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Services: Remote Support (LogMeIn Rescue)

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LogMeIn Rescue is a tool that LTS support technicians use to access remote computers and mobile devices. LogMeIn Rescue is safe and secure. All communication between the customer and the technician is SSL-encrypted. Follow one of the following instructions to download and start the LogMeIn Rescue Applet when you have an LTS Technician on the phone.

Important: The applet is a small program that must be running on your computer for the technician to be able to help you. The applet is automatically removed from your PC or Mac at session end.

Note: Actual screens and procedures may vary slightly depending on your operating system and LogMeIn Rescue settings on the technician's side.

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Launch a LogMeIn Rescue Session on University Windows Computers

The following instructions are written assuming you are using Firefox and may vary slightly for different browsers; LogMeIn Rescue is compatible with most modern web browsers and operating systems.

  1. Go to www.LogMeIn123.com or support.me. The Support Connection page is displayed.
  2. The LTS technician tells you a 6-digit code.
  3. Type the code in the box labeled Enter your 6-digit code.
  4. Click Start Download. You are asked to download the Support-LogMeInRescue.exe applet.
  5. Click Save File to download the applet.
  6. In the Downloads box, double-click Support-LogMeInRescue.exe.
  7. Click OK if prompted to Open Executable File. You are asked Do you want to run this file?
  8. Click Run to execute the applet.
  9. If you encounter a Windows Defender Firewall security alert, please click Cancel as you will not be able to Allow access directly. The LTS technician will in this case restart your applet as a System Service.
  10. Click OK to allow LMI Rescue to elevate the session.
  11. Click Yes on the alert to allow the LogMeIn Rescue Applet to make changes to the device.
  12. Once the applet is running, wait for the technician to activate your session.
  13. You may be asked to give the technician permission to perform certain actions. Click Yes or OK to grant permission, or No or Cancel to deny.

What can you do during a Rescue session?

Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side.

  • Chat with the technician(s)
  • View a detailed session log
  • Allow or deny the technician the right to perform certain actions
  • Send individual files to a technician
  • Change the display font size
  • Revoke permissions, such as remote control or file management, from the technician by clicking the large X in the upper-left corner
  • End a session by clicking the small X in the upper-right corner

Launch a LogMeIn Rescue session on Personal Windows Computers

The following instructions are written assuming you are using Firefox and may vary slightly for different browsers; LogMeIn Rescue is compatible with most modern web browsers and operating systems.

  1. Go to www.LogMeIn123.com or support.me. The Support Connection page is displayed.
  2. The LTS technician tells you a 6-digit code.
  3. Type the code in the box labeled Enter your 6-digit code.
  4. Click Start Download. You are asked to download the Support-LogMeInRescue.exe applet.
  5. Click Save File to download the applet.
  6. In the Downloads box, double-click Support-LogMeInRescue.exe.
  7. Click OK if prompted to Open Executable File. You are asked Do you want to run this file?
  8. Click Run to execute the applet.
  9. Once the applet is running, wait for the technician to activate your session.
  10. You may be asked to give the technician permission to perform certain actions. Click Yes or OK to grant permission, or No or Cancel to deny.

What can you do during a Rescue session?

Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side.

  • Chat with the technician(s)
  • View a detailed session log
  • Allow or deny the technician the right to perform certain actions
  • Send individual files to a technician
  • Change the display font size
  • Revoke permissions, such as remote control or file management, from the technician by clicking the large X in the upper-left corner
  • End a session by clicking the small X in the upper-right corner

Launch a LogMeIn Rescue session on University Macs

The following instructions are written assuming you are using Firefox and may vary slightly for different browsers; LogMeIn Rescue is compatible with most modern web browsers and operating systems.

  1. Go to www.LogMeIn123.com or support.me. The Support Connection page is displayed.
  2. The LTS technician tells you a 6-digit code.
  3. Type the code in the box labeled Enter your 6-digit code.
  4. Click Start Download.
  5. You are asked to open the LMIRescue.pkg.zip applet. Click OK.
  6. In the Downloads box, double-click Support-LogMeInRescue.
  7. Click Open to confirm that you want to run the applet.
  8. You will be prompted to grant access to Screen Recording for Support-LogMeInRescue. Click Open System Preferences.
  9. Check the box next to Support-LogMeInRescue.
  10. You will be prompted that Support-LogMeInRescue will not be able to record the contents of your screen until it is quit. You may click Later.
  11. Once the applet is running, wait for the technician to activate your session.
  12. You may be asked to give the technician permission to perform certain actions. Click Yes or OK to grant permission, or No or Cancel to deny.

