Rescue + Mobile Getting Started Guide

LogMeIn Rescue+Mobile Getting Started

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

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LogMeIn Rescue+Mobile Getting Started

About LogMeIn Rescue+Mobile As a premium add-on feature of LogMeIn Rescue, LogMeIn Rescue+Mobile provides an easy and secure solution for remote troubleshooting of smartphones. LogMeIn Rescue+Mobile can help you cut costs, save time, increase first call resolution, and show users how to use their smartphone. LogMeIn Rescue+Mobile provides a simulation of the customer's smartphone on a support technician's computer. The technician can manipulate the screen, use its keypad, and control it as if it were in his own hands. What You Get • Remote control over leading smartphones • Proven helpdesk technology • Reduced support costs • Increased customer satisfaction • Accelerated adoption of new services • Increased first-call resolution and a decrease in “no trouble found” device returns • The ability to solve difficult issues for your highly valued customers • Shorter support lines at your retail outlets

Customer Smartphone System Requirements All devices running a supported platform can be supported using LogMeIn Rescue+Mobile. View an up-to-date list of supported platforms. Full phone simulations are available for many popular models. View an up-to-date list of simulated devices. If a device is running a supported platform but is not on the list of simulated devices, then the technician can still share control of the device using the generic device simulation (for Windows Mobile and Symbian) and/or hot keys (for all platforms).

Copyright © 2009 LogMeIn, Inc.

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Setting Up LogMeIn Rescue+Mobile How to Subscribe to Rescue+Mobile To sign up for a free trial, go to https://secure.logmeinrescue.com/HelpDesk/CreateMobileTrial.aspx. To purchase subscriptions, go to https://secure.logmeinrescue.com/Purchase/Plans.aspx.

How to Enable Technicians to use Rescue+Mobile LogMeIn Rescue+Mobile user rights are set at the technician level. You must activate Rescue+Mobile for each technician for whom you have purchased a subscription. 1. 2. 3. 4.

Log in to your Rescue account and open the Administration Center. On the Organization Tree, select the technician for whom you want to activate Rescue+Mobile. Select the Organization tab. Under Licenses, select Mobile. Upon next login, the user will be able to use Rescue+Mobile features.

About Permissions in Rescue+Mobile As with standard LogMeIn Rescue, technician permissions are set in the Administration Center on the Organization tab at the Technician Group level. Permissions are the same as with standard Rescue, with one additional option that applies only to Rescue+Mobile subscibers. Configure mobile device settings

Allow members to manage mobile device settings using the Device Configuration tab in the Technician Console.

How to Customize Rescue+Mobile Applet Appearance Administrators can change the logo displayed to Windows Mobile customers. 1. In the Administration Center, go to the Resources tab. 2. Under Custom Logo, upload the logo you want to use. The file must be a 78x32 bitmap (bmp) of no more than 8192 bytes. Tip: Download the logo template to see a sample logo that conforms to all format requirements.

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LogMeIn Rescue+Mobile Getting Started

Rescue+Mobile Applet Settings There are two settings in the Administration Center that control Rescue+Mobile Applet behavior: Prompt user with uninstall option, and Display Custom Terms of Service. 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 uninstall option

If this box is selected, your customers will be given the option to uninstall the 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. 4. Save your changes. • •

Click Save changes to apply settings to the current Technician Group. Click Save settings to all groups to apply the same settings to all Technician Groups in your organization.

Administration Center Settings by Smartphone Platform Windows Mobile

Symbian

BlackBerry

Automated Applet Uninstall Yes

Yes

No

Display Custom Terms of Service

Yes

No

Yes

Custom Logo

Yes

No

Yes

Copyright © 2009 LogMeIn, Inc.

