Logmein Rescue 7.5 Update has Rendered my Rescue Un-Usable

[BlackRock]

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 do anything for my customers.

So far, on four different sessions, I can see the customer moving their mouse, and they are telling me what is in front of them, but my screen is up to a minute behind.

I am suddenly thrust back into the dark ages of working at an internet tech support job, circa 2001, when there was not remote support, and I would guide customers strictly over the phone through speech.

[AshC]

Hello @BlackRock ,

I'm sorry to hear about the recent trouble with the latest update.

I see that Amber W replied to your duplicate post, with this: 

At the Support Site we have a linked Rescue 7.50 FAQ that mentions the following: 

What changes are necessary for using next gen media?

Users will need to enable the following domains to use nextgen media:

• *.logmeinrescue.com.
• *.remoteview.logmein.com
• turn.console.gotoassist.com

We do not recommend explicit IP allowlisting of LogMeIn ranges. If URL allowlisting is not feasible, refer to the list of LogMeIn IP addresses.

If this has been checked already, can you tell us more about your environment, including the OS version, and PC model / hardware in use? 

[cmassone]

I am experiencing the same issue after upgrading Logmein Rescue
Please fix this!!

[cmassone]

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]

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]

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]

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

[AmberW]

@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]

BETA is doing the same thing

no improvement

[AmberW]

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.