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.

Related information

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.