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HELP FILE

How to Start a PC/Mac Session via PIN Code

Follow this procedure to connect to a customer using a PIN code.

• The first time a technician logs on at the LogMeIn Rescue website from a particular PC, a small software client is offered for download and installation. A Technician Console client MSI installer is also available in case the automatic download and install does not succeed. Restriction: On a Mac, the Technician Console cannot be run in a browser.
• Click this link to download the Technician Console for Mac app. In the Downloads box, double-click LogMeInRescueTechnicianConsoleMAC.dmg. Follow instructions to drag the LogMeIn Rescue icon to your Applications folder. The application is now installed on your computer.
• This application works fine with Mac OS X 10.5.0 or later. This Mac app was originally developed by LogMeIn, Inc. The following version: 1.0 is the most frequently downloaded one by the program users. LogMeIn Rescue for Mac lies within System Tools, more precisely Remote Computing. Our antivirus scan shows that this Mac download is malware free.

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LogMeIn Rescue is a web-based, SaaS remote support tool that combines remote control with chat and diagnostic capabilities. It enables a support technician to diagnose and fix common device issues.

The agent's Technician Group must have permission to start Private Sessions.

Logmein Technician Console Desktop App

The agent's Technician Group must have permission to use the PIN Code connection method.

1. On the Session toolbar, click New Session.
2. Type the customer's name or other identifier in the Name field.
   You will use this name to identify the session on the Active Session tab and in the Session List.
3. Select the PIN Code tab.
4. Click Create PIN Code.
   Rescue generates a 6-digit PIN code and displays it in the Generate New Session window and in the Session Log.
5. Ask the customer to go to the PIN code entry site.
   Desktops and notebooks connect at www.LogMeIn123.com.

   Tip: Cannot access www.LogMeIn123.com? Try www.123Rescue.com.
6. The customer enters the PIN and clicks Connect to technician.
   The customer will see a dialog box asking him to download the Rescue Applet.
7. Tell the customer to download the Applet.
   The download should take about 15 to 30 seconds.

   Note: The download procedure may vary depending on the customer's operating system and browser.
8. Once the download is complete, ask the customer to click Run to execute the Applet.
   Once the Applet is installed, the customer status will change from Connecting to Waiting.
9. Pick up the session by selecting it in the Session list and clicking Start.

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