Forum Discussion

scissors's avatar
scissors
New Member
6 years ago

File Manager with Android phones

I've found that LogMeIn Rescue does not seem to properly support File Manager to pull files from Android 8 devices. I've tested Samsung S7, S8, S9, Google Pixel, PixelXL, Pixel2.

 

After establishing a remote support session, I go to the File Manager tab in the Technician Console and click "Launch Session." A dialog indicates connecting, and then connected. On the mobile device, the log indicates that File Management was initiated by me, and then immediately that I stopped File Management. Nothing ever shows in the remote device section of the Technician Console.

 

Is it possible that I'm missing a necessary setting or plugin? On the Samsung devices, I installed the Rescue app as well as the Samsung plugin, but no go.

 

When calling in to Support, the representitive said that it's very tricky to support mobile devices and that he could not help me. :O

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    scissors  Sorry about that.

     

    Which operating system was being used as the client in this situation?  Has this functionality ever worked for you before?

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      6 years ago

      scissors  It looks like we have reproduced this issue on Android 8.0 systems.  We'll update this thread when the problem is fully resolved.

  • sv5's avatar
    sv5
    GoTo Contributor
    6 years ago

    Hello scissors !

    Could you share your TC version number to me?

    Regards,
    Sandor

  • Courtney56's avatar
    Courtney56
    Visitor
    6 years ago
    scissors wrote:

    I've found that LogMeIn Rescue does not seem to properly support File Manager to pull files from Android 8 devices. I've tested Samsung S7, S8, S9, Google Pixel, PixelXL, Pixel2.

     

    After establishing a remote support session, I go to the File Manager tab in the Technician Console and click "Launch Session." A dialog indicates connecting, and then connected. On the mobile device, the log indicates that File Management was initiated by me, and then immediately that I stopped File Management. Nothing ever shows in the remote device section of the Technician Console.

     

    Is it possible that I'm missing a necessary setting or plugin? On the Samsung devices, I installed the Rescue app as well as the Samsung plugin, but no go.

     

    When calling in to Support, the representitive said that it's very tricky to support mobile devices and that he could not help me. :O

    I have same question and didn't get satisfied solution.

    • Charles521's avatar
      Charles521
      New Contributor
      6 years ago
      Courtney56 wrote:
      scissors wrote:

      I've found that LogMeIn Rescue does not seem to properly support File Manager to pull files from Android 8 devices. I've tested Samsung S7, S8, S  9apps, Google Pixel, PixelXL, Pixel2.

       

      After establishing a remote support session, I go to the File Manager tab in the Technician Console and click "Launch Session." A dialog indicates connecting, and then connected. On the mobile device, the log indicates that File Management was initiated by me, and then immediately that I stopped File Management. Nothing ever shows in the remote device section of the Technician Console. 

       

      Is it possible that I'm missing a necessary setting or plugin? On the Samsung devices, I installed the Rescue app as well as the Samsung plugin, but no go.

       

      When calling in to Support, the representitive said that it's very tricky to support mobile devices and that he could not help me. :O

      I have same question and didn't get satisfied solution.

      Hello Any update ??

      I am still facing that, no solution yet.

    • Bestusefultips's avatar
      Bestusefultips
      Visitor
      5 years ago

      Same question here. I have a first-generation Google Pixel device running Android 10 OS.