LogMeIn Rescue Reviews

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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, to an already disrupted client.

• Availability to get users connected via link, email, or text
• Being able to transfer files quickly and easily via the remote file manager
• Ability to save a permanent remote connection, hold, and/or transfer

The reason we like all of these is related to our being as efficient as possible in taking care of our clients. Our client experience is the most important thing to us. We strive to improve lives through technology, and making things as easy and as efficient as possible. This product is extremely important to achieving this goal.

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.

No issues, unless the client had a connection less than DSL or DSL that was experiencing an issue to where they were not getting their full speed at the time.

No issues.

We have hardly ever called technical support because the software is so solid.  The few times we have called were for non-technical issues, and support has always been American (please keep it this way) and able to answer and/or resolve any of our concerns quickly.

We used to use VNC or TeamViewer, but they are way too much of a burden to get average users connected remotely. They are not nearly as stable either, and have licensing limitations.

The initial setup of Rescue was mostly easy. 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, but other than that it is fine.

We don’t advise anyone about pricing or licensing, we only use this for our organization. Even our clients that are larger, that have their own internal IT departments, do not have a need for a product like Rescue.

As mentioned, we had been using VNC and TeamViewer, but there was no need to trial anything else once I recommended Rescue. Rescue is simply the best.

This product is easily a 10 out of 10. To me, Rescue is the best in the business - the Cadillac of quick access remote software. Everything from the functionality of the product, options, efficiency, and innovation makes this the best.

I personally have used Rescue since about 2005. When I was hired at MapleTronics and they asked the techs if we knew of a good call center remote app for non-agreement clients, I quickly recommended Rescue.

If you have any questions, call support and they will go to the moon and back to make sure your questions and/or concerns are addressed. Other than that, just be aware of the limited number of mobile phones supported that can perform remote screen control with Rescue.

1. Being able to reboot computers into safe mode, when needed. That has come in handy in regards to IT troubleshooting. 
2. We use "Unattended Access".

When we work with clients remotely, they usually always come back. They are recurring clients. So, it is real easy when we work with them, and we are using LogMeIn Rescue that we put LogMeIn Unattended on there. This allows us to remote into their computers or servers whenever they request speeding up the time to connect without having to send them a website and give them a code to get us in. 

It allows us virtually unlimited computers for remote access on Unattended. Where with LogMeIn Pro, or any other product, you have to pay on a computer-by-computer basis. With Rescue, you are just paying per technician license, and there is no limit to the amount of computers you can have set up for Unattended. The majority of our clients, we set them all up that way: their servers and their computers. This way, we can get in, and there is no additional cost to us.

That is why we have been using it as long as we have. The fact that it is accessible from both Mac and PC comes in handy, because we can work from any platform into any platform.

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. I would like it to have an iPad client, like their LogMeIn Pro has. Therefore, I can get into clients computers from my iPad. At the moment, I do not have that capability for providing IT support from an iPad.

It is been that way for a long time. I do not know if it is not a capability of their system, or if they just do not want to invest in it.

About 10 years.

For the most part, it has been stable. 

I would say over the last year, we have experienced more crashes with it, or disconnects. It is tough to tell if that is related to just internet connections flaking out, or if it is something on their end. Definitely on the Mac side of things, like when High Sierra came out, it was not compatible. Then, prior to that, if I would disconnect any sessions, it would often freeze up LogMeIn Rescue on the Mac, then I would have to force quit it and restart it. I have not had to do that as much since High Sierra, but prior to that, that was pretty common. 

Over the last year, we have had more stability issues than we have experienced previously, but it has not been a deterrent or hindrance. Just more of an annoyance when it happens.

No issues. You subscribe to however many technician seats that you want. I think we have seven or eight. Oftentimes, we are collaborating with multiple technicians on the same support call, so that is what really comes in handy, is that scalability of being able to invite another technician to pop in on the session, or to pass it over to a technician when want to hand it off to somebody else. So that is another great feature set that we use.

We rarely ever call them for support, but when we have, it has been very good. I would give them a 10 out of 10.

I am the one who made the decision to switch to LogMeIn Rescue, based on the Rescue Technician licenses. Prior to that, we were probably using whatever version of LogMeIn existed back then, their desktop client version, or we were probably using pcAnywhere.

