HELP FILE

What's New in GoToAssist Remote Support v5

Read our release notes about the latest features and improvements.

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.

GoToAssist Remote Support v5 Agent Console - May 6, 2021

Improved:

Fixed an issue where devices for which unattended access had been installed using GoToAssist Remote Support v4 were not visible on the Devices tab of the GoToAssist Remote Support v5 Agent Console.

GoToAssist Remote Support v5 Agent Desktop Console Windows (v. 5.6.1.35) and Mac (v. 5.6.1.39) - April 15, 2021

New:

New Menus
New menus improve the user experience of the Agent Desktop Console.
Header Hamburger Menu (Win)/Menubar Menu (Mac)
Most features and functionalities of the Agent Desktop Console are now also available from these menus.
Taskbar Context Menu (Win)/Dock Menu (Mac)
Basic Session Management functionalities are now also available from these menus.
Systray Icon Context Menu (Win)/Menubar Icon Menu (Mac)
Basic Session Management functionalities are now also available from these menus.
Customizable Application Settings
Users can now set the default download folder for the Agent Desktop Console.
Windows
Header Hamburger Menu > Files > Preferences
Mac
Menubar Menu > GoToAssist Agent Desktop Console > Preferences
Application-wide Keyboard Shortcuts
Users can now perform most typical Agent Desktop Console tasks by using Keyboard Shortcuts.
Desktop Shortcut
The Agent Desktop Console now creates a desktop shortcut icon upon installation or the first update.

Improved:

  • The GoToAssist Remote Support v5 Agent Desktop Console now uses OpenSSL 1.1.1k for better security.
  • Instead of the default Windows look and feel, the Agent Desktop Console header is now customized for the GoToAssist Remote Support v5 branding.
  • When agents choose to view the customer's screen in full screen mode during a remote view or remote control session, they now get a true full screen experience.
  • Support sessions can now be started faster from the Agent Desktop Console.
  • General stability and reliability improvements.

GoToAssist Remote Support v5 Agent Console - April 13, 2021

Improved:

  • Fixed an issue where the Devices tab of the Agent Console sometimes got stuck in loading phase, so no information was displayed for unattended devices.
  • Fixed an issue where Fullscreen mode during a remote control session was not using the whole screen area.
  • General stability improvements for unattended service.

GoToAssist Remote Support v5 application for Windows (v. 5.3.2.1017) and Mac (v. 5.3.2.1029) - March 29, 2021

Improved:

  • If the unattended support application crashes, the unattended service will now be restarted automatically in order to reduce the possibility of unattended devices getting stuck in offline status.
  • The unattended installer will not run if it detects the same version already being installed on the device.
  • Fixed an issue that sometimes caused multiple systray icons of the unattended support application to appear.
  • Fixed an issue where switching users on the customer's Windows computer caused the unattended service to go offline.
  • Fixed an issue where the unattended support application would not start after being updated, thus causing the device to get stuck in offline status.

Active Directory Connector (v2.1.0.467) – March 10, 2021

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Improved:

  • Updated the text for "Jive PBX Extension" to "GoToConnect PBX Extension" in the Edit attribute mapping configuration window.
  • Fixed an issue in which the user was not able to resize the Active Directory Connector window.

GoToAssist Remote Support v5 Agent Console - March 8, 2021

New:

More Transparent Status Information for Unattended Devices
The Status field on the Devices tab now not only displays if the device is online or offline but also how long it has been in that status. This made the Last online field redundant, so that is no longer displayed.

Improved:

  • The In Session value displayed for Status on the Devices tab now gives more reliable information in case of longer unattended sessions.
  • Fixed the issue where a device was listed on the Devices tab with No data displayed when the customer declined permission for setting up unattended support or when the permission timed out.
  • General stability improvement for unattended access.

GoToAssist Remote Support v5 application for Windows (v. 5.2.1.883) and Mac (v. 5.2.1.898) - March 2, 2021

Improved:

  • The GoToAssist Remote Support v5 support application is now fully localized. For information about supported languages and how language selection works, see Customer-side Language Settings.
  • The GoToAssist Remote Support v5 support application now uses OpenSSL 1.1.1i for better security.
  • Fixed an issue where the support application got disconnected after the agent restarted it as a system service (admin mode).
  • Various fixes and stability improvements for Unattended Access.
    • Fixed an issue where after autologin (using stored credentials) to an unattended device the unattended session crashed.
    • Fixed an issue where the unattended service kept disconnecting after the user closed the GoToAssist Remote Support Unattended Access application.
    • Fixed an issue that did not allow stopping the unattended service, which caused problems, for example, during the update of the unattended support application, the rebooting of the customer's device, or when the customer tried to sign out of their device.

