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RescueAssist Release Notes

Hi,

 

Please Subscribe to this post to be notified when new Release Notes are published for RescueAssist. The complete list of release notes is below with the more recent release featured at the top.

 

November 19, 2019

Pop-out Interaction Panel
Support agents can now open the customer interaction panel in a new window, thus dedicating the whole console screen to remote view.
Shortcut to Unattended Access Management
A new box on the Dashboard tab of the agent console offers quick access to the unattended device management flow allowing users to easily start setting up unattended access or view devices.
Improvements
  • When the agent tries to close the console browser window during an active session, they are now prompted for confirmation to avoid accidentally terminating a support session.
  • Various performance improvements to screen sharing.

November 11, 2019

Real Fullscreen Mode
The new fullscreen button in the agent console allows the agent to see the customer’s device screen fully stretched with a toolbar overlaid on the active screen thus making best use of the console screen area.
Improvements
Besides several major improvements in connectivity, reliability, and performance, this release introduces the following improvements:
  • The RescueAssist Unattended Access applications now check for updates daily
  • Smaller file size for session logs generated on the customers' macOS computers
  • Improved handling of files with accented characters in filenames

October 2, 2019

macOS Catalina support
RescueAssist supports macOS Catalina (10.15).
Media Quality Indicator
During a remote view, remote control, or unattended session, the new Media Quality Indicator shows the quality of the video stream.
Other improvements
  • Agents can start sessions from Safari on iOS and from Chrome on Android.
  • When elevating a remote view session into a remote control session by clicking Click to request Remote Control, agents need to confirm elevating the session.
  • Agents are notified if their customer is using an unsupported browser.
Bug fixes
  • Fixed a bug where screen sharing sometimes would not work if both the agent and the customer were using Firefox 69 or earlier.
  • Fixed a bug where screen sharing would sometimes not continue after a network outage.

September 10, 2019

Improved Networking
  • More robust, reliable connection
  • Support for multiple different proxies
  • Quicker connection recovery after a network outage
  • Proxy credentials are retained in the customer device's credential manager
Session wrap-up page
When a session ends, agents are redirected to a page that displays some basic information about the session, such as the name of the customer and the length of the session. Agents can also edit their notes on this page.
Video rotation
During a remote view or remote control session on mobile, agents can use a new button on the toolbar to rotate the video 90 degrees clockwise or counterclockwise.
Other improvements
  • During an unattended session, the name of the controlled device is displayed on the browser tab.

August 15, 2019

Agent Web Console

Multiple Monitors
If multiple monitors are connected to the customer's device, the agent can select which monitor they want to view during a Remote Control or Unattended session.
Agent Guide
The Agent Web Console now includes an interactive guide that walks agents through the steps needed to view the sceen of or remote control the customer's device.
Other improvements
  • Upgraded system components to improve stability and connection speed.
  • Fixed issues where an agent using Safari 12.1.1 would sometimes not be able to view the screen of or remote control the customer's device.
  • Fixed an issue where remote control would not work if the customer device was using basic authentication through an NTLM proxy.
  • Fixed an issue where the unattended application would sometimes crash on exit.

RescueAssist by LogMeIn Android app

  • Fixed an issue where sometimes during an unattended session screen sharing would not start..

August 5, 2019

Agent Web Console

  • At the beginning of a support session, customers are informed what to expect and what their options are during the session.
  • Fixed a bug where during a remote control session in Firefox the cursor would automatically jump to the top-left corner.
  • Upgraded system components to improve stability and connection speed.
  • If neither the customer nor the agent gives the name of the customer during the session, the name shows up on the Recording page as Not provided.

RescueAssist application (Windows) 1.0.0.273

  • Unattended Installers are now unique and tied to a specific company.
  • Fixed an issue where remote control and unattended sessions would sometimes not work on a Windows Server 2008 R2 (16 bit support) customer device.
  • Improved stability and connection time.

RescueAssist application (macOS) 1.0.0.266

  • Fixed issues where unattended devices would show up multiple times on the Devices tab.
  • Improved stability and connection time.

RescueAssist by LogMeIn Android app

  • Fixed a bug where during an unattended session on an Android device, screen sharing would not always start.

