HELP FILE

Starting Attended Support Sessions

You can either request to control the customer's device immediately, or start a chat-only session and request screen sharing or remote control when needed.

Figure 1. RescueAssist support session routes

Actual procedures may vary slightly depending on operating systems. RescueAssist session initiation follows the usual operating system behavior.

Table 1. Remote View/Remote Control availability per operating system
Platform Remote View Remote Control
Windows Yes Yes
Mac Yes Yes
Android Yes Yes
Note: Currently available for Samsung devices and supported versions of LG and Huawei devices.
Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The RescueAssist by LogMeIn Android app guides affected users through the simple installation of the required add-on app.
Chrome OS Yes No
iOS Yes No
Note: The availability of the Remote Control feature also depends on an account-level setting in the RescueAssist Administration Center.