GoToAssist Remote Support v5 Agent Console - February 25, 2021

New:

Last Accessed Field for Unattended Devices
The new Last accessed field on the Devices tab displays the time when a connection to the unattended device was last established.
Labels for Android Devices
A label (custom attribute) can now be applied to Android devices set up for unattended access. Click HERE for detailed information about using labels for easier device search.
In-product Help Widget
Clicking the Help icon in the GoToAssist Remote Support v5 Agent Web Console now opens the In-product Help (IPH) search widget, so users can search for support articles without leaving the Agent Web Console.

Improved:

  • Fixed an issue where a remote control session was limited to remote view access after the agent transferred the session or refreshed the browser page running the agent web console.
  • Fixed an issue that made it impossible for agents to start remote control while in a remote view session with a customer who was in a different region.

GoToAssist Remote Support v5 application for Windows (v. 5.1.2.675) and Mac (v. 5.1.2.699) - January 20, 2021

New:

Stored unattended device credentials from v4 available in v5
Stored login credentials for unattended access set up in GoToAssist Remote Support v4 can now be used in the Remote Support v5 Agent Console.

Improved:

  • Improved updater reliability for the unattended support application
  • Improved connection reliability for the unattended support application
  • Fixed a problem where very large log files were generated when the unattended support application could not go online
  • Fixed problems that prevented the unattended support application from being installed on Windows 7

LogMeIn Admin Center (v5.29.0) – January 15, 2021

Improved:

  • All references to the following texts have been updated throughout the Admin Center:
  • Added feature description to the Custom Field pane in Admin Settings. Learn more about managing custom fields.
  • Updated User Status feature so that accurate messaging with further instruction is reflected within their status on both the Manage Users and User Details pages.
  • Fixed issue in which the "Status" tooltip window was displayed as transparent on the Manage Users page.
  • Fixed issue in which the Custom URL radio button can be selected within the Personal Meeting Room pane in Admin Settings.
  • Fixed issue in which the account name value was missing in user invitation emails.

GoToAssist Remote Support v5 Agent Console - January 15, 2021

New:

Agent Web Console Localization
The GoToAssist Remote Support v5 Agent Console is now available in the following languages:
  • English
  • French
  • German
  • Italian
  • Portuguese (Brazilian)
  • Spanish
Restriction: The Agent Desktop Console is currently available in English.

For step-by-step information about changing the language setting, see How to Set Agent Console Language.

Improved:

Fixed an issue where session recordings could not be deleted.

GoToAssist Remote Support v5 Agent Console - December 18, 2020

Improved:

  • The maximum length of the name for unattended devices is now limited to 255 characters.
  • Fixed a problem where session keys expired sooner than the expected one hour for paid accounts.
  • Fixed minor user interface issues.

GoToAssist Remote Support v5 Agent Console - December 10, 2020

New:

Unattended Device Labels
Labels can be applied to unattended devices as custom attributes, so these devices can be searched for as an arbitrary group. This makes it possible to group and search for devices along any lines relevant for your operation.

For detailed information about this feature, see How to Use Labels for Easier Device Search.

Note: This feature is available in both the Agent Web Console and the Agent Desktop Console.

Improved:

  • Improved session starting flow for scenarios where the agent does not have Remote Control permission.
  • Fixed an issue where the Devices sidebar buttons were not visible on MacBook Pro 13" devices.
  • Fixed visual artifacts in Safari 14.
  • Fixed unattended connection stability issues.

GoToAssist Remote Support v5 Agent Desktop Console Windows (v. 5.4.0.21) - December 3, 2020

New:

The Agent Desktop Console can now be installed per-user without administrator privileges. Per-computer install still requires administrator privileges.

GoToAssist Remote Support v5 application for Windows (v. 5.0.0.505) and Mac (v. 5.0.0.461) - November 30, 2020

Improved:

  • Fixed an issue where the Program Files prompt kept appearing randomly.
  • Fixed issues that caused problems and occasional crashes when launching the support application.

LogMeIn Admin Center (v5.28.0) – November 16, 2020

New!

