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Starting a Rescue Lens Session from the Web Console by Email

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Restriction: A technician can handle only one active Lens session at a time.
  1. Log in to the Rescue Lens Web Console.

    Remember: Use Google Chrome.
  2. Click Start new session.

    The New Session window is displayed.
  3. Type the customer's email address into the EMAIL field.

    The message containing the PIN code will be sent to this email address.
    Tip: You can type further customer details (Name, phone number, Ticket ID, etc.) in the relevant fields before proceeding.
  4. Click Send email.

    The email is generated.
    Note: You may need to click Send in your email client.
  5. 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 operating system.
    The customer may see a tutorial. They can tap Skip or OK.
  6. The customer is prompted to grant access to the device camera and microphone. Ask them to tap OK.

    At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.
  7. Ask the customer to accept the End-User License Agreement.

    The Customer connected message appears in the Web Console, and the Start Session button becomes active.

  8. Pick up the session by clicking Start Session.

    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.
ProductRescue Lens

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