It is very simple and straightforward. I think any IT professional could hop on and use it without needing much training whatsoever. It is not complicated at all.

The only downside is pricing. I think each technician license is somewhere around $100 or $120 a month now. So if you have a lot of technicians, it can get expensive, for a small business.

However, big businesses like Intuit use it to troubleshoot QuickBook support calls. You have small to enormous businesses that use this product. That probably says it all. If somebody like Intuit is using it, then it has to be fairly solid and robust.

No, I was at a small business technology trade show (one of Microsoft's S&B trade shows), and the uniqueness of LogMeIn Rescue pretty much sold itself. I do not recall if there were other products there. We have been using it ever since, and have not needed to look any further for anything else.

I do not have any shortcomings with the product at all. It meets our exact needs for what it does and how we use it.

The ability to either send a link or have a client that is not managed; essentially, to be able to access them remotely. 

A lot of our clients are in a 60 mile radius of our office. The ability to solve a problem in 10 minutes rather than roll out a truck makes a huge difference.

As a whole. I am still a little disappointed with the mobile side of it. Unfortunately, we just can't take over and manage a phone like we can a computer, and that would be really helpful.

The other thing is it would really be nice to be able to use the rescue console on an iPad or an iPhone, and I can't do that. You have to pay for it and we buy it. However, it is not as functional as the app that we use for desktops and servers. Just being able to chat with somebody on a cell phone is not all that helpful. I can call them and chat with them.

Stop and think about it. When I was reading the deal, it looked like we were going to be able to manage mobile devices or at least take them over and fix a problem, set up a mail account, or do something like that. Just being able to do a text chat with somebody, I can do that without the app. 

Seven years.

It is a great product. No stability issues. No problems, no crashes.

We routinely have four to six sessions going, so no scalability issues. 

I have only called them once, and it was to complain about a bill.

What happened is I could purchase it two ways. I could purchase it from my management console or I could purchase it direct from them. At the time, my management console was cheaper for what it offered, then they were directing me. I called to complain about that and they fixed it. That is the only time I have ever had to call them. 

We picked Rescue because our management console ran LogMeIn Pro and that was just part of the offering which came with it. We were so happy with LogMeIn Pro that we added Rescue to service clients which we did not manage.

There was nothing hard about it at all, though you do need to have some skill. 

Here is what I mean. A lot of times, because we basically are IT in-house that supports other people, some of our clients buy products and they can't keep straight where they are. They do not know whether they are dealing with their local computer or the remote computer. They get confused. You have to have enough skill to know which computer you are working on. This may be simple and straightforward, but not so much for someone who is not a computer person.

It will save you money and time. That is really what everything is about.

It's a little too expensive per license per year, but it probably pays for itself in the first 60 days of use every year. 

We actually looked at several other options. We were so pleased with the LogMeIn Pro, which we were already using, that we just went ahead and did Rescue as well.

It is a great product.

The reality is if you buy it to manage phones, you probably should not buy it. But if you buy it to manage computers, it will do just about anything you need to do. It will do anything you're capable of doing.

If you have got a computer that is not on the Internet, it does not do you a bit of good. You still have to go to that site. But you can do anything in LogMeIn that you can do sitting in front of a computer, if you are capable. 

It is a remote desktop support platform, so primarily we use it in that function to support our company.

Before we were using this, everything either had to be in-person, or one computer at a time. There was no way to access multiple computers, or share between technicians. This has allowed us to do all that while supporting everybody inside and outside our company simultaneously. It is much easier and simpler than anything else with a URL and code.

It is very straightforward to set up, use, install, and transfer sessions. File transfer, screen capture, video replay.

Network browsing and connecting on the LAN, because if you can't see the computers on your network, what good is the product?

Also, they need to improve their technical support.

It is stable.

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. It is a pretty easy process to get done.

Technical support is adequate. They are pretty focused on what it is that they do, and if there are any problems outside of that, they are not impressive.

Previously, we just used Remote Desktop and in-person sessions.

The initial setup is easy. If you want the desktop program, you just download and install it. There are no problems.

In-house

That's relative. 

The rescue model is licensed by user. I have five users licensed. 

The pricing is worth the value.

I never evaluated anybody else when purchasing this solution. There are other options now, but not that many options six years ago. 

I have tried Bomgar, and some other items for this, but none of them when I was initially looking for a solution. At that time, LogMeIn was the best on the market. 