Updates to "Invite User" Flow
Admins can now invite users that have an active profile in another account, and those users can choose to accept or decline the invitation. If accepted, their user profile will move to the new account, along with their session history, upcoming scheduled sessions, and recordings. If users do not take action, admins can resend the invitation or delete them. Previously, users (whose profiles already existed in our system) were required to contact Customer Care in order to transfer to a new account.
Updates to Product Logos for User Statuses

Admins can now easily recognize users who have been invited to join their account but have not yet activated their account by the hollow product logos () displayed for the user under the Product status column on the Manage Users page. Alternatively, when the user joins the admin's account, their product logos are filled in (). Previously, the product logos were filled regardless of status. View more information about changing user statuses.

Improved:

  • The "Delete Users" window includes more details on how to retain user data if needed.
  • All references to the following texts have been updated throughout the Admin Center:

    • Suppress email notification has been changed to Do not notify users about this change when a user's product access and/or role has changed
    • Invited has been changed to Invite sent under the user Status column
    • Reinvite has been changed to Resend under the user Status column for re-sending the Welcome email invitation

GoToAssist Remote Support Android app (v. 2.1.0-217) - November 16, 2020

New:

Remote Control Support for Brands Not Using Add-On Applications
An additional mode of remote control has been added to the GoToAssist Remote Support Android app providing remote capabilities for an extensive set of Android devices.

For detailed information, see Remote Control for Android Devices.

GoToAssist Remote Support v5 application for Mac (v. 5.0.0.459) - November 12, 2020

New:

Big Sur Support
GoToAssist Remote Support v5 now supports macOS Big Sur (11.0.1).

GoToAssist Remote Support v5 Agent Desktop Console Windows (v. 5.3.0.19) and Mac (v. 5.3.0.29) - November 4, 2020

Improved:

  • The Agent Desktop Console now automatically restarts after an update
  • Performance improvements
  • Minor bug and UI fixes

LogMeIn Profile Management Portal Service – October 23, 2020

New!

Other Ways to Sign In – Support for LastPass and Apple Accounts
Users now have the ability to connect their LastPass and/or Apple account to their LogMeIn product user account at https://profile.logmeininc.com/signin-security. Once connected, users can sign in to their LogMeIn product account instantly by selecting their connected account on the product sign in screen or on the My Account page at https://myaccount.logmeininc.com. Previously, users could only connect their Facebook, Google, LinkedIn, and/or Microsoft accounts.
Note: As before, if an account admin has enforced SAML SSO (Enterprise Sign-In) as the only sign-in method for all users on the account, those users will not be presented with any additional sign-in options.

LogMeIn Admin Center (v5.27.0) – October 20, 2020

New!

Manage Report Access for Agents
Account admins can now configure the "Access to recordings and reporting" pane in Admin Settings to choose between allowing agents to access both session recordings and reporting for all users, or only allowing agents to access their own session recordings (which excludes reports). Previously, this account-wide setting could only be configured for session recordings, not reports.
Note: By default, admins are able to view all reports and session recordings for agents.
Additionally, all existing accounts before this release will continue to be configured to allow all agents to access all recordings and reports, whereas all accounts created after this release will be configured to restrict agents to access only their own recordings and excludes access to reports. However, this account-wide restriction/allowance privilege can be changed for all users within the account's Admin Settings.

Improved:

  • Fixed issue in which scrolling through data displayed tables was not rendering properly when using Safari.

LogMeIn Admin Center (v5.26.0) – October 01, 2020

Improved:

  • Fixed issue that caused overlapping text when resizing the browser and GoToAssist Remote Support is listed among other products under the New User Settings Template pane.

LogMeIn Admin Center (v5.25.0) – September 30, 2020

New!

New Email Templates Available to All Admins
All account admins are now enabled to use the new Welcome and Assignment Change email templates, which were introduced to most accounts in a previous release. Admins can view and configure these new email templates within Admin Settings under Email Customizations.

GoToAssist Remote Support v5 Agent Console - September 29, 2020

Improved:

  • Improved the performance and reliability of the Devices list.
  • All columns are now searchable on the Devices list with the exception of Device Group (names) and Last Online (dates).
  • Page size selection is now stored for the Devices list.
  • The Session will be recorded message is now displayed before the actual screen sharing starts.
  • Fixed a compatibility issue with the Grammarly browser extension.
  • Fixed an issue where agents were able to control the customer's device even if they did not have Remote Control permission granted in the Admin Center.
  • Other user experience and bug fixes.

