Logmein Rescue 7.5 Update has Rendered my Rescue Un-Usable

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

Is there any news on this? I would like to update our rescue to use the newest version, but I am hesitant if the beta fixes haven't worked and aren't released to production.

I'm sorry to hear that cmassone - I noticed that you were actively troubleshooting with our Inbound Support Team - I will let them continue with that route as the issue you are experiencing may be a different one at this point than the one the Beta was released to fix.    

BETA is doing the same thing

no improvement

cmassone and All: 

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

I've made those changes and it is still the same issue

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.

Hi BlackRock and cmassone 

Our support team will be reaching out to you both directly to assist with your issues and gather more details for our team.

I upgraded to this version and every session I have with a customer is extremely slow to the point where I am getting really frustrated and thinking of dumping your product.

Every click every letter I type is over 20 seconds delayed

I have to pause and restart my sessions constantly

You guys need to fix this ASAP!!!