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Forum Discussion

BlackRock's avatar
BlackRock
New Member
4 years ago

Logmein Rescue 7.5 Update has Rendered my Rescue Un-Usable

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 ...
cmassone's avatar
cmassone
New Contributor
4 years ago

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!!!

 

GlennD's avatar
GlennD
GoTo Manager
4 years ago

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.

 

  • AmberW's avatar
    AmberW
    GoTo Contributor
    4 years ago

    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.

     

     

    • cmassone's avatar
      cmassone
      New Contributor
      4 years ago

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

       

      • AmberW's avatar
        AmberW
        GoTo Contributor
        4 years ago

        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