GoToAssist Remote Support v5 application for Windows (v. 5.0.0.473) and Mac (v. 5.0.0.426) - September 23, 2020

Improved:

  • Fixed an issue where certain devices set up for Unattended Access appeared duplicated on the list displayed on the Devices tab.
  • Fixed an issue that sometimes caused a reconnection loop.
  • Fixed an issue related to loading BIOS information from the customer's computer
  • Fix for an applet starting problem.

GoToAssist Remote Support v5 Agent Console - September 16, 2020

New:

Paging Unattended Devices List
The list of devices set up for Unattended Access displayed on the Devices tab has been improved with a paging functionality. Handling even thousands of devices should not affect performance.

GoToAssist Remote Support v5 Agent Console - September 10, 2020

New:

Auto Admin Mode
Agents can choose to start a Remote Control session in Admin Mode to avoid having to manually elevate later during the session.
Note: This feature is available in both the Agent Web Console and the Agent Desktop Console.

For more information, see the related note at the end of this article.

GoToAssist Remote Support v5 Agent Desktop Console Windows (v. 5.2.0.17) and Mac (v. 5.2.0.24) - September 1, 2020

New:

Reverse Screen Share
Reverse Screen Share is now available in the Agent Desktop Console allowing agents to share their screen with the customer during a Remote View or Remote Control session.
Dark Mode
Dark mode is now available for both the Windows and Mac version of the Agent Desktop Console.

For detailed information about the Agent Desktop Console (including download links), see GoToAssist Remote Support v5 Agent Desktop Console.

Improved:

  • Fixed the Start Desktop Session behavior for the Mac version of the Agent Desktop Console.
  • Fixed key mapping for AZERTY keyboards.
  • Various other crash fixes.

GoToAssist Remote Support v5 Agent Web Console - September 1, 2020

New:

Session Timeout
Session timeout (the time after which a session is automatically closed if no customer joins) has been increased to 60 minutes for paid accounts.
Design Update
Updated design for the Recordings and Devices pages.

Improved:

  • Fixed an issue where This session is no longer available. message appeared after navigating away from the Recordings tab.
  • Fixed an issue where the Details panel was blank after navigating away from a Device Group.

GoToAssist Remote Support v5 application for Windows (v. 5.0.0.466) and Mac (v. 5.0.0.418) - August 27, 2020

Improved:

  • Various reliability and crash fixes
  • Fixes for unattended device duplication issues
  • Fixed an issue where Ctrl-Alt-Del was sometimes not working

GoToAssist Remote Support v5 application for Windows (v. 5.0.0.461) and Mac (v. 5.0.0.411) - August 18, 2020

New:

The GoToAssist Remote Support v5 application for Mac is now rebranded to the GoToAssist look and feel.

Improved:

  • Fixes for applet update and start issues.
  • Fixed an issue where the agent was not able to reconnect to the unattended session after the customer performed a logout-login.
  • The number of times the applet tries to update has been limited.
  • Temporary files left by unsuccessful applet updates are now deleted.

End of Support for TLS 1.0/1.1 affecting Windows XP and Windows Server 2003 - August 18, 2020

In order to maintain the highest level of security within our services, LogMeIn disabled support for TLS 1.0/1.1 in our infrastructure and now only supports browsers running more secure TLS versions.

What this means for you is that you will no longer be able to use the GoToAssist Agent Web Console on Windows XP or Windows Server 2003 with the default Internet Explorer browser because it does not support the more secure TLS versions. If you use either of these operating systems, you will need to use Google Chrome 49 to run the GoToAssist Agent Web Console.

GoToAssist Remote Support v5 application for Windows (v. 5.0.0.445) - July 29, 2020

Improved:

  • Fixed an issue where an update loop prevented the applet from updating to the latest version.
  • Fixed an issue where the failure to update the applet caused repeated re-downloads taking up large storage space on the customer's computer.
  • Fixed an issue where large log files were generated.
  • Reliability improvements to attended and unattended sessions.

Admin Center (5.23.0) – July 23, 2020

Improved:

  • Fixed issue that caused inaccurate product entitlements in the user account when assigning conflicting products.

GoToAssist Remote Support v5 Agent Console - July 8, 2020

New:

Agent Web Console
  • RescueAssist is now GoToAssist Remote Support v5, so we have updated the look and feel of the Agent Web Console
  • Desktop Console sessions can now be initiated from the Web Console.
Agent Desktop Console
The GoToAssist Remote Support v5 Agent Console is now available as a standalone, native application for Windows and macOS offering the same features and functionalities as the Agent Web Console with the exception of Session Transfer and Reverse Screen Sharing.