End-user support for staff not currently on our internal network.

It helps Support Techs resolve issues on a first-call basis, without having to wait for other tools to be freed up or become available.

The multiple connect methods really help with users who are not tech savvy or knowledgeable about their own computers.

We're able to give the same live support experience, regardless of whether the end-user is on a smartphone or a computer.

They need to combine computer and mobile end-user support to be a more streamlined experience.

No stability issues.

No scalability issues to date.

Tech support has been excellent when engaged.

We have other tools that are included in our management systems but they are not as easy to use. We still have them. LogMeIn compliments them by connecting easily to machines that are not currently connected to the company's internal network or via a VPN tunnel. These are not issues for LogMeIn; just an internet-only connection is needed.

Straightforward and easy.

Pricing is reasonable and easily offsets other costs, while resolving issues in a much quicker timeframe.

TeamViewer, Timbuktu, Remote Desktop for Windows, and Casper Remote (now Jamf Pro).

The product is a 10 out of 10 for use. Very user-friendly and works across all of the systems our enterprise support team supports. Very useful for accessing and troubleshooting remote systems not currently on our internal network.

Definitely worth trying and removes obstacles to providing immediate support to remote staff.

We primarily utilize this for remote assistance for our clients' workstations. 

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.

I would like a single sign on for all of our (five) accounts so that I can immediately use an available seat. Right now, I have to try to log in with each account separately, in an attempt to find an available license that is not currently in use.

I occasionally need to reboot my computer after using LogMeIn, due to an issue with IE. It stops responding to keyboard input every once in a while, after disconnecting from a session. A reboot resolves it. Other than that I have not experienced any issues.

Only the login issue mentioned previously.

I have not really taken advantage of technical support, other than the initial roll-out.

Yes, we switched because the other product was not staying current with the latest OS’s and browsers for support and compatibility.

It was pretty straightforward, if I remember correctly. The person I worked with walked us through everything and helped out from their end as necessary.

I don’t advise anyone on these subjects.

Yes, GoToMeeting, join.me. We actually purchased a combination of all of the products.

To support users in the field.

Because we have many users in the field, the only time they would ever come to the corporate office is on a Monday, so if something would happen to go wrong on a Tuesday, the issue couldn't get resolved for a full week.

Now it's almost instantaneous. The issue happens, we're able to log in at the time that it happens and address the issue, 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. That is a great feature that's helped us tremendously over the course of the year. Because, to have an individual who doesn't know much about computers try to explain to you what the issue is, and you're trying to navigate them through menus, it's kind of difficult, especially when they're not that savvy with either iOS or the device itself.

The ability to remotely access the desktop, or remotely log in to the user's interface to see what they're doing and interact with them.

I would think 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, if that were possible.

The other thing I'd like to see, because we are also a LogMeIn client, would be that at some time the two would integrate so I don't have two different platforms to manage.

I've never had any of stability issues. I've never had an issue where I was unable to use it for an extended period of time. Most of the time, if there is an issue, it is more internet based, or user based. Nothing with the product itself, though.

Because we only support about 100 users, but we never get many concurrent calls, whatever it offers now is perfect for us. It's not limited in its capabilities.

It was a good experience. The 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.

We did have another solution. It wasn't as user-friendly on the user side - not so much on my side, on the user side. I really needed something to tell the end user, "Just go to this website and install the product," and be done. The other product, I had to install it, make sure it was running when the laptop started. If it wasn't running, to tell the user how to start the product was an issue. So we just abandoned that whole solution.

Very simple. Go to a website, put in the meeting ID and just install the app that comes up. Straightforward, no issues. The software is pretty self-explanatory.

It's definitely worth the value.

At that time I was using LogMeIn, and I was very happy with that product, so when they started pushing Rescue, I demo-ed it and it was very similar to LogMeIn so I decided to go that route.

I would just tell them to do it. It's a very easy solution. It will save them a ton of man-hours and downtime if they invest in this software, because again, it's very easy to use, it's very efficient.

At this point in time I'd give it an eight out of 10. I'd like to see, again, more iOS integration, the flexibility to work with iPads and iPhones a little more easily would definitely make the product top-notch. When it comes to PCs and Androids it's a non issue. It's a great product for Windows, Mac, and Android, but when it comes to iOS, it's still kind of limited.