LogMeIn Rescue Pros and Cons

LogMeIn Rescue Pros

Art Ochoa
Director of IT at a retailer with 11-50 employees
I can remote reboot and know I can reconnect automatically without having to have the end user log back in again.
The ability to run it as a console when I log in. It thinks I'm there. It allows me to do file transfers. It allows me to see event logs through the utility, as opposed to having to open them on the client machine, so I can help troubleshoot unobtrusively.
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Robert Gabriel
President/CEO at a healthcare company with 11-50 employees
I have technicians all over, and not everybody is an expert in all areas. They are able to bring other expertise from different locations with the click of a mouse. They can invite in other technicians, so I can have most of the technicians collaborate on the same question, and that’s really amazing.
I tried different software out there and LogMeIn Rescue has the best compatibility. Something else might work, but you have conflict with so many networks. LogMeIn has the best ratio of almost 99% connection. Whereas, with some other software, you are lucky if you get 80%.
It works with different operating systems, I can connect to a PC or Mac.
It has a feature that, when you take over the machine, you can get into the system administrator level. We’re able to tweak things on the machine as if we’re sitting there.
There’s something called the dial-in so for people that use us all the time, we can have an icon on their screen and they can click that icon and we connect to them.
For people whose computers we maintain​, we can have those computers on file. Without having somebody to invite us, we can actually log in automatically, and that’s unlimited.
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Andrew Abrams
Co-Founder
Being able to reboot computers into safe mode, when needed. That has come in handy in regards to IT troubleshooting.
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RubenM
IT Manager at a retailer with 51-200 employees
If an issue happens, we're able to log in at the time that it happens and address it , so there's minimal downtime.
The ability see iOS devices helps us out a lot because the majority of our users are iOS device users.
it's very easy to use, it's very efficient.
The tech support person I spoke to was very knowledgeable about the product, and was straightforward with me about its capabilities. There was no fluff about the product. They basically said this is not available now and we're hoping to have it available in the third or fourth quarter. It was nice to talk to someone who was straightforward and knew about the product.
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Tsm4a73
TSM at a manufacturing company with 5,001-10,000 employees
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.
I will say 100% in five years, I do not think we have had to use technical support for anything.
It is very stable. It adjusts to bandwidth very well.
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DataCent1066
Data Center Technician
We are able to quickly and easily get clients connected to our triage techs which allows us to resolve issues much more quickly, and with little stress.
Being able to transfer files quickly and easily via the remote file manager.
Ability to save a permanent remote connection, hold, and/or transfer.
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NetAdmin33bb
Net Admin at a translation and localization position with 51-200 employees
No issues with scalability. It is a fairly simple model. If I wanted to add five more, I would just buy five more people and licenses, apply the program to their computers, and give them their login.
​The initial setup is easy. If you want the desktop program, you just download and install it.
It is very straightforward to set up, use, install, and transfer sessions.
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Associatb7cc
Associate Director of IT Assets & Procurement
The multiple connect methods really help with users who are not tech savvy or knowledgeable about their own computers.
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WebServi8c5c
Web Services Administrator at a healthcare company with 501-1,000 employees
With the product, I have never had an issue with it. I have never had to look up anything or call anyone.
​The initial setup was straightforward and simple. We did not have any training. We just installed it and were able to use it right away.​
Has an easy way to remote on to a remote computer without having prior access to it.
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SeniorTe14b0
Senior Technology Director
It allows us to rapidly solve issues for our customers on a remote basis, regardless of the location of the customer.
The desktop sharing allows our clients to demonstrate the issue they are having, and then allows us to provide remediation directly.
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LogMeIn Rescue Cons

Art Ochoa
Director of IT at a retailer with 11-50 employees
I wish this product was tied to a Help Desk package so I could manage tickets and have an infrastructure, with this being the primary tool to troubleshoot.
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Robert Gabriel
President/CEO at a healthcare company with 11-50 employees
The one big problem that I have with LogMeIn Rescue is, I use a Mac. All my technicians use PCs. I use a Mac, and the Mac agent crashes at least once a day. I have to stop it and start it again. To date, I don’t have a problem with people using PC. I think the Mac app that they have needs to be improved.
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Andrew Abrams
Co-Founder
I would like to see a mobile client that would work on an iPad, so I do not always have to be on a PC or a full-blown Mac operating system.
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Find out what your peers are saying about LogMeIn, TeamViewer, BeyondTrust and others in Remote Access. Updated: October 2019.
378,124 professionals have used our research since 2012.
RubenM
IT Manager at a retailer with 51-200 employees
it needs better iOS integration. It's still limited in its functionality when it comes to iOS. Currently, when you do something other than iOS, you're not able to take control of what's going on; instead of having to tell the user, "Click here, click there," I would like to have full control over an iOS device.
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Tsm4a73
TSM at a manufacturing company with 5,001-10,000 employees
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.​
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DataCent1066
Data Center Technician
Support to remotely control more mobile devices' screens is desperately needed. It is sad to see how long this product has been out and how many phones are still not supported for, specifically, remote screen control.
I do wish there was an application to manage all of the admin properties of the subscription, rather than having to use the web portal.
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Paul Hayden
Technical Architect
Secondly, the product needs improvement on mobile interfaces because on mobile devices it doesn't perform very well. On computers, it is good, with desktops, laptops, it is good. Sometimes iPad is good, but going with other devices, like Android or Windows on smart phones, ​it's always a problem.
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NetAdmin33bb
Net Admin at a translation and localization position with 51-200 employees
​Network browsing and connecting on the LAN, because if you can't see the computers on your network​, what good is the product?
They need to improve their technical support.
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Associatb7cc
Associate Director of IT Assets & Procurement
They need to combine computer and mobile end-user support to be a more streamlined experience.
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WebServi8c5c
Web Services Administrator at a healthcare company with 501-1,000 employees
​The interface is not ​user-friendly. It looks a little outdated.​ I think the options are there. I think just the layout needs improvement.​
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Find out what your peers are saying about LogMeIn, TeamViewer, BeyondTrust and others in Remote Access. Updated: October 2019.
378,124 professionals have used our research since 2012.
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