cancel
Showing results for 
Search instead for 
Did you mean: 
LogMeIn Manager

RescueAssist Release Notes

Hi,

 

Please Subscribe to this post to be notified when new Release Notes are published for RescueAssist.

 

Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
4 REPLIES
LogMeIn Manager

Re: RescueAssist Release Notes

11/19/2018 Release Notes

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.

 

Bug Fixes:
• Fix System Information in Unattended sessions (before the fix we had no system information during the unattended session)
• Fix agent names after session transfer (before the fix the name of the new agent doesn’t appear but we always displayed the name of the agent initiated the support session)
• Send customer name from Fastsupport to RescueAssist session
• Fix “Last Online” value for Unattended devices

 

New (mini) features:
• Unlimited size for File Transfer and a new “FILE SEND” button on the toolbar
• Delete/Rename/Move Unattended devices on the Devices TAB
• On the Devices TAB visualize GTARS vs RA devices
• iOS App:
                     o Localization
                     o 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.
• Android: 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.

Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
LogMeIn Contributor

Re: RescueAssist Release Notes

11/23/2018 release notes:

 

  • New version of Windows applet (1.0.0.72) has been released including:
    • Fixes for the issue when the applet would not always reconnect following a problem in the network connectivity.
    • Stability improvements to unattended access.

 

  • Mobile Add-on handling -  removed free access to the mobile add-on for camera share and Android/iOS support

 

Improvements to the Agent Web Console

  • Implementation of new animated backgrounds for connection statuses in order to bring a modern look and feel to the agent workspace.
  • Display CustomerName 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.

 

Bug Fixes

    • Remote Control Toolbar fixes:
      • Before the fix, clicking on the “Snapshot” toolbar button before the customer’s screen was shared resulted a complete freeze of the web-console until a refresh using F5.
      • File Send button has been removed from the toolbar in case of Seeit Camera Share sessions, where file sending is not available by design.
    • CustomerName Related fixes:
      • Fixed issue where the CustomerName was not displayed properly in cases when the name was too long.
      • Fixed issue where the CustomerName was not displayed properly in cases when the name contained special characters.
    • Fixed and issue where System Information was not available during sessions started from Slack.
    • Fixed the issue where a blank page appeared on Devices tab instead of the unattended devices of the agent.
LogMeIn Contributor

Re: RescueAssist Release Notes

12/3 Release Notes:

 

Web Console Improvements:

 

  • CTRL ALT DEL added to menu bar
    • Use to send CTRL ALT DEL command to the remote machine when in a support session that is in Admin Mode.
  • MSI Installer for Unattended Devices
    • Access the new MSI installer option from the Devices tab
  • Improved Recordings
    • Improvements made to recording services to improve reliability and quality of the recordings
  • Extension Localization in Google Play Store
  • New Singapore region

Mobile Improvements:

  • Localization of new instructions for users to install the new remote control add-ons for LG and Huawei
  • Keyboard event handling during remote control sessions
    • Ability to enter information on the remote device using shift+key combinations

Bug Fixes:

  • Fixed an issue where the Admin mode button is still clickable when admin mode is already activated
  • Fixed an issue where only the remote view or remote control part of the recording is saved if user stops screenshare before remote control
  • Slack: Send customer name from Slack to RescueAssist session
    • Now the customer name in slack is automatically passed to RescueAssist when a session is initiated via slack
  • Recordings: Fixed an issue where CustomerName/DeviceName was missing from the Recordings list
LogMeIn Contributor

Re: RescueAssist Release Notes

1/24/19 Release Notes

 

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.