July 8, 2019

Agent Web Console

Unique Unattended Installer
Unattended Installers are now unique and tied to the selected device group.
Editable Customer Name
Both the agent and the customer can edit the CustomerName field during the entire session.
Other improvements
  • Agents receive a notification if the customer uses an unsupported browser.
  • All toolbar buttons are available in full screen mode.
  • Fixed a bug where the Chat Panel would automatically switch back to the default view when toggling between full screen and windowed mode.
  • Fixed a bug where a session started through the RescueAssist Slack integration would fail to connect.

RescueAssist application (Windows) 1.0.0.239

  • Fixed a bug where every time remote control started or restarted, the monitor being shared switched to the customer's default monitor regardless of the monitor selected.
  • Fixed an issue where an agent would not be able to use the mouse and keyboard while controlling a Windows 2012 R2 Server Hyper V Host customer device.
  • Connectivity and performance improvements to both attended and unattended support sessions.

RescueAssist application (macOS) 1.0.0.242

  • Connectivity and performance improvements to both attended and unattended support sessions.
  • Numpad characters are now transferred when remote controlling a macOS device.

RescueAssist by LogMeIn Android app

  • Fixed a bug where user actions by an agent would be offset on the controlled Android device.
  • Fixed a bug where the Install app from GooglePlay button did not open GooglePlay.

RescueAssist by LogMeIn iOS app

Improvements to Camera Share
  • Fixed a bug where on iOS 12.2 the Camera Share stream would stop after unmuting.
  • Fixed a bug where customers using Safari on iOS 12.2 were unable to pause and resume the Camera Share stream.

May 22, 2019

Agent Web Console

Unattended Support for selected Android devices
Agents can provide unattended support to Samsung and LG devices.
Account Info
Agents can add account related notes during a session.
Stability and user experience improvements to unattended sessions
  • Significantly sped up unattended device connection.
  • A new in session status was introduced for devices on the list of devices.
  • Fixed a bug where a device added via Group Policy could appear multiple times on the list of devices.
Other improvements
  • Reliability improvments to keyboard shortcuts
  • Stability improvements to file transfers
  • Consistency improvements to admin permissions

April 24, 2019

Agent Web Console

Session Notes
Agents can take notes during a session. The notes can be viewed in session reports.

April 16, 2019

Agent Web Console

File Browser available during Remote Control sessions
The File Browser functionality is now available during both unattended and Remote Control sessions. Agents can browse and download files from the customer's device using the FILES button on the toolbar in the top-right corner of the Agent Web Console.
Improvements to Devices tab
  • Only those devices are listed for agents to which they have access. An agent has access to a device in the following cases:
    • The device does not belong to any device group.
    • The agent has permission to the device group the device belongs to.
  • Agents can use the new Last Seen column to see when a device was last online.
  • Agents can filter the information displayed for devices by clicking CONFIGURE COLUMNS in the top-right corner of the Devices list. 
Other improvements
  • Agents can access the RescueAssist documentation directly from the toolbar using the question mark icon.
  • Fixed a bug where the customer name was missing from the browser tab of the Agent Web Console, the Session Commands drop-down menu, and Chat panel notifications.
  • Fixed a bug where the CTRL+ALT+DEL button was missing from the toolbar during unattended sessions.
  • Fixed a number of minor toolbar related issues, such as displaying the CTRL+ALT+DEL button even if the customer's device was running macOS.

RescueAssist application (Windows) 1.0.0.198

Stability improvements to Remote Control
  • Fixed a bug where remote control would not work in an unattended session if the screen of the customer's device was turned off.
  • Fixed a bug where in certain cases the RescueAssist by LogMeIn application MSI installer could not be installed using Group Policy.

RescueAssist application (macOS) 1.0.0.182

Stability improvements to Remote Control
  • Fixed an issue where a Remote Control session would sometimes freeze for a few seconds, so the agent was temporarily unable to see the customer's screen.
  • Fixed a bug where remote control would not work in an unattended session if the screen of the customer's device was turned off.
  • Fixed a bug where remote control would not work if the screen of the customer's device went to sleep mode.
Other improvements
Fixed a bug where the mouse cursor would not be visible during a Remote Control session.