For detailed information (including download links), see GoToAssist Remote Support v5 Agent Desktop Console.

Reverse Screen Share
Agents can now share their screen with the customer during a Remote View or Remote Control session, so they can provide visual guidance to the customer without taking control of the customer's device.
Restriction: Reverse Screen Share is currently only available from the Agent Web Console.

GoToAssist Remote Support v5 application for Windows (v. 5.0.0.409) - July 8, 2020

New:

RescueAssist is now GoToAssist Remote Support v5
This version introduces the GoToAssist brand look and feel.
Reverse Screen Share support
The GoToAssist Remote Support v5 application for Windows now supports the Reverse Screen Share feature allowing agents to share their screen with the customer.

Improved:

  • Faster connection for Unattended Access
  • Improved performance and speed
  • Admin Mode reliability and flow enhancements
  • Improvements to Unattended Access and proxy handling

LogMeIn Admin Center (v5.22.0) – July 08, 2020

New!

RescueAssist has rejoined the GoToAssist family as GoToAssist Remote Support v5
Accordingly, the existing GoToAssist Remote Support offering is now referred to throughout the product as GoToAssist Remote Support v4.
As a result, the following services will inherit these changes throughout:
Agents can locate the product version number they are currently using in their account details by clicking the user account drop-down menu in the top right of the agent console at https://up.gotoassist.com (GoToAssist v4) and https://console.gotoassist.com (GoToAssist v5) and viewing the "Current Version" listed. Learn more.

RescueAssist by LogMeIn application for Windows (v. 1.0.0.388) and Mac (v. 1.0.0.374) - May 26, 2020

New:

Guided Permission Flow for Mac Users
A new guided flow helps customers on Mac navigate through enabling the macOS security permissions necessary for Screen Sharing and Remote Control.
SOCKS5 Proxy Support
RescueAssist now supports SOCKS5 proxy authentication.

Improved:

Admin Mode
  • Fixed an issue where if the support session was started with a user not having Admin privileges, valid Admin credentials were not accepted.
  • Fixed an issue where if the customer did not have Admin credentials, and the agent attempted to enter these, the applet would crash.
  • Various other reliability fixes and improvements.
  • Improved unattended connection reliability for both Windows and macOS
  • Improved user experience for the scenario where Remote Control is temporarily disabled as now a notification is displayed to the agent
  • Fixed an issue where Unattended Access originally set up by MSI was to uninstall without Admin credentials
  • Proxy server reliability improvements
  • Applet UI improvements

March 26, 2020

Agent Web Console

Zoom feature (New)
Agents can now zoom on the customer's screen during a session if the resolution on the customer's screen is too high to be properly displayed in the agent console.
Dashboard Improvements
  • The Dashboard and Session tabs have been merged for simpler navigation.
  • Camera Share now has its own dedicated box on the dashboard. Now a Camera Share session can be started directly from the dashboard, not on the second Create Session page.

RescueAssist by LogMeIn application for Windows (v 1.0.0.363) and Mac (v. 1.0.0.343 )

Improvements and fixes
Besides general reliability improvements, this release of the RescueAssist application features the following improvements and fixes:
  • Improved proxy support during attended sessions for the following proxy types:
    • Transparent
    • Password-based
    • Windows Challenge/Response
    • Kerberos
  • Reduced application size
  • Reliability improvement to rebooting the customer's device
  • Reliability improvement to closing remote control sessions
  • Reliability improvements the Admin Mode feature
  • Improved unattended access reconnection when waking a remote computer from sleep mode
  • Improved compatibility with Azure Active Directory accounts
  • Fixed an issue where the CTRL+ALT+DEL combination was not working properly when the agent was trying to log in to the customer's computer.
  • Fixed an issue that prevented the RescueAssist application from restarting properly
  • Fixed an issue that caused wrong operating system information to be displayed for computers running Windows Server 2008 or Windows Server 2019.
  • Fixed an issue that prevented the RescueAssist application to start on computers running Windows 7 or Windows 10.
  • Fixed an issue that prevented restarting the RescueAssist application in Admin Mode (Windows System Service)
  • Fixed an issue that caused high CPU usage
  • Fixed an issue where the system tray icon did not appear after unattended access was set up on a computer.
  • Fixed an issue that intermittently prevented stored autologin credential from being accepted

March 9, 2020

Safari 13 and Chromium-based Edge support

Safari 13 and Microsoft Edge based on Chromium now work with zero download Remote View.

