LogMeIn Rescue Review

The time it takes to troubleshoot one of our users is cut significantly using the tool


How has it helped my organization?

The time it takes to troubleshoot one of our users is cut significantly. Instead of trying to walk-through a user on how to fix their computer, we just log in, do it, and move on to the next case.

To troubleshoot, e.g., a connection, it may take half an hour without LogMeIn. It can take two minutes with LogMeIn.

What is most valuable?

It has a client, but it is pretty quick loading the client on the users that we have to connect back. It is very light and quick.

We have several machines that have the client always listening for us: servers and personless computers. We have a few of those installed. Also, when we have users who we will start working on them, and then they have to use the computers for something else, then we will leave it on for 24 hour to 48 hours. We will just wait for the email from them to let us know that we can have the computer, and we resume our session.

What needs improvement?

When we try to remote into an iPhone, it is not as easy as an Android or a computer. The iPhone remote: It needs some improvement.

When do you log in, it maybe how the iOS deals with it. You cannot actually take control, you can only see. You can only pretty much read. If you need to go to another screen, you get disconnected if you did not do it right. If the user has to interact with you on it, then it becomes a little difficult.

You should be able to remote on an iPhone like you remote on an Android. It is not the same experience. Unless you are very savvy on iOS, you are pretty much lost.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

It is very stable. It adjusts to bandwidth very well.

What do I think about the scalability of the solution?

It is a remote, so its one-to-one. It takes what it takes. Again, going back to the bandwidth, if you get a customer that has a pretty bad bandwidth, you can always scale it down to grayscale, reduce the screen, or the refresh. It really adapts to the conditions you have.

I think we have the top license, so there is no room for upgrading.

How is customer service and technical support?

We used customer support one time that we have a problem with the licensing. They explained it to us, and that was it. 

I will say 100% in five years, I do not think we have had to use technical support for anything.

Which solutions did we use previously?

We had VNC, pcAnywhere, and TeamViewer. Now, TeamViewer is almost or as robust as LogMeIn. However, we needed something that did not need knowledge on the user side. In order to do pcAnywhere or VNC, they had to be on a VPN or they needed to share some details on the computer. For LogMeIn, you just point them to a website, which is pretty easy, then put in your token, and you are connected.

How was the initial setup?

You have to make a choice on how you want to use it. For us, the first setup, we did not agree with it, because we did not understand all the capabilities. Then, once we adapted it to our IT department, it was pretty easy. You just add the email addresses, and they will take their licenses and passwords, and you choose who is going to be the administrator and all that. It is very easy.

What's my experience with pricing, setup cost, and licensing?

It is on the medium to high side. For us, it is worth it. For the amount of time they save us, it pretty much pays for itself.

Which other solutions did I evaluate?

We tried TeamViewer, but we had some issues with ports and things like that. Then, pcAnywhere needed a central server, and we did not see a need for a central server. 

We evaluated others, but at that time, we just zero in on LogMeIn.

What other advice do I have?

Test it at a low scale, because it is an expensive product. Test it at a low scale for a month or two. After that, make the decision if it will work for you.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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