Forum Discussion

BlackRock's avatar
BlackRock
New Member
3 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 ...
AmberW's avatar
AmberW
GoTo Contributor

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
3 years ago

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

 

  • AmberW's avatar
    AmberW
    GoTo Contributor
    3 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

    • cmassone's avatar
      cmassone
      New Contributor
      3 years ago

      BETA is doing the same thing

      no improvement

      • AmberW's avatar
        AmberW
        GoTo Contributor
        3 years ago

        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.