Introducing Rescue 7.50!

I have updated to the 7.5 yesterday and it is terrible!

It has rendered my Logmein Rescue unusable!

The crazy part is, it said it would decrease lag, and it actually made it so laggy that I cannot do anything for my customers.

So far, on four different sessions, I can see the customer moving their mouse, and they are telling me what is in front of them, but my screen is up to a minute behind. I was thrust back into the dark ages of working at an internet tech support job, circa 2001, when there was not remote support, and I would guide customers strictly over the phone through speech.

Hi BlackRock - I'm sorry about the issues that you are experiencing.    

At the Support Site we have a linked Rescue 7.50 FAQ that mentions the following: 

What changes are necessary for using next gen media?

Thank you for your continued patience. We have identified an issue causing high latency in certain situations when using the Rescue 7.50 Tech Console. The issue is being investigated at a high priority, we apologize for any inconvenience.   Please continue to follow this thread to be emailed for updates.  Please find the two workarounds below.

Option 1:  Turn off Next Gen Media Service within the Tech Console:

1. In the upper left, click on Options
2. Select "Use classic screen transfer"

Please note: The selection will be remembered for future sessions, it will not need to be selected each time.

Option 2:  Disable NextGen media for Technician Groups in the Admin Center:

1.  Select Tech Group in the tree on the left
2.  Go to Permissions
3.  Add a checkmark to the last option "Disallow media stream in Rescue sessions for technicians"
4. Click Save

Please Note:  The above will not discontinue ALL media streams, only the NextGen media streams. The Technicians will revert back to Classic media streams as normal.

We are happy to announce that there is a Beta version available that includes the fix for the above known issue.

If you are impacted, please download and install the Rescue Tech Console 7.50.3541 (Beta) 

Thank you for your continued patience as we work to resolve this issue. 

Please note:  Beta is not supported on Mac OS or the EU environment

Is there any news when this fixed beta will be released to production?

Hello  tuomassavonius 

Yes, the issues that resulted in this thread have both been resolved.

There were two outstanding issues (both resolved in May 2022):

• Tech console latency in certain environments
• Failure to elevate to admin rights on initial attempt

To download the newest LIVE Rescue 7.50 Technician Console, version 7.50.3541 - please use one of the following (dependent on account type):

• Global Technician Console
• Enterprise Technician Console 
• EU Technician Console 
• Enterprise EU Technician Console

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