Your local support center can help you online with our live remote-assistance tool. To receive additional assistance, you can share your monitor, mouse, and keyboard with a member of our support team. While on the phone, your support representative will provide you with a six digit support code. Enter that code into the box below. When prompted, download the small, virus-free plug-in. From there, you will maintain control of your own desktop while we assist you.

For immediate support, please enter your six-digit code below and click “Connect to representative.”

Frequently Asked Remote Assistance Questions

How does this service work?

Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your support representative to view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times.

Can my support representative look through files without my knowledge?

Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information. Once the support session has ended, all access rights to the customer’s device are revoked.

How is security maintained?

A secure online system should always meet the following objectives: Authentication of the communicating parties, negotiation of encryption keys without a man-in-the-middle intercepting them, exchange messages confidentially, detect if a message has been modified in transit.

SSL/TLS, short for Secure Socket Layer and Transport Layer Security, has been designed to provide support for the above steps. Originally created by Netscape Communications Corporation in the mid-90s, it has since become the de facto standard for secure communications over the Internet and has been endorsed by Visa, MasterCard, and American Express. The SSL implementation used by LogMeIn Rescue is OpenSSL.

After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.

Are there any files or folders left on my computer after the session ends?

Nothing is permanently installed on your computer. A small applet is downloaded when the session starts and is removed when the session ends.