March 21, 2019

RescueAssist Agent Web Console

Extensionless Flow
Remote View sessions no longer require the customer to download anything if the customer uses Firefox or Chrome version 72 or higher.
File Browser
During an unattended session, agents can browse and download files from the unattended device using the FILES button on the toolbar in the top-right corner of the Agent Web Console.
Dark Theme
For a new look and feel, agents can switch to Dark Theme in the Account drop-down menu in the top-right corner of the Agent Web Console.
Other improvements
  • A warning is displayed on the Devices tab for each device that uses TLS 1.0 or TLS 1.1.
  • The System Info tab now displays the country and city of the customer.
  • When setting up unattended access for a device during an attended support session, the agent can instantly move the device into an existing device group.
  • Fixed session recording related issues. For example, recordings saved as mp4 can now be played in Safari.
  • User experience improvements to session ending and reconnect handling.

RescueAssist application (Mac) 1.0.0.179

  • Sped up unattended session startup.
  • Fixed an issue where an agent remote controlling a customer device would see a blank screen after switching to a different user account on the controlled device.
  • Fixed an issue where during an unattended support session an agent would see a blank screen but could use their mouse or keyboard to interact with the customer's device.
  • Fixed an issue where the System Info tab did not display anything for the Customer name field.

RescueAssist application (Windows) 1.0.0.195

Store Unattended Customer Credentials
On a device already set up for unattended access, the customer's login credentials can be saved by right-clicking the RescueAssist by LogMeIn application icon on the system tray. If an agent connects to the device when the customer is logged out, the agent is automatically logged in using the saved credentials.
Other improvements
  • Reliability improvements to the handling of RescueAssist by LogMeIn application icons on the system tray.

February 22, 2019

Besides the new copy-paste functionality and unattended device shortcuts, this release also brings stability and user experience improvements to the RescueAssist Agent Web Console.

Unattended Device Shortcuts
Agents can use desktop shortcuts to start unattended support sessions. To create a shortcut for a device, on the Devices tab under Actions, click and hold Connect next to an online device and drag it to your desktop.
Clipboard Sync
Agents can use Clipboard Synchronization during remote control to save time and avoid errors by directly copying and pasting text between their computer running the Agent Web Console and the customer's device.
Other Improvements
  • Paid-up users can buy the RescueAssist Mobile add-on license directly from the web console.
  • The web console now prompts for confirmation before ending a session.
  • Agents can resize the Device Groups list by dragging the vertical ruler next to the list.
  • The OS type and version is displayed for devices. Click a device on the Devices tab to see it.
  • Stability improvements to unattended access.

February 5, 2019

RescueAssist Agent Web Console

  • Since the 26th of January 2019, agents can remote control devices that are running Windows 7.
  • Agents can select and copy-paste any element on the Agent Web Console. For example, a support key, the name of a device group, and so on.
    Tip: Agents can still use the Copy to Clipboard icon to copy-paste the support key.
  • Administrators with multiple accounts can clearly see which account they are currently operating from. To see or change the account in use, open the Account drop-down menu in the top-right corner of the Agent Web Console. The currently used account has a check mark next to it.
  • The Report Abuse form is displayed in the language selected as the active language on the customer's computer. If the form is not available in the customer's language, the English version is used.
  • Fixed an issue where an agent using Safari would not be able to use their mouse to scroll on a customer's device during a remote control session.
  • Various small fixes and improvements to unattended device group handling.

RescueAssist application (Windows) 1.0.0.128

  • Improved reliability and stability of update handling.

January 24, 2019

RescueAssist application 1.0.0.112 (Windows) and 1.0.0.94 (Mac)

  • Improved stability, reliability, and performance on both Windows and Mac.

RescueAssist Agent Web Console

Improvements to Attended Support Sessions
  • In case of suspected abuse, customers can end the session immediately and report the abuse directly from web chat.
  • Agents receive desktop and browser notifications of new web chat messages.
  • The RescueAssist Web Chat is displayed in the language selected as the active language on the customer's computer. If the web chat is not available in the customer's language, the English version is used.
Improvements to Device Group handling
  • Administrators can edit GoToAssist Remote Support (G2A) device groups in the RescueAssist Agent Web Console. For example, they can rename G2A device groups or move G2A devices into RescueAssist device groups.
  • Each device group must have a unique name.
  • For each device group listed on the Devices tab, the agent console displays the total number of online and offline devices.
  • The search box at the top of the Devices tab includes in its placeholder text the name of the selected device group.
  • On the Devices tab, the placeholder text in the search box includes the name of the selected device group.
Various improvements and fixes
  • Agents can send feedback to the RescueAssist development team directly from the console by clicking the Feedback button.
  • Fixed an issue where an agent using Chrome71 would sometimes see a blank screen after connecting.

