Item: LogMeIn Rescue
Rating: 10
Author: Ildiko Kaszas

Overall Satisfaction with LogMeIn Rescue by GoTo

Use Cases and Deployment Scope

We use LogMeIn Rescue by GoTo to remotely access those computers that are connected to the company network. The main functions are to collect details of certain symptoms (usually screenshots) , to troubleshoot, and to allow a remote system administrator logon (purposes: software installation or IT troubleshooting). Problem 1: Sometimes the sizing of the window isn't optimal, making it difficult to navigate down to the taskbar of the specific screen or to the "close" button in the top right corner of an application window. Problem 2: Some screen resolutions are not the optimal orientation, again the navigation between the multiple screens can be a challenge (even the zoom level could require constant adjustments in those cases). Otherwise, the absolute majority of the functions work all fine, we enjoy using this tool.

Pros and Cons

Pros

auto-reconnect
remote reboot
mouse cursor
multiple connection formats are on offer

Cons

when zoomed in to larger resolution, an "instantly jump to the edge of the window" arrow would be lovely instead of the manual full drag with the mouse
I would introduce a further role: invite a further person to only watch the session and not even move the mouse cursor or see the chat texts, no authorization levels, only join the display window and give me advice via another channel
for unexperienced endusers: enable them to expand their initial screen for further detailed explanations, to make the process more user-friendly (some of them want to read details of what exactly is happening when they are confirming our admin logon as the additional step, etc.)
a warning pop-up 1 minute before the window times out would come handy....

Usability

on a scale of 1-10, from technical level 3 onwards it's all perfect for them, some technical level 1 users really struggle, technical level 2 users need a lot of additional explanations before they are comfortable with even the confirmation windows for the connection itself

Security

The accesses are strictly limited, absolutely secure. We are happy with it.

Nobody who is unauthorized could join the remote sessions, customers see that the unique invitation links etc. make it all secure.

Customizability

Management pre-customizes for us, certain functions are intentionally missing, which we are all aware of.

Alternatives Considered

only briefly used HP's remote tool, LogMeIn Rescue by GoTo has got more features

Key Insights

Do you think LogMeIn Rescue delivers good value for the price?

Yes

Are you happy with LogMeIn Rescue's feature set?

Yes

Did LogMeIn Rescue live up to sales and marketing promises?

Yes

Did implementation of LogMeIn Rescue go as expected?

Yes

Would you buy LogMeIn Rescue again?

Yes

Likelihood to Recommend

LogMeIn Rescue by GoTo's remote administator logon works fine, the auto-reconnect works fine, the remote reboot works fine. The direct transfer of an installation file or log file would be a time-saver, but that perhaps exceeds the capacities of this tool. Our customers are in Switzerland can have computers in the wrong language for us, it could help when the other language support colleague could directly join, but the wrong region blocks totally for them, the trusted contact relationship between two LogMeIn users would help a lot, as an alternative list of partners whom we could also invite in a session (by default, we cannot add them at all).

LogMeIn Rescue Feature Ratings

Comments

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LogMeIn Rescue by GoTo is a very handy tool