What can you do during a Rescue session?

Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side.

  • Chat with the technician(s)
  • View a detailed session log
  • Allow or deny the technician the right to perform certain actions
  • Send individual files to a technician
  • Change the display font size
  • Revoke permissions, such as remote control or file management, from the technician by clicking the large X in the upper-left corner
  • End a session by clicking the small X in the upper-right corner

Launch a LogMeIn Rescue session on Personal Macs

The following instructions are written assuming you are using Firefox and may vary slightly for different browsers; LogMeIn Rescue is compatible with most modern web browsers and operating systems.

  1. Go to www.LogMeIn123.com or support.me. The Support Connection page is displayed.
  2. The LTS technician tells you a 6-digit code.
  3. Type the code in the box labeled Enter your 6-digit code.
  4. Click Start Download.
  5. You are asked to open the LMIRescue.pkg.zip applet. Click OK.
  6. In the Downloads box, double-click Support-LogMeInRescue.
  7. Click Open to confirm that you want to run the applet.
  8. You will be prompted to grant access to Screen Recording for Support-LogMeInRescue. Click Open System Preferences.
  9. Check the box next to Support-LogMeInRescue.
  10. You will be prompted that Support-LogMeInRescue will not be able to record the contents of your screen until it is quit. You may click Later.
  11. Once the applet is running, wait for the technician to activate your session.
  12. You may be asked to give the technician permission to perform certain actions. Click Yes or OK to grant permission, or No or Cancel to deny.

What can you do during a Rescue session?

Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side.

  • Chat with the technician(s)
  • View a detailed session log
  • Allow or deny the technician the right to perform certain actions
  • Send individual files to a technician
  • Change the display font size
  • Revoke permissions, such as remote control or file management, from the technician by clicking the large X in the upper-left corner
  • End a session by clicking the small X in the upper-right corner

Launch a LogMeIn Rescue session on Mobile Devices

Android using a PIN Code Session

Prerequisite: You must have LogMeIn Rescue + Mobile for Android from Google Play to use this tool.

Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side.

  1. Download the Rescue + Mobile for Android app. If the app is already installed on your device, tap LogMeIn Rescue on your Home page or app tray.
  2. The LTS technician gives you a 6-digit PIN code.
  3. Type the code in the box labeled Enter six-digit PIN code and tap OK.
  4. Accept the End-User License Agreement by tapping Accept. Note: This notification does not appear for consecutive runs.
  5. Once the applet is running, wait for the technician to activate your session.
  6. You may be asked to give the technician permission to perform certain actions. Click Yes or OK to grant permission, or No or Cancel to deny.

What can you do during a Rescue session?

Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side.

  • Chat with the technician(s)
  • View a detailed session log
  • Allow or deny the technician the right to perform certain actions
  • Send individual files to a technician
  • End a session by tapping Exit, or selecting Menu>Disconnect

iPhone using a PIN Code Session

Prerequisite: You must have LogMeIn Rescue + Mobile for iOS from the App Store to use this tool.

Note: Actual screens and procedures may vary slightly depending on your device model and LogMeIn Rescue settings on the technician's side.

  1. Download the Rescue + Mobile for iOS mobile app. If the app is already installed on your device, tap LogMeIn Rescue on your Home page or app tray.
  2. The LTS technician gives you a 6-digit PIN code.
  3. Type the code in the box labeled Enter six-digit PIN code and tap OK.
  4. Accept the End-User License Agreement by tapping Accept. Note: This notification does not appear for consecutive runs.
  5. Once the applet is running, wait for the technician to activate your session.
  6. You may be asked to give the technician permission to perform certain actions. Click Accept to grant permission, or Deny to deny.

What can you do during a Rescue session?

Exact capabilities may vary according to LogMeIn Rescue settings on the technician's side.

  • Chat with the technician(s)
  • Allow or deny the technician the right to perform certain actions
  • End a session by tapping Exit, or selecting Disconnect

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