HELP FILE

What's New in RescueAssist

Read our release notes about the latest features and improvements.

February 5, 2019

RescueAssist Agent Web Console

  • Since the 26th of January 2019, agents can remote control devices that are running Windows 7.
  • Agents can select and copy-paste any element on the Agent Web Console. For example, a support key, the name of a device group, and so on.
    Tip: Agents can still use the Copy to Clipboard icon to copy-paste the support key.
  • Administrators with multiple accounts can clearly see which account they are currently operating from. To see or change the account in use, open the Account drop-down menu in the top-right corner of the Agent Web Console. The currently used account has a check mark next to it.
  • The Report Abuse form is displayed in the language selected as the active language on the customer's computer. If the form is not available in the customer's language, the English version is used.
  • Fixed an issue where an agent using Safari would not be able to use their mouse to scroll on a customer's device during a remote control session.
  • Various small fixes and improvements to unattended device group handling.

RescueAssist application (Windows) 1.0.0.128

  • Improved reliability and stability of update handling.

January 24, 2019

RescueAssist application 1.0.0.112 (Windows) and 1.0.0.94 (Mac)

  • Improved stability, reliability, and performance on both Windows and Mac.

RescueAssist Agent Web Console

Improvements to Attended Support Sessions
  • In case of suspected abuse, customers can end the session immediately and report the abuse directly from web chat.
  • Agents receive desktop and browser notifications of new web chat messages.
  • The RescueAssist Web Chat is displayed in the language selected as the active language on the customer's computer. If the web chat is not available in the customer's language, the English version is used.
Improvements to Device Group handling
  • Administrators can edit GoToAssist Remote Support (G2A) device groups in the RescueAssist Agent Web Console. For example, they can rename G2A device groups or move G2A devices into RescueAssist device groups.
  • Each device group must have a unique name.
  • For each device group listed on the Devices tab, the agent console displays the total number of online and offline devices.
  • The search box at the top of the Devices tab includes in its placeholder text the name of the selected device group.
  • On the Devices tab, the placeholder text in the search box includes the name of the selected device group.
Various improvements and fixes
  • Agents can send feedback to the RescueAssist development team directly from the console by clicking the Feedback button.
  • Fixed an issue where an agent using Chrome71 would sometimes see a blank screen after connecting.

RescueAssist by LogMeIn iOS app 1.1.3

  • More precise Device Information when SIM Card has been removed from the device.
  • Each Support Key can only be used to start one unique session.
  • Agents and customers receive banner notifications on new chat messages if broadcasting is on.

RescueAssist by LogMeIn Android app 1.1.3

  • Agents can get basic system information about Android devices they support by typing simple slash commands in the chat field of the web console.

December 3, 2018

Improvements to the Agent Web Console

Setting up unattended access to multiple domain machines (Windows MSI)
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.
Task Manager button
The agent web console now offers a Ctrl+Alt+Del button on the session toolbar that allows agents to activate the login dialog box on the customer's computer during a remote control session.
Keyboard event handling for Samsung devices
Shift+character combinations are now supported for the English keyboard layout.
Note: This feature makes use of the new version of the RescueAssist by LogMeIn Android app (v1.2.0).

LogMeIn Remote Support applet 1.0.0.83 (Windows)

  • Improved the flow that is used to reconnect the applet with the session when connection has been temporarily lost.
  • This version of the applet supports setting up unattended access to multiple domain machines (Windows MSI).
  • This version of the applet supports the use of the new Ctrl+Alt+Del button on the session toolbar of the agent web console allowing agents to activate the login dialog box on the customer's computer during a remote control session.

Improvements and fixes

  • Customer name and Device name are now displayed on the list of recordings on the Recordings tab of the agent web console.
  • When a customer initiates a support session from Slack, their Slack username is now transferred into the session to appear as Customer name.
  • The new RescueAssist by LogMeIn iOS app (v1.1.2) fixed an issue where the use of the iOS Broadcast feature caused the loss of connection with the agent.
  • The Admin Mode button now gets disabled on the agent console toolbar once Admin Mode has been successfully activated.
  • Reliability and quality improvements to session recording.
  • Chrome web store localization for the RescueAssist by LogMeIn browser extension.

November 23, 2018

LogMeIn Remote Support applet 1.0.0.72 (Windows)

  • Fixed an issue where the applet would not always reconnect following a problem in network connectivity.
  • This version of the applet brings stability improvements to unattended access.

Improvements to the Agent Web Console

Sending Files
Agents can now use the Send File button on the toolbar (as an alternative to the plus icon in the chat field) to send files to their customers. No size restriction applies to files to be sent.
New animated backgrounds for connection statuses
New animated backgrounds bring a modern look and feel for the agent workspace.
Display customer name in browser tab
When submitted by the customer at the start of the session, their name is now displayed in the browser tab hosting the session, so agents can easily identify which tab belongs to which customer in a multi-session scenario.

Fixes

  • Fixed an issue where the agent web console froze when the agent clicked the Snapshot toolbar button before the customer allowed access to their screen.
  • The File Send button has been removed from the toolbar in case of SeeIt Camera Share sessions, where file sending is not available by design.
  • Fixed an issue where System Information was not available during sessions started from Slack.
  • Fixed issues where the Customer name was not displayed properly in cases when the name was too long or contained special characters.
  • Fixed an issue where devices for which unattended support had been set up were not displayed properly on the Devices tab of the agent web console.

November 19, 2018

This release includes enhancements to the RescueAssist mobile experience.

Remote Control Support for LG and Huawei Devices
Customers on supported devices can now download the Rescue LG Add-On or Rescue Huawei Add-On component from the Play Store to get support by RescueAssist agents taking control of their devices.
Get iOS Device Info through Chat
Agents can get basic system information about iOS devices they support by typing simple slash commands in the chat field of the web console.

For detailed information, see Managing a Remote Control/Remote View Session on Mobile.

October 16, 2018

This is the initial general release of RescueAssist by LogMeIn.