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New Contributor

Not able to click on some remote items

When doing a remote support session I am not able to click, scroll or execute some, not all files on the remote computer and I have to ask my client to do it.

 

I have a Windows 10 computer with 24 GBRAM.

8 REPLIES
LogMeIn Contributor sv5
LogMeIn Contributor

Re: Not able to click on some remote items

Hello robanthony!

Thank you for your feedback.

It is by design if your rescue applet was not running in Windows System Service mode and the currently logged in user was not admin on their PC, than you cannot click or execute on programs remotely that is needed to run as an administrator.

You can restart the Rescue applet in Windows System Service mode if it is not disabled in the Admin Center and you or the customer know the actual admin credentials to solve this issue.

Best,

Sandor

Active Contributor

Re: Not able to click on some remote items

We have run into this twice now.  There is an option to restart the applet as a system service.  That typically works fine, but we get this pop up message with two of our customers.

 

{9AC5A050-6998-49A8-8D5A-AD0201331B80}.png

 

We know that users need to have administrative rights.  Why does this pop-up appear? This user does have administrave rights on their Windows 10 system. Is there something else that it could be? 

 

 

ApplicationFrameHost_2018-06-05_16-52-17.png

 

LogMeIn Contributor sv5
LogMeIn Contributor

Re: Not able to click on some remote items

Hello Pete!

I'm a bit confused, so I have to ask some further details about the issue.
Did you take that second screenshot from the end user's side or the technician side?
The fact that a technician is logged in as an administrator to their computer is irrelevant  to the applet (end user) side.

If the logged in end user is not an admin, than the technician may restart the applet in a Windows Service mode. To be able to do  that the technician has to enter an admin credentials that is valid on the end user's computer. If that credential is not a valid admin user in the end user's computer, than a warning window will be popped up (screenshot 1).

Best,

Sandor

Active Contributor

Re: Not able to click on some remote items

This is for the end user. End user is logged in as administrator. 

 

We understand how to restart the applet in a windows service mode.  That is what we typically do.  This is a rare situation

LogMeIn Contributor sv5
LogMeIn Contributor

Re: Not able to click on some remote items

Thank you for the clarification. I assume that those rare situations only occurs on Win10?

Could you try our Beta applet on those end users? When you create a new private session you should change the URL from https://secure.logmeinrescue.com/R?i=2&Code=123456 to https://beta.logmeinrescue.com/R?i=2&Code=123456 before sending it to the client.

As far as I remember we have fixed a similar issue in the Beta applet.

Best,
Sandor

Active Contributor

Re: Not able to click on some remote items

We typically give our customers a 6 digit pin and have them go to www.logmein123.com.  Is there a way to use the beta applet link with a pin?  Will "http://beta.logmein123.com" work?  or is there another url that we can use? 

LogMeIn Contributor sv5
LogMeIn Contributor

Re: Not able to click on some remote items

That URL is fine, and you can use https://beta.logmeinrescue.com/Customer/Code.aspx too.

Active Contributor

Re: Not able to click on some remote items

Thank you. We  will try the beta with our customer and let you know how it works.