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Connecting to Customers About the SMS Connection Method Using Rescue+Mobile, technicians can connect to a customer's Smartphone via SMS text message. The SMS option is only available to technicians with an active Rescue+Mobile subscription. Process Overview: SMS Connection The procedure is similar for all platforms, but the exact flow may vary. We encourage you to experiment in a test environment before running live sessions. • The technician enters the customers telephone number on the Create New Session form and sends an SMS containing a link and a 6-digit PIN code • The customer opens the SMS and clicks the link to install the Applet • The technician activates the support session from his Private Queue

SMS Connection, Step One: The Technician Activates the Session 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 1. The customer opens the SMS message. If your customer does not receive the SMS, ask him to open his browser and go to http://RescueMobile.com. 2. In the SMS, your customer clicks the link http://RescueMobile.com. If your customer does not have Rescue+Mobile installed on his device, the Rescue+Mobile Applet download process begins. 3. Ask your customer to approve the installation. The Rescue+Mobile Applet will run once the installation is complete. 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.

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LogMeIn Rescue+Mobile Getting Started

SMS Connection, Step Three: The Technician Picks up the Session Once the customer has installed and run the Applet, the session will appear as Waiting in the session queue in the Technician Console. 1. Pick up the session by highlighting it in the queue and clicking Start. The session becomes Active. 2. On the Customer Display tab, click Launch Remote Control Session to activate remote control. If available, you will see a simulation of the customer’s device. Otherwise, you will see the generic simulation. 3. Chat with the customer and remote control the device. • •

Use your computer keyboard as normal Use your mouse to control the mobile device’s keypad 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

4. Click End on the Session toolbar to end the session.

Copyright © 2009 LogMeIn, Inc.

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Controlling Smartphones using Rescue+Mobile Technician Console Functionality by Smartphone Platform In most respects, Rescue+Mobile Technician Console functionality matches standard Rescue. However, the available set of features and functionality does differ when supporting a mobile device as compared to a desktop computer. Windows Mobile

Symbian

BlackBerry

Notes

Remote Control

Yes

Yes

Yes

For BlackBerry, Whiteboard and Laser Pointer are not available

File Manager tab

Yes

Yes

Yes

Matches standard Rescue functionality

System Info tab

Yes

Yes

Yes

Device Configuration Yes (email and tab ActiveSync configuration support)

Yes (Mail For Exchange configuration support)

No

Reboot tab

Yes

Yes

No

Scripts tab

No

Yes (Push the installation file)

No

Calling Card tab

No

No

No

History & Notes tab

Yes

Yes

Yes

Technician Yes Collaboration feature

Yes

No

Technician Screen Sharing

No

No

No

Screen Capture

Yes

Yes

Yes

Generic Simulation

Yes

Yes

No

Hot Keys

Yes

Yes

Yes

Only Normal Reboot and Reconnect are available

Matches standard Rescue functionality

The Customer Experience: Rescue+Mobile What can a customer do during a Rescue+Mobile session?

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LogMeIn Rescue+Mobile Getting Started

• Chat • View a detailed session log • Allow or deny the technician the right to perform certain actions • Send individual files to a technician • Cancel a file transer • End Remote Control • End Display Sharing

Smartphone Hot Keys These keyboard shortcuts are useful when working in a remote session with a non-simulated device. BlackBerry Hot Keys F1

Send key

F2

Menu key

F3

Trackball

F4

Escape key

F5

End key

Windows Mobile Hot Keys F1

Left menu select

F2

Right menu select

F4/Windows

Home screen / start

Esc

Back

Cursor direction

Phone navigation keys

Enter

Center navigation button

Symbian Hot Keys F1

Left menu select

F2

Right menu select

F3

Center navigation button

F4

Application button

Esc

Back

Cursor direction

Phone navigation keys

Enter

Enter key / Select

Copyright © 2009 LogMeIn, Inc.

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Advanced Topics for Windows Mobile How to Connect to a Windows Mobile device via ActiveSync Follow this procedure to initiate a Rescue+Mobile session on a device connected to a PC running ActiveSync. 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. You are now able to support this device.