Improvements
  • Fixed an issue where orphaned sessions were not closed properly.
  • Fixed an issue where the media session was not closed when the agent transferred the session.
  • Several minor UX improvements.

February 7, 2020

Improvements
  • The Media Quality Indicator uses an updated calculation method.
  • Various connectivity and reliability improvements to Remote Control and Remote View.
  • Several improvements in reliability.

November 19, 2019

Pop-out Interaction Panel
Support agents can now open the customer interaction panel in a new window, thus dedicating the whole console screen to remote view.
Shortcut to Unattended Access Management
A new box on the Dashboard tab of the agent console offers quick access to the unattended device management flow allowing users to easily start setting up unattended access or view devices.
Improvements
  • When the agent tries to close the console browser window during an active session, they are now prompted for confirmation to avoid accidentally terminating a support session.
  • Various performance improvements to screen sharing.

November 11, 2019

Real Fullscreen Mode
The new fullscreen button in the agent console allows the agent to see the customer’s device screen fully stretched with a toolbar overlaid on the active screen thus making best use of the console screen area.
Improvements
Besides several major improvements in connectivity, reliability, and performance, this release introduces the following improvements:
  • The RescueAssist Unattended Access applications now check for updates daily
  • Smaller file size for session logs generated on the customers' macOS computers
  • Improved handling of files with accented characters in filenames

October 2, 2019

macOS Catalina support
RescueAssist supports macOS Catalina (10.15).
Media Quality Indicator
During a remote view, remote control, or unattended session, the new Media Quality Indicator shows the quality of the video stream.
Other improvements
  • Agents can start sessions from Safari on iOS and from Chrome on Android.
  • When elevating a remote view session into a remote control session by clicking Click to request Remote Control, agents need to confirm elevating the session.
  • Agents are notified if their customer is using an unsupported browser.
Bug fixes
  • Fixed a bug where screen sharing sometimes would not work if both the agent and the customer were using Firefox 69 or earlier.
  • Fixed a bug where screen sharing would sometimes not continue after a network outage.

September 10, 2019

Improved Networking
  • More robust, reliable connection
  • Support for multiple different proxies
  • Quicker connection recovery after a network outage
  • Proxy credentials are retained in the customer device's credential manager
Session wrap-up page
When a session ends, agents are redirected to a page that displays some basic information about the session, such as the name of the customer and the length of the session. Agents can also edit their notes on this page.
Video rotation
During a remote view or remote control session on mobile, agents can use a new button on the toolbar to rotate the video 90 degrees clockwise or counterclockwise.
Other improvements
  • During an unattended session, the name of the controlled device is displayed on the browser tab.

August 15, 2019

Agent Web Console

Multiple Monitors
If multiple monitors are connected to the customer's device, the agent can select which monitor they want to view during a Remote Control or Unattended session.
Agent Guide
The Agent Web Console now includes an interactive guide that walks agents through the steps needed to view the sceen of or remote control the customer's device.
Other improvements
  • Upgraded system components to improve stability and connection speed.
  • Fixed issues where an agent using Safari 12.1.1 would sometimes not be able to view the screen of or remote control the customer's device.
  • Fixed an issue where remote control would not work if the customer device was using basic authentication through an NTLM proxy.
  • Fixed an issue where the unattended application would sometimes crash on exit.

RescueAssist by LogMeIn Android app

  • Fixed an issue where sometimes during an unattended session screen sharing would not start..

August 5, 2019

Agent Web Console

  • At the beginning of a support session, customers are informed what to expect and what their options are during the session.
  • Fixed a bug where during a remote control session in Firefox the cursor would automatically jump to the top-left corner.
  • Upgraded system components to improve stability and connection speed.
  • If neither the customer nor the agent gives the name of the customer during the session, the name shows up on the Recording page as Not provided.

RescueAssist application (Windows) 1.0.0.273

  • Unattended Installers are now unique and tied to a specific company.
  • Fixed an issue where remote control and unattended sessions would sometimes not work on a Windows Server 2008 R2 (16 bit support) customer device.
  • Improved stability and connection time.

