unattended access gets restored.
  1. Click the Devices tab of the RescueAssist Agent Web Console.
    Tip: Cannot see the Devices tab? Click the RescueAssist logo in the top-left corner of the console.

  2. Hover over the row of the device you want to delete, and click the Remove icon.

    The Remove device window is displayed.
  3. Confirm your choice by clicking Remove.

Managing Device Groups

Device groups allow you to organize the devices for which unattended support has been installed.

Create a Device Group

  1. On the Devices tab of the RescueAssist Agent Web Console, click Add Device Group. The New Device Group panel is displayed.
  2. Type a name for the device group, and hit Enter.

Add a Device to Group

  1. On the Devices tab of the RescueAssist Agent Web Console select All Devices . The list of devices set up for unattended access is displayed.
  2. Click the device you want to add to a group. The Device Info panel is displayed.
  3. On the Device Info panel, click Move to Group. The Move to Device Group window is displayed.
  4. Select the device group(s) to which you want to add the device.
    Tip: You can select more than one group.
  5. Click Move.

Move a Device between Groups

  1. On the left panel of the Devices tab of the RescueAssist Agent Web Console select the device group containing the device you want to move to another group .
  2. Click the device you want to move. The Device Info panel is displayed.
  3. On the Device Info panel, click Move to Group. The Move to Device Group window is displayed.
  4. Select the device group(s) to which you want to add the device.
    • To keep the device in the original group too (while also moving it to a new group), make sure the original group is also selected.
    • To make sure the device no longer belongs to the original group (only to the new group), make sure the original group is unselected..
    Tip: You can select more than one group.
  5. Click Move.

Delete a Device from a Group

  1. On the left panel of the Devices tab of the RescueAssist Agent Web Console select the device group containing the device you want to remove from the group .
  2. Select the device from the list by hovering over it.
  3. Under Actions, click the Remove button.
    Note: You can only delete a device that is online.