RescueAssist by LogMeIn iOS app 1.1.3

  • More precise Device Information when SIM Card has been removed from the device.
  • Each Support Key can only be used to start one unique session.
  • Agents and customers receive banner notifications on new chat messages if broadcasting is on.

RescueAssist by LogMeIn Android app 1.1.3

  • Agents can get basic system information about Android devices they support by typing simple slash commands in the chat field of the web console.

December 3, 2018

Improvements to the Agent Web Console

Setting up unattended access to multiple domain machines (Windows MSI)
The Windows MSI installer makes it possible for system or domain administrators to set up unattended access on up to 5,000 domain machines simultaneously.
Task Manager button
The agent web console now offers a Ctrl+Alt+Del button on the session toolbar that allows agents to activate the login dialog box on the customer's computer during a remote control session.
Keyboard event handling for Samsung devices
Shift+character combinations are now supported for the English keyboard layout.
Note: This feature makes use of the new version of the RescueAssist by LogMeIn Android app (v1.2.0).

LogMeIn Remote Support applet 1.0.0.83 (Windows)

  • Improved the flow that is used to reconnect the applet with the session when connection has been temporarily lost.
  • This version of the applet supports setting up unattended access to multiple domain machines (Windows MSI).
  • This version of the applet supports the use of the new Ctrl+Alt+Del button on the session toolbar of the agent web console allowing agents to activate the login dialog box on the customer's computer during a remote control session.

Improvements and fixes

  • Customer name and Device name are now displayed on the list of recordings on the Recordings tab of the agent web console.
  • When a customer initiates a support session from Slack, their Slack username is now transferred into the session to appear as Customer name.
  • The new RescueAssist by LogMeIn iOS app (v1.1.2) fixed an issue where the use of the iOS Broadcast feature caused the loss of connection with the agent.
  • The Admin Mode button now gets disabled on the agent console toolbar once Admin Mode has been successfully activated.
  • Reliability and quality improvements to session recording.
  • Chrome web store localization for the RescueAssist by LogMeIn browser extension.

November 23, 2018

LogMeIn Remote Support applet 1.0.0.72 (Windows)

  • Fixed an issue where the applet would not always reconnect following a problem in network connectivity.
  • This version of the applet brings stability improvements to unattended access.

Improvements to the Agent Web Console

Sending Files
Agents can now use the Send File button on the toolbar (as an alternative to the plus icon in the chat field) to send files to their customers. No size restriction applies to files to be sent.
New animated backgrounds for connection statuses
New animated backgrounds bring a modern look and feel for the agent workspace.
Display customer name in browser tab
When submitted by the customer at the start of the session, their name is now displayed in the browser tab hosting the session, so agents can easily identify which tab belongs to which customer in a multi-session scenario.

Fixes

  • Fixed an issue where the agent web console froze when the agent clicked the Snapshot toolbar button before the customer allowed access to their screen.
  • The File Send button has been removed from the toolbar in case of SeeIt Camera Share sessions, where file sending is not available by design.
  • Fixed an issue where System Information was not available during sessions started from Slack.
  • Fixed issues where the Customer name was not displayed properly in cases when the name was too long or contained special characters.
  • Fixed an issue where devices for which unattended support had been set up were not displayed properly on the Devices tab of the agent web console.

November 19, 2018

This release includes enhancements to the RescueAssist mobile experience.

Remote Control Support for LG and Huawei Devices
Customers on supported devices can now download the Rescue LG Add-On or Rescue Huawei Add-On component from the Play Store to get support by RescueAssist agents taking control of their devices.
Get iOS Device Info through Chat
Agents can get basic system information about iOS devices they support by typing simple slash commands in the chat field of the web console.

For detailed information, see Managing a Remote Control/Remote View Session on Mobile.

 

Glenn is a member of the LogMeIn Community Care Team.

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1 REPLY 1
LogMeIn Manager

Re: RescueAssist Release Notes

Hi,

 

All of the existing RescueAssist release notes have now been republished here, with the most recent release at the top. We will edit the post to add new releases as they happen and bump this thread to notify all who are subscribed.

 

Thanks!

Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
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