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Contents
About LogMeIn Rescue+Mobile......................................................................................................3
Customer Smartphone System Requirements.................................................................................................................3
Setting Up LogMeIn Rescue+Mobile...............................................................................................4
How to Subscribe to Rescue+Mobile..............................................................................................................................4
How to Enable Technicians to use Rescue+Mobile.........................................................................................................4
About Permissions in Rescue+Mobile............................................................................................................................4
How to Customize Rescue+Mobile Applet Appearance...................................................................................................4
Rescue+Mobile Applet Settings.....................................................................................................................................5
Administration Center Settings by Smartphone Platform ...............................................................................................5
Connecting to Customers................................................................................................................6
About the SMS Connection Method................................................................................................................................6
SMS Connection, Step One: The Technician Activates the Session...................................................................................6
SMS Connection, Step Two: The Customer Installs and Runs the Applet.........................................................................6
SMS Connection, Step Three: The Technician Picks up the Session.................................................................................7
Controlling Smartphones using Rescue+Mobile..............................................................................8
Technician Console Functionality by Smartphone Platform............................................................................................8
The Customer Experience: Rescue+Mobile ....................................................................................................................8
Smartphone Hot Keys....................................................................................................................................................9
Advanced Topics for Windows Mobile..........................................................................................10
How to Connect to a Windows Mobile device via ActiveSync.........................................................................................10
Advanced Topics for BlackBerry....................................................................................................11
How to Set BlackBerry Device Permissions....................................................................................................................11
Wireless Applet Deployment to BlackBerry smartphones..............................................................................................12
How to Uninstall the Applet from a BlackBerry.............................................................................................................12
About Advanced BlackBerry Connection Settings..........................................................................................................12
Legal Notice..................................................................................................................................13
Configure mobile device settings Allow members to manage mobile device settings using the Device
Configuration tab in the Technician Console.
Tip: Download the logo template to see a sample logo that conforms to all format requirements.
1. On the Organization Tree, select the Technician Group you want to work with.
2. Select the Settings tab.
3. Under Mobile Applet, select from the following options.
Option Description
Prompts user with If this box is selected, your customers will be given the option to uninstall the
uninstall option Rescue+Mobile Applet at the end of each session. The exact message your customers
will see is "Would you like to keep the Rescue Applet for future support?" Applet
Uninstall currently functions only with Windows Mobile and Symbian devices.
Display Custom Terms of Use this feature to push your organization’s Terms of Service to your customers.
Service Enter the URL where your Custom Terms of Service is stored. Select first time only
if you want your customers to see the Custom Terms of Service the first time they
use your service, but not on subsequent occasions. Select every time if you want
your customers to see the Custom Terms of Service each time they use your service.
Custom Terms of Service currently functions only with Windows Mobile and
BlackBerry devices.
1. Click New Session from the session toolbar at the top of the Technician Console.
The Create New Session dialog box is displayed.
2. In the Create New Session dialog box, input your customer’s name and phone number.
3. Click Send SMS.
Rescue+Mobile automatically detects the customer’s smartphone platform and installs the appropriate version
of the Rescue+Mobile Applet. If the technician knows the customer’s platform, he can choose to manually set
Device Platform using a drop-down list on the Create New Session dialog box. Manual detection may be
necessary if local browser settings prevent automatic detection.
A confirmation box will appear detailing the phone number and the PIN code that has been sent to the customer
in an SMS (text) message.
SMS Connection, Step Two: The Customer Installs and Runs the Applet
Note: On some devices, the customer may be prompted to enter the PIN code you generated in the
Technician Console.
4. Once the Applet starts, the customer must wait for the technician to pick up the session.
Tip: You cannot interact with a touchscreen using your mouse. Use your keyboard arrow keys to
navigate a touchscreen. Press Enter to select an item.
• Use the System Info tab to access a range of information about the customer’s device that can help you
assess system health and diagnose problems
• Open the File Manager to access a powerful dual-pane file sharing interface
F1 Send key
F2 Menu key
F3 Trackball
F4 Escape key
F5 End key
1. Ask the customer to connect his smartphone to his PC using a USB cable.
ActiveSync should automatically detect the device and synchronize.
2. After synchronization has been completed, ask the customer to open Internet Explorer on his smartphone and
go to http://RescueMobile.com.
3. Ask the customer to Accept the Rescue+Mobile End User License Agreement.
The customer will be prompted to download and install a .cab file.
4. Ask the customer to select Yes to begin downloading the .cab file.
The Applet will download.
5. The PIN code box will appear once the Applet has been downloaded. Ask the customer to enter the PIN code
you generated in Technician Console into the PIN code field and click OK.
The session will now appear in your Tech Console; the chat box will appear on the customer’s device.
Note: Some customers may not be able to modify settings due to a centrally administered BlackBerry IT
Policy.
Tip: If a customer experiences problems with permissions, he can access permission settings during the Applet
download process by selecting Set application permissions before starting the download. Rescue+Mobile generally
sets all required permissions automatically, so this feature should only be used as part of your troubleshooting
efforts.
For APN, the customer can enter service provider APN settings for the Direct TCP internet connection.
LogMeIn, Inc.
500 Unicorn Park Drive
Woburn, MA 01801
Index
A K
ActiveSync 10 keyboard shortcuts 9
applet
Rescue+Mobile 5
P
B permissions
device configuration tab 4
BlackBerry platform requirements
application permissions 11 Administration Center settings 5
connection settings 12 Technician Console features 8
uninstall the applet 12 prompt user with uninstall option 5
wireless deployment 12
R
C
Rescue+Mobile 3
connecting activating 4
via SMS (Rescue+Mobile) 6 applet settings 5
customize
Rescue+Mobile applet appearance 4
S
D simulations 3
subscription
display custom terms of service 5 sign-up for Rescue+Mobile 4
system requirements
smartphone 3
E
enable technicians to use Rescue+Mobile 4 T
terms of service
H Rescue+Mobile 5
hot keys 9