RescueAssist application (macOS) 1.0.0.266

  • Fixed issues where unattended devices would show up multiple times on the Devices tab.
  • Improved stability and connection time.

RescueAssist by LogMeIn Android app

  • Fixed a bug where during an unattended session on an Android device, screen sharing would not always start.

July 8, 2019

Agent Web Console

Unique Unattended Installer
Unattended Installers are now unique and tied to the selected device group.
Editable Customer Name
Both the agent and the customer can edit the CustomerName field during the entire session.
Other improvements
  • Agents receive a notification if the customer uses an unsupported browser.
  • All toolbar buttons are available in full screen mode.
  • Fixed a bug where the Chat Panel would automatically switch back to the default view when toggling between full screen and windowed mode.
  • Fixed a bug where a session started through the RescueAssist Slack integration would fail to connect.

RescueAssist application (Windows) 1.0.0.239

  • Fixed a bug where every time remote control started or restarted, the monitor being shared switched to the customer's default monitor regardless of the monitor selected.
  • Fixed an issue where an agent would not be able to use the mouse and keyboard while controlling a Windows 2012 R2 Server Hyper V Host customer device.
  • Connectivity and performance improvements to both attended and unattended support sessions.

RescueAssist application (macOS) 1.0.0.242

  • Connectivity and performance improvements to both attended and unattended support sessions.
  • Numpad characters are now transferred when remote controlling a macOS device.

RescueAssist by LogMeIn Android app

  • Fixed a bug where user actions by an agent would be offset on the controlled Android device.
  • Fixed a bug where the Install app from GooglePlay button did not open GooglePlay.

RescueAssist by LogMeIn iOS app

Improvements to Camera Share
  • Fixed a bug where on iOS 12.2 the Camera Share stream would stop after unmuting.
  • Fixed a bug where customers using Safari on iOS 12.2 were unable to pause and resume the Camera Share stream.

May 22, 2019

Agent Web Console

Unattended Support for selected Android devices
Agents can provide unattended support to Samsung and LG devices.
Account Info
Agents can add account related notes during a session.
Stability and user experience improvements to unattended sessions
  • Significantly sped up unattended device connection.
  • A new in session status was introduced for devices on the list of devices.
  • Fixed a bug where a device added via Group Policy could appear multiple times on the list of devices.
Other improvements
  • Reliability improvments to keyboard shortcuts
  • Stability improvements to file transfers
  • Consistency improvements to admin permissions

April 24, 2019

Agent Web Console

Session Notes
Agents can take notes during a session. The notes can be viewed in session reports.

April 16, 2019

Agent Web Console

File Browser available during Remote Control sessions
The File Browser functionality is now available during both unattended and Remote Control sessions. Agents can browse and download files from the customer's device using the FILES button on the toolbar in the top-right corner of the Agent Web Console.
Improvements to Devices tab
  • Only those devices are listed for agents to which they have access. An agent has access to a device in the following cases:
    • The device does not belong to any device group.
    • The agent has permission to the device group the device belongs to.
  • Agents can use the new Last Seen column to see when a device was last online.
  • Agents can filter the information displayed for devices by clicking CONFIGURE COLUMNS in the top-right corner of the Devices list.
Other improvements
  • Agents can access the RescueAssist documentation directly from the toolbar using the question mark icon.
  • Fixed a bug where the customer name was missing from the browser tab of the Agent Web Console, the Session Commands drop-down menu, and Chat panel notifications.
  • Fixed a bug where the CTRL+ALT+DEL button was missing from the toolbar during unattended sessions.
  • Fixed a number of minor toolbar related issues, such as displaying the CTRL+ALT+DEL button even if the customer's device was running macOS.

RescueAssist application (Windows) 1.0.0.198

Stability improvements to Remote Control
  • Fixed a bug where remote control would not work in an unattended session if the screen of the customer's device was turned off.
  • Fixed a bug where in certain cases the GoToAssist Remote Support application MSI installer could not be installed using Group Policy.

RescueAssist application (macOS) 1.0.0.182

Stability improvements to Remote Control
  • Fixed an issue where a Remote Control session would sometimes freeze for a few seconds, so the agent was temporarily unable to see the customer's screen.
  • Fixed a bug where remote control would not work in an unattended session if the screen of the customer's device was turned off.
  • Fixed a bug where remote control would not work if the screen of the customer's device went to sleep mode.
Other improvements
Fixed a bug where the mouse cursor would not be visible during a Remote Control session.