Security - LogMeIn uses an SSO solution that allows secured logins. It also requires authentication for the user being assisted.
Ease - LogMeIn is very easy to use and allows for simple tools like whiteboards and automated memos that allow one to expand on their experience.
Speed - LogMeIn allows for fast file transfers that work immediately. The remote desktop sharing is also very efficient, as I've never encountered any issues across a variety of connection speeds.
Timeouts - LogMeIn has a very short timeout period when it detects no activity. This can make it difficult to balance between multiple tasks.
No user side requests can be made. I would love to implement a solution that allows an end-user to request a remote session that a technician can then accept rather than only allowing the technician to initiate.
Email follow-ups to end-users would be nice. If they shared the technician name and remote desktop time stamps that could help them in case they need to file time exceptions or track time with their leadership.
I have some customers who have trouble getting to the logmein123.com website. They try to do a search for the site and it comes up with hundreds of choices.
After the customers download the installer the questions the installer asks scares them, as if we could cause harm to their system.
Better support for servers with unattended access. The unattended access works well, but occasionally will get disabled or uninstalled on servers and needs to be reconfigured.
On a scale of 1 to 10 for my customers to get connected, I'd give it an 8.
Once I connect I see their whole screen as if it were mine. I've used two other connecting softwares, theirs are not that way.
Dragging a file from their computer to mine is easy as dragging a document from one to folder to another on your own computer, easy peasy.
Although I only help one company at a time, I can connect to many of their workstations at a time. Each workstation is a tab, it works just like tabs on an internet browser.
Two questions to ask to connect confuses customers, A LOT. A few times I've needed administrator rights and it occasionally has required a Windows username and password from MY USER. 75% don't know it.
It's the most expensive in the marketplace but for me it's worth it.
The initial download for the user can be confusing when it comes to downloading and running the applet. It can vary across platforms such as MAC vs PC.
Would love to see a way to mirror multiple screens better. For example, we log in to a customer that has 2 screens and we have two screens on our workstation. I would like to see both screens at the same time in full-screen mode (this is very common).
Would like the ability to save the "Computers" that we have unattended access to.
Unattended access - simple to set up, just works, and is less hassle to clients as they don't have to walk through the connection process for repeat sessions.
Screen capture - a great tool to save errors, etc. You can save these in client records for history/billing purposes.
History/Notes - helpful for billing purposes. Can also be saved in client records for historical lookups.
Unattended access service seems to fail and/or not start at times.
After Windows updates, sometimes remote session does not reconnect after rebooting to install updates.
Sometimes a session that is having trouble connecting will get "stuck" in the session list showing "connecting" and there is nothing you can do to end it or try to restart it.
One of my favorite features in unattended access. Particularly for servers this feature allows me to keep updates and policies current without disrupting customers daily use.
As long as my customers have good internet, copying files back and forth to troubleshoot data problems is a snap.
When I need to roll out updates I can make changes once and update multiple computers quickly.
I wish Windows server access didn't require entering a password multiple times.
Troubleshooting hardware problems is more difficult than it should be.
I work a lot with dot matrix printers, it would be nice to be able to update printer settings remotely. This is a joke because you need to touch the printer to change firmware settings.
Advanced features are hard to turn on and off. For example, Rescue will occasionally log me into the user's computer with the credentials I'm using to open Rescue. I still don't know how to disable this feature.
Sales processes are salesman driven. I get it for new customers but constantly having to deal with sales representatives and fighting higher pricing is a pain.
We occasionally need to bring a competitor into the mix in order to maintain pricing.
I am deskside support tech at a major medical center, and with many locations and remote users, I can assist when users are off-site or even out of the country.
I can assist users that are not able to remote into their office and can correct issues on their home PCs to allow remote work.
I can see user's errors directly on the screen when they are off-site.
Secure remote access with Smart Card authentication (20)
8.7
Access to sleeping/powered-off computers (33)
8.3
Over-the-Internet remote session (80)
9.1
Initiate remote control from mobile (35)
7.7
Remote management of servers & workstations (56)
9.1
Remote Active Directory® management (27)
8.6
Centralized management dashboard (41)
8.1
Session record (55)
8.9
Annotations (37)
8.6
Monitoring and Alerts (31)
7.1
Multi-platform remote control (49)
8.9
What is LogMeIn Rescue?
About LMI Rescue Rescue
Remote Support software from LogMeIn is a remote
support solution for PCs, Macs, and mobile devices. Rescue is designed to help IT teams to
offer fast technical support and ensure a secure remote
support session for both the IT professional and the end user. From small
teams of IT helpdesk technicians to enterprise-level organizations, Rescue aims to offer the flexibility needed to remotely support employees and customers, as
well as enable remote work.
