HELP FILE

Starting a Remote Control/Remote View Session

Use Remote Control to operate the customer's device, or Remote View to view the customer's screen without taking control of the device.

Actual procedures may vary slightly depending on operating systems. RescueAssist session initiation follows the usual operating system behavior.

Remote View/Remote Control availability per operating system
Platform Remote View Remote Control
Windows Yes Yes
Mac Yes Yes
Android Yes Yes
Note: Currently available for Samsung devices and supported versions of LG and Huawei devices.
Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The RescueAssist by LogMeIn Android app guides affected users through the simple installation of the required add-on app.
Chrome OS Yes No
iOS Yes No
Note: The availability of the Remote Control feature also depends on an account-level setting in the RescueAssist Administration Center.
  1. To use the RescueAssist Agent Web Console, log in at https://console.gotoassist.com/.
  2. In the Instant web support window, click Create web session.
    Tip: Cannot see the Instant web support window? In the top-left corner of the console, open the Session Commands drop-down menu, and click Create new session tab.

    A Support Key is generated and displayed in a new window.

  3. Make sure that on the Support Session tab, Request Remote Control when Customer arrives is checked.
  4. Invite your customer to join the session by sending them the Support Key. To do so, follow the steps of any of the methods below.
    Link and messaging tool
    1. Click Copy to Clipboard next to the Support Key to copy the session link to your clipboard.

    2. Paste the link into your messaging tool, and send it your customer.
    3. Ask the customer to open the message, and click the link to join the support session.

      A new browser tab is opened on the customer's computer displaying the session chat panel along with instructions to install an extension allowing you to control their device.

    Support Site
    1. Direct your customer to www.fastsupport.com.
    2. Ask them to enter the support key you tell them.

      A new browser tab is opened on the customer's computer displaying the session chat panel.

    Text Message (SMS)
    1. Click Send SMS.

      The Send SMS dialog box is displayed.

    2. Provide the customer's mobile phone number, and click Send SMS.

      A confirmation box is displayed showing the number to which the SMS has been sent.

    3. Click Done.
    4. Ask the customer to open the message, and click the link in the message to join the support session.
    Email
    1. Click Send Email.

      A new email message is opened in your default email application containing a session link.

      Tip: If a new message is not opened, check your default email application under your OS settings.
    2. Enter the customer's valid email address, and send the message.
    3. Ask the customer to open the message, and click the link to join the support session.

    The support session is established with the customer. You can now exchange chat messages.

  5. Ask the customer to follow instructions displayed on their Chat Panel to share their device screen.
    • Customers on desktop computers using Chrome or Firefox should install/launch the browser extension to share their computer screen.
    • Customers on desktop computers using Internet Explorer or Safari are prompted to download the RescueAssist by LogMeIn application.
    • Customers on mobile devices should install/launch the RescueAssist by LogMeIn application to share their device screen.
      Important: You must have an active RescueAssist Mobile add-on license.
      Note: Customers on an iOS device need to use the iOS Broadcast feature to enable screen sharing. For detailed information about how the customer can enable Broadcast for the RescueAssist by LogMeIn application, see How to enable Screen Sharing (Broadcast) on an iOS Device providing an end-to-end view of the process from the customer's perspective.
      Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The RescueAssist by LogMeIn Android app guides affected users through the simple installation of the required add-on app.
  6. To gain remote control of the customer's device, ask them to click ALLOW REMOTE ACCESS. The RescueAssist by LogMeIn application is launched on the customer's computer; remote control starts.
    Restriction: Remote Control is currently not available on iOS and Chrome OS devices. Remote Control for Android is available for Samsung devices and supported versions of LG and Huawei devices only.
    Tip: Cannot remote control the customer's macOS 10.14 (Mojave) device? See How to enable remote control on macOS 10.14 (Mojave).
  7. To end the session, click End session in the Session Commands drop-down menu in the top-left corner of the console.

For information about features and tools you can use during a remote control session, see Managing Desktop Support Sessions and Managing Mobile Support Sessions.
  • How to enable remote control on macOS 10.14 (Mojave)
    The Mojave release of macOS restricts external control to white-listed applications only. To allow remote control to a customer's device, the customer must add the RescueAssist by LogMeIn application to this white-list.
  • How to enable Screen Sharing (Broadcast) on an iOS Device
    The RescueAssist by LogMeIn iOS app provides screen sharing functionality leveraging the iOS Broadcast feature introduced in iOS11. This enables agents to solve issues on the customer’s iOS device outside of the RescueAssist app. When the app is sent to the background, the device screen is still transferred to the RescueAssist Agent Web Console.