Restriction: A technician can handle only one active Lens
session at a time.
Log in to the Technician Console.
On the Session toolbar, click
Create New Session window is displayed.
Type the customer's name or identifier in the
This name is shown on the Active Session tab and Session
Choose how you want to send the email to the customer:
To use your own
email client and account, choose
Send email via my default email client on this
To allow Rescue
to send the email, choose
Send email on my behalf via the LogMeIn Rescue
servers and enter a valid email address in the
The email is generated (and sent if you chose to send the
mail via the Rescue system).
Ask the customer to open the message, and click the link to launch
the Rescue Lens app.
Note: If the Rescue Lens app is not already installed on the
customer's device, they are redirected to Google Play or the App Store to
install the app first.
Note: The download procedure may vary depending on the customer's
The customer may see a tutorial. They can tap
The customer is prompted to grant access to the device camera and
microphone. Ask them to tap
At this point the camera image may already be displayed on
the customer's mobile device, but nothing is streamed to the Technician
Ask the customer to accept the End-User License Agreement.
The session appears in the Technician Console.
Pick up the session by selecting it in the Session list and
The Rescue Lens support session starts; a live video feed is
streamed from the camera of the customer's device to the technician. Lens audio
enables the customer and technician to communicate via a VoIP connection.