LogMeIn Rescue remote support tool

LogMeIn Rescue is the tool our Support Representatives use to connect remotely with customers and view their screen.

To join a LogMeIn Rescue session:

  1. Go to logmein123.com.
  2. Enter the PIN given to you by the Representative. Show me.
    log me in rescue pin screen
  3. Click Start Download. This is not an installation, just a one-time file that lets the remote session open on your computer. Show me.
    log me in rescue pin screen with download button
  4. Run the download file, Support-LogMeInRescue.exe.
  5. Scroll to the bottom of the Terms & Conditions. Show me.
    terms and conditions
  6. Click Accept.
  7. If you receive a message that User Account Control (UAC) is enabled on this PC, click OK. Show me.
    user account control prompt
  8. If you receive a message asking if you want to allow this app to make changes to your device, click Yes. Show me.
    user account control prompt 2
  9. Once the session starts, you'll see a Thomson Reuters session window. Show me.
    log me in rescue session window
  10. Click OK to grant permission for the Representative to view your screen. Show me.
    log me in rescue permission prompt
  11. If you want to end the session, close the Thomson Reuters session window. Show me.
    log me in session window

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Internal notes


Internal: LogMeIn Rescue