Item: LogMeIn Rescue by GoTo
Rating: 10
Author: Martynas Strazdas

Use Cases and Deployment Scope

Very helpful tool when customers aren't on the corporate network or can't connect to the corporate network due to VPN restrictions/limitations/faults. Has the ability to run elevated if you have the right credentials for local admin account enterer. Great tool for transferring required files for troubleshooting and does automatically re-establish connection should the network drop, which is common in my supported locations.

Pros and Cons

Reconnects on connection drop.
Supports file transfer.
Allows running elevated hence can control elevated applications.
Supports low-colour or B&W for particularly bad network links.

When the connection drops, file transfer fails and does not support the resume function, meaning you have to restart the upload/download for the file rather than the resume left off. Particularly irritating when on connections that are unreliable; in my case - the majority of my clients are in Africa and very remote sites with poor connectivity.
Chat feature sometimes shows as unavailable - unable to chat to the customer after connection drops and re-establishes.
Sometimes showing as session offline but can actually control customer's machine.

Return on Investment

Certainly saved a lot of money during a pandemic when customers could not connect to the company network as VPN was broken, we were able to troubleshoot machines without having customers travel to sites.
Saved customers from having to travel long distances to address issues that can't be done without an analyst present; some customers work in very remote locations, which means it could be in thousands of USD spent in travels to the nearest corporate office for troubleshooting.

Alternatives Considered

Microsoft Endpoint Manager (Microsoft Intune + SCCM)

Rescue is much better than SCCM as it supports more features, can see multiple screens rather than just one (main) on SCCM, reconnects automatically on connection drops, and the file transfer feature is very useful.

Key Insights

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

Yes

Are you happy with LogMeIn Rescue by GoTo's feature set?

Yes

Did LogMeIn Rescue by GoTo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue by GoTo go as expected?

I wasn't involved with the implementation phase

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

Microsoft Endpoint Manager (Microsoft Intune + SCCM), Microsoft Remote Desktop Connection Manager (RDCMan)

Likelihood to Recommend

Well suited because it automatically re-establishes connection on network link drop. Sometimes though does not, but the majority of the time, it does. In parallel, sometimes I have control of the machine via Microsoft SCCM remote control tool, and I can see LMI123 dropping out, yet SCCM still maintains connection - not sure what is causing that, but certainly this could be improved. Very handy when you have a machine to restart and don't want to go through the same of explaining to a customer how to connect again, so LMI123 reconnecting on machine reboot is a particularly good feature. It is one of my most favorite tools for controlling pcs in locations with poor network connectivity.

Great and my preferred remote control tool overall, few small issues to iron out to make it perfect.

Overall Satisfaction with Rescue