Elevating as a service
When a customer connects to us we often need admin privileges, which requires us to enter an admin username and password into the Technician Console on our side. If the client doesn't want to share admin credentials with us, is there a way for them to elevate the session on their end? GoToAssist Corporate allows us to elevate the session so that the UAC prompt shows on the customer's side-- meaning it can be elevated without them needing to share their account credentials with us. Any help is greatly appreciated!
Rescue Calling Card in multi-user Linux environment
Hello, we have an issue with multi-user Linux setup. When the first user runs the application, the directory was created with the following owner and permission: [11:24] support@yk-lws22-01:~$ ls -la /var/tmp/rescue/ total 12 drwxrwx--- 3 support support 4096 Feb 7 09:51 . drwxrwxrwt 13 root root 4096 Mar 12 10:13 .. drwxrwxr-x 2 support support 4096 Feb 7 09:51 calling-card [11:24] support@yk-lws22-01:~$ ls -la /var/tmp/rescue/calling-card/ total 8 drwxrwxr-x 2 support support 4096 Feb 7 09:51 . drwxrwx--- 3 support support 4096 Feb 7 09:51 .. But if the second user tries to run the application, he gets the error: Mar 12 09:47:33 yk-lws22-01 rescue-callingcard.desktop[1237564]: what(): filesystem error: cannot create directories: Permission denied [/var/tmp/rescue/calling-card/] Distributor ID: Ubuntu Description: Ubuntu 22.04.5 LTS Release: 22.04 Codename: jammy rescue-callingcard: 7.52.6235 Do you have any ideas? Thanks
Unattended Access Failing – Connecting Then Drops
We have about 100 devices we've deployed the unattended MSI to via Intune. It's been working fine since last year but as of late we are unable to log into the majority of the devices. A mixture of 22H2/23h2 (Zoom Rooms) devices. Still looking into the details (Windows updates have been paused on these devices but seeing if perhaps manual updates have been performed by one of our teams). MSI is 7.5.2 1119.0. They show in the LogMeIn rescue technician console, are online, and functional, and we can authenticate (and Intune reporting indicates the software is still installed on these devices), but after authentication it says connecting for about 20 seconds and then disappears. Happening to all of us, and on most of the deployed to devices. Is there an optimal way to identify root cause here? I'm waiting on our onsite team to validate connectivity, restart the devices, verify no recent updates, validate what firewall we're using on these devices/any changes to Forcepoint or CrowdStrike, etc., but just curious if there might be something I'm missing in the meantime. For what it's worth I installed on one of my test devices, it didn't work initially, but subsequently it did (unsure if this coincided with a message I saw "This session has expired and can no longer be used, to start a new session this applet must be downloaded again" from the host device after the initial attempt. I closed this message and then attempted remoting in again and then it worked, however is consistently doesn't work on the other devices. I also see that a new version of the MSI via the admin center unattended install. I've packaged it and plan on testing the new version to determine if this remediates but only want to do that if necessary. Any requirements/logs/etc. I should be homing in on, here? Any help is appreciated!
LogMeIn Rescue keeps kicking us out every couple of minutes
Hi, we have a third party that uses LogMeIn Rescue for support that CAN connect but they are reporting that they are getting kicked out every few minutes. On our Firewall, we have set up LAN >> WAN Source is: Our Internal IP range Destination is the following FQDN's (below) which I found on support.logmeinrescue.com Ports HTTP/HTTPS *.logmein.com *.logmeinrescue.com *.logmeinrescue-enterprise.com *.logmein-gateway.com update-cdn.logmeinrescue.com *.logmein123.com *.123rescue.com *.support.me *.rescuemobile.com *.oty.com *.logmeininc.com *.remoteview.logmein.com *.turn.console.gotoassist.com *.logmein123.eu *.logmeinrescue.eu *.logmein.eu *.logmeinrescue-enterprise.eu *.rescuemobile.eu Have I missed any FQDN's that may be causing the issue? Or is there anything else I need to add, maybe IP's or extra ports. If we make it destination ANY, then all works fine so it must be the destination FQDN's to something else missing. Many thanks for your time.
Rescue Script Repository Thread- Share your scripts
Welcome to the new LogMeIn Community. One of the things that we would like to foster is the sharing of lots of great ideas and neat tips and tricks. I thought that I would get the ball rolling by publishing the LogMeIn Rescue Scripts that I use on a day to day basis, when I’m doing product demonstrations. These are fairly basic, but hopefully it will get everyone thinking of how powerful this feature can be. Scripts are a great way to automate repetitive, mundane or pain in the neck tasks. I have provided a few scripts which perform individual tasks but I have worked with a lot of users who combine multiple tasks into a single script. So when you are providing remote support and it is your standard operating procedure to perform tasks A,B,C and D for troubleshooting or diagnostic purposes, then chances are, you can automate those tasks with LogMeIn Rescue scripting. Haven’t had the opportunity to dabble with scripts in Rescue yet? No problem, below are step by step instructions on how to get scripts set up in your Technician Console. Additional instructions can be found in the LogMeIn Rescue Technician Console Users Guide, in the section named "Working with Scripts" https://secure.logmeinrescue.com/Common/Pdfs/rescue_tech_console_userguide.pdf 1. Create a folder named LogMeIn_Rescue_Scripts anywhere on your C: drive (best in a location that won’t be moved) and put the XML file in there. 2. Within the LogMeIn_Rescue_Scripts create six individual folders named: a. Defrag_Info_Sample b. Drivers_Details_Sample c. MAC_Info_Sample d. One_Click_Ipfonfig_Sample Normally step 2 is not required in the real world, but the software we use for the community only allows me to upload individual files, not folders. 3. Copy the scripts (below) into the corresponding folder which you created in step 2. 4. Open up the Technician Console, click on “options” (upper left corner) then select “Edit Scripts.” 5. Click the “Import” button then browse to the LogMeIn_Rescue_Scripts folder and point to the XML Document and this will import the scripts. Once your scripts have been imported you will notice that you have the option to run a given script when the customer applet starts after you have connected to a remote computer. You can also change the order in which the scripts appear in your Technician Console, so you can move frequently used scripts towards the top, and lesser used scripts to the bottom. Do you have a great script that you use and think will be useful to others? If so, email it along with a brief explanation to rescuescripts*at*logmein*dot*com and I will post them to the community. If you do send me some examples please let me know if you would like to make an anonymous contribution or if it’s OK that I can use your name and/or LogMeIn community login name. The following scripts are available to download as a zip file attached to this post: Defrag Info, Cdrive.cmd Driver Info, driverdetails.cmd MAC Address, getmacaddress.cmd IP Config, startipconfig.cmd Use of these scripts are at your own risk. The scripts are provided “as is” without any warranty of any kind and LogMeIn disclaims any and all liability regarding any use of the scripts. Please see the following Terms and Conditions for more information. Message Edited by AndyS on 11-13-2008 02:38 PM Message Edited by Rob H on 11-23-2009 09:01 AM Post Edited by GlennD on 12/12/2024 3:30 PMUnable 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?