HELP FILE

Starting Unattended Support Sessions

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

Note: The availability of the unattended support features depends on an account-level setting in the RescueAssist Administration Center.
Important: The customer's computer must be powered on and not in sleep mode for the agent to be able to launch an unattended session.
  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.

    The list of devices set up for unattended access is displayed.

  2. Select a device from the list by hovering over it.
  3. Under Actions, click the Connect button.

    A new session starts in a new instance of the Agent Web Console opened in a new browser tab providing remote access to the selected device.
    Tip: Cannot remote control the customer's device? Depending on your customer's device see either:
Unattended support sessions offer the same features and tools as those available during attended support sessions.
Tip: To execute advanced tasks, such as changing system settings, Restart the RescueAssist by LogMeIn application as a System Service.