| Steps/Process |
 |
| 1 |
Contact us first, so that we know you require support
|
 Secure
and Safe Online Support
- Customers must
permit a Technician to use each LogMeIn Rescue function (Remote Control, Desktop
View, File Transfer, System Information, and Reboot & Reconnect)
- Customers can choose to terminate the session at any time
- All traces of
the Customer Applet disappear from the remote
PC when the session is finished
|
|
| 2 |
We will provide you with either
|
(a) a 6-Digit PIN Code (verbally)
or
(b) a LINK (via email) which
Looks something like this example:
https://secure.logmeinrescue.com/R?i=2&Code=227846
or ask you to go to www.logmein123.com |
| 3 |
You can either Enter your PIN on
the right at this site,
or simple click on the Link that was emailed to you |
|
| 4 |
Customer Applet |
With the your permission, this small .exe file
automatically downloads to your PC. It's the interface through
which Technicians communicate with you and conduct remote support.
The Applet automatically removes itself from the remote PC at session
conclusion.
The Applet provides remote Customers with:
-
Interactive Chat and detailed Session History
-
Prompts to permit or deny Technician access to all functions
-
File Transfer to the Technician
-
Ability to stop Remote Control or disconnect at any time
|
| Step 4 may display
a few message boxes which are explained below: |
|
| a. |
If a security warning message box appears on your
screen, click "RUN" rather than "Save" as nothing
needs to be saved to your computer.
Your computer will then download a temporary piece of code to enable
us to connect to your computer.
This software will disappear when we disconnect. |
 |
| b. |
if you are running Norton's Internet security or
other such firewall software you may then see a second security warning,
something like that shown on the right
Click "RUN". |
 |
| c. |
You may see a firewall message as well - something
like that shown on your right
Click "CLOSE". |
 |
| d. |
The Chat box is displayed and indicates that you
are waiting for a technician to connect to your computer.
simply "wait" for the HC technician
to connect.
|
 |
| e. |
Once a technician connects to you you will notice
that the chat window changes to "connected".
You can use the bottom text box to "chat" just
as your would do with MSN Messenger etc.
Enter text and click "SEND".
If you ar in phone contact with us you do not need to use this chat
box and can minimise it.
and can disconnect at any time |
 |
| f. |
You will be asked if the technician can share control
of your keyboard and mouse.
You have the option of saying "No" by clicking the CANCEL
button, but this defeats the purpose of requesting online support,
so
click"OK". |
 |
| g. |
You can stop desktop sharing or disconnect at any time
by clicking with of the appropriate buttons on this chat box. |
 or  |
| h. |
The technician may then start to investigate the
reason for your need for support. This may involve looking at your
machine, memory, disk and network configurations.
You should say YES or OK to any of the following message box that
may appear. |
|
|
| i. |
In some cases it may require some testing/checking scanning
programs to be run and possibly a reboot of your machine. The technician
will explain all of this to you. |
|
