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Starting a Rescue Lens Session from the Web Console by PIN

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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.
    Tip: You can type customer details (Name, Phone, Ticket ID, etc.) in the relevant fields before proceeding.
  3. Ask the customer to launch the Rescue Lens app, available on Google Play or the App Store.

    Important: Make sure the app the customer is using is the Rescue Lens app and not the Rescue+Mobile app.
    The customer may see a tutorial. They can tap Skip or OK.
  4. The customer is prompted to grant access to the device camera and microphone. Ask them to tap OK.
  5. Ask the customer to enter the PIN.

    At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.
  6. 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.

  7. 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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