Remote Support: How do I allow a technician remote connect?

After all other troubleshooting have been exhausted, it may become necessary for the Product Support Technician to remote connect for further assistance. Here are the connection instructions:

Chat Support

  1. The technician will send a "Download Applet" prompt.
  2. Once the "Download Applet" prompt has been clicked, the file Support-LogMeInRescue.exe will be available in your downloads to run. If you are using another browser, you can find assistance locating your downloads here.
  3. Click "OK" on the User Account Control.
  4. Click "Ok" on the remote connection pop up. 

Phone Support

  1. In your email, locate the technician-generated connection email coming from direct-connect@logmeinrescue.com.
  2. Click the link included in the email to download the one time use applet. This link is only valid for 10 minutes.
  3. Once the applet has been downloaded, the file Support-LogMeInRescue.exe will be available in your downloads to run. If you are using another browser, you can find assistance locating your downloads here.
  4. Click "OK" on the User Account Control.
  5. Click "Ok" on the remote connection pop up. 

Desktop Icon

Always having issues running the installer? Click here to add an MTI Remote Support icon to your desktop. This multi-use desktop icon can be used to contact our chat support for everyday questions or to assist a phone technician with establishing a remote connection.

  1. Click here to download MTI Remote Support multi-use desktop icon.
  2. Run the MTI-LMI-Calling-Card.msi download.
  3. Click "Next" on the installer.
  4. Click "Next" again on the installer.
  5. Click "Finish" to complete set up.
  6. You can now launch a remote support session from your desktop by clicking on the MTI Remote Support icon.
  7. Run any necessary updates by clicking "Continue".
  8. Click "Ok" after the update is finished.
  9. Fill out the contact form with your name, email, and product.
  10. Click "Connect".

Did this help answer your question?

thumbs up
thumbs down

Thanks for the feedback! 🙏🏽