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LogMeIn Rescue+Mobile Getting Started

Advanced Topics for BlackBerry How to Set BlackBerry Device Permissions In some cases, the Rescue+Mobile Applet will function only after your customer has granted appropriate Application Permissions to the Applet. Ask your customer to follow these instructions. Note: Some customers may not be able to modify settings due to a centrally administered BlackBerry IT Policy. 1. 2. 3. 4.

In the device options, click Advanced Options > Applications. Highlight the LogMeIn Rescue application. Press the Menu key and then select Edit Permissions. Set the following permissions to Allow. • • •

Connections > Carrier Internet, Company Network, Wi-Fi Interactions > Interprocess Communication, Device Settings Modification, Module Management, Keystroke Injection, Screen Capturing, Security Timer Reset User Data > Files, Key Store

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.

Copyright © 2009 LogMeIn, Inc.

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Wireless Applet Deployment to BlackBerry smartphones For details, see the Knowledge Base article How do I wirelessly deploy the BlackBerry Rescue Applet over BES?

How to Uninstall the Applet from a BlackBerry Your customers can follow this procedure to uninstall the Rescue+Mobile Applet from a BlackBerry device. 1. From the Blackberry Home, open the Options screen. 2. Select Advanced Options > Applications > LogMeIn Rescue > Delete > Delete Confirm Reboot may be required.

About Advanced BlackBerry Connection Settings Your BlackBerry customers can access advanced Connection Settings from the Rescue+Mobile PIN Entry screen. This feature is useful for troubleshooting connection issues with BES, Wi-Fi, and APN (if there is an APN setting available in the network).

For each type of connection, the following options can be set: Disabled

The Applet will not try to use this connection

Enabled

The Applet will try to use this connection

Forced

The Applet tries to use this connection first (only one option at a time can be set to Forced)

For APN, the customer can enter service provider APN settings for the Direct TCP internet connection.

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LogMeIn Rescue+Mobile Getting Started

Legal Notice PUBLISHED BY LogMeIn, Inc. 500 Unicorn Park Drive Woburn, MA 01801 Copyright © 2009 by LogMeIn, Inc. All rights reserved. No part of the contents of this document may be reproduced or transmitted in any form or by any means without the written permission of the publisher. LogMeIn®, (LogMeIn® Backup™, LogMeIn® Central™, LogMeIn® Free®, LogMeIn® Pro®, LogMeIn® Pro²™, LogMeIn® IT Reach™, LogMeIn® Rescue®, LogMeIn® Ignition, LogMeIn® Hamachi™, LogMeIn® Hamachi²™), LogMeIn® Rescue+Mobile™, RemotelyAnywhere™ and Network Console™ are either registered trademarks or trademarks of LogMeIn, Inc. in the United States and/or other countries. This publication may contain the trademarks and service marks of third parties and such trademarks and service marks that are the property of their respective owners. These marks may be registered and/or used in the U.S. and countries around the world. BlackBerry®, RIM®, Research In Motion®, SureType® and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world. THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS AND SERVICES IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS AND SERVICES. THE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT AND SERVICES ARE SET FORTH IN THE LOGMEIN TERMS AND CONDITIONS AND ARE INCORPORATED HEREIN BY THIS REFERENCE.

Copyright © 2009 LogMeIn, Inc.

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Index

Index A

K

ActiveSync 10 applet Rescue+Mobile 5

keyboard shortcuts 9

B

permissions device configuration tab 4 platform requirements Administration Center settings 5 Technician Console features 8 prompt user with uninstall option 5

BlackBerry application permissions 11 connection settings 12 uninstall the applet 12 wireless deployment 12

C connecting via SMS (Rescue+Mobile) 6 customize Rescue+Mobile applet appearance 4

D display custom terms of service 5

E

P

R Rescue+Mobile 3 activating 4 applet settings 5

S simulations 3 subscription sign-up for Rescue+Mobile 4 system requirements smartphone 3

enable technicians to use Rescue+Mobile 4

T

H

terms of service Rescue+Mobile 5

hot keys 9

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LogMeIn Rescue+Mobile Getting Started