Unable to record video in MRLE format
We want to record sessions with LogMeIn. Sometimes we want to share recorded videos with customers. Some customers have security restrictions preventing them from running AVICodec.msi (also, as far as built in apps, the codec only works for Windows Media Player Legacy not the new Windows Movies & TV/Photos/Media Player apps). Not all customers use Windows and it's just plain bad customer service to require the customer to install something just to play a video. We are fine recording using Microsoft RLE (MRLE) (even though it has significantly reduced quality and, as far as built in apps, only works with Windows Media Player Legacy). But I have encountered the following issue: 1. Set AVI -> Microsoft RLE (MRLE) for a group in the Administration Center and save the change. 2. Make sure to log out of LogMeIn Technician Console to make sure the changes have applied. 3. Start a new session, install applet, connect to it, etc... 4. Click Screen Recording. 5. The output file is still in RASC format. I know this because a machine that doesn't have the codec installed can't play it in Windows Media Player Legacy. I also run ffprobe on the file and it shows that the file has rasc encoding but if I run it on a file that has been converted to MRLE from RCREC with LogMeIn Rescue AVI Converter (installed via AVIConvert.msi) it will run in Windows Media Player Legacy and ffprobe doesn't show RASC encoding. I am able to configure a group to record in RCREC format and convert to MRLE with the LogMeIn Rescue AVI converter, but I would like to avoid requiring our technicians to do this process for every file. The AVI converter seems to crash, produce unreadable file, or produce a very distorted video if using a video in RASC format as input and converting to MRLE. I know ffmpeg is able to transcode RASC to other formats, but I'm not sure if we need permission from LogMeIn or some other party to legally be able to do that. Either way I can't install ffmpeg on our workstations or create a server to submit ffmpeg jobs to. It would be very nice if setting to record with MRLE format actually worked.
Loses remote mouse & keyboard during session
Running Rescue with a new customer (Window laptop). On this one computer we are having a problem with customer’s laptop losing mouse/keyboard function (happens within 15-20 minutes, often initially on connection). Have not found a reason but I asked the local IT tech if he could connect an external mouse & keyboard which is working normally - for sessions that are days long. This is not a great long term solution for a senior manager. I saw a CENTRAL post that referenced a keyboard and mouse setting; not found in RESCUE however. I would appreciate any suggestions or solutions THANKSRequest failed with status code 500 on WebTC
When trying to close or Hold a session on the WebTC I get the "Request failed with status code 500" error appear. When trying to hold or end the session on this installed client (tried on two separate PCs) the application hangs and will not close the session. All TCs state that the connection is active but it is crazy slow to respond (although it does after a long time when using file manager .... just). How can I close this session?As regular Administrator how to apply permissions to subgroup
Let's say I am just an administrator and I have technician group A -> technician group B -> technician group C with A being the top technician group and group B under A and C under B. All have technicians assign to them. I tried setting a permission in group A and I found that B and C didn't inherit those permissions nor did it silently inherit permission. I had to enable the permission I wanted on each group to get the LogMeIn console (with technician login in each group) to reflect those changes. If subgroups don't inherit settings is there at least a way to apply settings to subgroups?Failed Session in Rescue can't be Terminated
Sometimes when I attempt to connect to a machine where I have Unattended Access, the connection fails for some unknown reason. On the left side it says something like "Failed to establish connection to ...". Then, the session sits there until it eventually times out, and the connection timer just keeps running. Why isn't there a termination button? I have never seen a program like this that doesn't have a Stop / Quit / Cancel / End Session button. When I call LMI Tech Support, they can't tell me how to terminate a session either, and they act like waiting for it to eventually time out is an acceptable solution. This has been going on for a long time and LMI never fixes it. There should be an X at the end of the session line where I can terminate a session for any reason I want to. I don't know much about programming but it seems to me that putting in a Cancel button would be a very trivial exercise. Very frustrating.What does Unattended Search tab do?
In the technician console you are able to open the unattended computers window. In this window there is the Unattended Search tab. What does this tab do? I don't see it anywhere in the technician console documentation. Does the Connect to input box allow specifying IP? What is being searched, what is being inputted to search, and what is the format?