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
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.
Cons
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.
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.
LogMeIn Rescue has been used throughout the company as a definitive tool to assist with remote support. I am part of the helpdesk team, and as a support analyst, I use it together with my team to solve problems and answer user requests remotely. It is software with great design and construction, easy to access, and be accessed remotely to install applications, drivers, printers and solve technical problems on users' devices. I also use it to interact with users using messaging and file transfer.
Pros
Outstanding for secure remote support of user devices.
Allows interaction with users using chat.
Multiple sessions.
Scheduled remote diagnostics.
Helps you to troubleshoot and install applications remotely.
Cons
Reports can be better.
A bit complicated interface for beginners.
Likelihood to Recommend
It is recommended for any scenario that has user assistance and a technical support center. Remote access saves time and improves the experience of troubleshooting and fulfilling user requests with their computers. Access is simple and fast and can be accessed even when the user is not present at the computer. The price is moderate but meets all the requirements promised to customers.
IT Support uses this across the organization. The ability to type in passwords, auto-reconnect after a disconnect, joining VPN, or rebooting are all fantastic. Pretty seamless. I work in the UK and support people in the USA, Canada, Bahrain, Saudi Arabia, China, Singapore & Malaysia, as well as my home country of course. LogMeIn is my tool of choice to resolve my end user's tech issues.
Pros
Auto reconnect on loss of connection.
Full Windows system control through the applet.
Easy fileshare.
System info window for running processes are very helpful.
Cons
Video conference/webcam to chat with user at the same time.
Easier for corporate users to give full control to the tech. Those UAC windows confuse the user.
Chat window is old, small, kinda ugly and in need of a refresh.
Likelihood to Recommend
Well suited for personal PCs that don't have UAC enabled. A little more challenging to talk the user through giving full system control to the tech than I would like. I now send them an SOP to follow so I can get the app running as a Windows System Service.
We utilize Rescue for both onsite and offsite user support. It is primarily used by IT. It allows instantaneous access to computers that are otherwise difficult to physically get to.
Pros
Fast connection
WIde range of tools (remote control, file transfer, etc.).
Cons
Complicated interface.
Advanced features are hard to turn on and off. For example, Rescue will occasionally log me into the user's computer with the credentials I'm using to open Rescue. I still don't know how to disable this feature.
Likelihood to Recommend
LogMeIn Rescue is a solid choice for remote assist. I've had a lot of trouble reliably using Rescue to deploy software or other commands, so it may not be as well suited for that.
