LogMeIn Rescue Reviews

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.

I am working for an IT support company and we require tools to service our clients and our in-house department.

We have an application, our LogMeIn application, a one-click application. Because we have employees in different locations, we have given them this application, so when they click the application, they have remote access. It's easy for us, they don't have to call us. They don't have to talk to us. They don't have to do anything other than simply click, and they are connected to the IT office, so they can help people out.

LogMeIn remote tool is a high priority for business, that's for sure. We require a remote tool. It's mainly for remotely doing business and doing jobs, so we don't have to go there. 

How the accounts work is one thing that needs improving. The account people always recommend one thing and and something different happens. I was in a monthly commitment, paying them monthly. My credit card got changed at the point in time LogMeIn was trying to run the payment and it didn't go through. I gave the new credit card to LogMeIn, they processed the payment. A week after that, I got a call from my bank saying they want to charge me for the next year. I told my bank to stop the payment because I am paying a monthly cost, I have a budget. You cannot ask me for a year commitment at the moment. I have a year commitment to the program, we have signed the contract, but the agreement was to pay monthly.

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.

No issues with stability.

Scalability is okay.

My experience with tech support has been good.

I was with Bomgar, but Bomgar used to provide me hardware to install, so that was the reason I left it. Otherwise, I liked Bomgar better than LogMeIn, actually. But the issue was that in every center you have to install their hardware, so that was the problem for me.

LogMeIn setup is pretty simple.

I have a few others I work with. I have to keep them because you cannot rely on one. You never know.

I would say LogMeIn is good. If you are really looking for nice reporting, a nice tool, go to LogMeIn.

I give it a seven out of 10 because of the service issues and the product not being available for 100% of what I do. I do work on smart devices. LogMeIn doesn't perform. They do commit to it performing, but it does not actually perform.

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.

When a client calls and has a computer that we have not been on before, because it may be new (or whatever) and they are having an issue, we can still remote on it and help troubleshoot.

The ability to have an easy way to remote on to a remote computer without having prior access to it.

The interface is not user-friendly. It looks a little outdated. I think the options are there. I think just the layout needs improvement.

No issues.

It is not limitless. It does exactly what we paid for. We could scale it if we wanted to pay more. So, I guess, it is upgradeable.

I have not had any issues requiring support.

With the product, I have never had an issue with it. I have never had to look up anything or call anyone.

We switched to LogMeIn because of features. At the time we switched, it was still free to a point. However, the product is good enough that we went ahead and started paying for it, even when, it was no longer free.

The main feature we switched for was how easy it was to have a client be able to connect to you.

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.

Look at the different plans they have. Do not pay for a plan you do not need.

The pricing is a little on the higher side, though.

I do not remember evaluating any other options.

When we have a software product that we develop and support, and when customers phone in with issues, lots of times we struggle to determine the real issue, because they're just phoning it in. We use it to be able to actually share their screen, and see exactly what's happening.

Our favorite feature is being able to diagnose customers' problems by seeing them on the screen, rather than just over the phone.

The pricing, is a little on the high end but it's proven itself to be worth it for sure.

We've never had problems with it.

We really only use one user at a time. No, haven't had any problems there.

This is the first solution of its kind for us.

Very straightforward. Very easy to do for sure.

We use other LogMeIn products, so this was the only one we really looked at.

It works really well. It allows us to see the problems on users' screens.

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.

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.

People no longer want to kill me. Meaning, with the amount of tools I have accessible to me through the product, there's less interaction needed with the end user. In other words, all I have to do is have them get that machine on the internet. After that, I can do pretty much everything else without having to have the user hover over the computer. I can remote reboot and know I can reconnect automatically without having to have them log back in again. 

The ease of use from the IT perspective, and less cumbersome, less invasive experience for the end user.

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, at least as much as possible. Calling Card is nice. And I haven't used it yet but I'm really looking forward to using the iPhone feature.

My biggest complaint was iPhone, which they're steadily working on making better, which is great. As I said, I haven't had a chance to test it, but I'm really excited about it. Looks good. The iPhone support has been the Achilles heel for the longest time, because all of my users are on iPhones. 

The only other issue that I occasionally have, and it's not necessarily LogMeIn's problem, is that if the end user is using Mozilla Firefox, instead of Internet Explorer or Chrome, they have to go to logmein123.com, they have to put in their code, then they download. Both Chrome and IE will go through the process of doing the little install app, whereas if the user is using Mozilla, it doesn't necessarily go as smoothly. You have to have them go find the download, and then manually launch it from their download bucket.

I'm very happy with it, otherwise I would have dumped it a long time ago. It's a very stable product. I like using it. It's no longer my primary, but it is my emergency backup system for other tools. I'm using ManageEngine now in my environment, so if for whatever reason that solution is acting up, LogMeIn is the backup. And LogMeIn is the primary for new hires and third-party support, where I have to login to computers to do whatever. So I love it. I will not get rid of it. It's a great product.

I have a small IT shop, I've no real need for the IT side, so to speak, to grow. 

And then for the deployment footprint, it's really not all that big. I'm sure it's scalable, but I was supporting up to 300 computers with it, with only three technician licenses, at one point.

It's just very manageable. It's great to be able to do a handoff from one technician to another in the middle of a session, or bring someone in to help you out. In my opinion it's fine.

This might attest to the overall reason that I like LogMeIn so much: I don't think I've had a problem where I've had to call tech support.

The only problem I had - and it wasn't even a problem - was because I move from company to company. Once I go to the new company, I just resubscribe under that business name. Because I don't go in there that often, "Where do I change the logo?" You moved the thingy. "Where do I change the background?" That kind of stuff. It wasn't like, "Oh this is something broken. I need you to help." I've never had an issue like that. It's been rock solid.

I was using GoToMeeting, I was using LogMeIn, and I was using some other product. But LogMeIn gave me many more features than the other guys, so I went with the LogMeIn package.

I got onboard with LogMeIn because it was free at one point, LogMeIn Free. When I found out you can get all these other bells and whistles, services for individual accounts, I purchased. Then when LogMeIn Rescue came out, that was a no-brainer. I said, "Oh, I'm doing that." It was a progression of upgrades from very early on to what they are offering now.

Also, I went with it because of the ease of use for the user. It was less cumbersome to get them on support session through LogMeIn. The file transfer and the event log access was incredibly easy and, again, I did not need to engage the end user. As an IT person, you know what you're doing. You know what you need to get to the solution so they can move on with life. The end user doesn't necessarily want to know how to get into this, how to get into that, and have to help me help them. So the LogMeIn products, then and now, once I'm in I can do just about everything without really involving the end user, which is great.

The setup to get up and going was easy. The challenge was making the LogMeIn portal match, a little better, the business I would be with. So something like, maybe, changing the colors. I haven't even looked recently because I just don't do it anymore. You would get in there and you have every tool available to you under the sun to get it to work, but you almost had to be a little bit more on the developer side to be able to select the right color code for the background.

You couldn't select a photo for your logo and it would size it to what you needed. So if you put in the logo, it had to be 680 by 240 pixels, and no larger than this or that. That was kind of annoying. In this day and age, you should be able to allow me to pick, "Okay I want that one," and it should auto-size the thing. I should be able to click and drag. It should only take me 10 - 15 minutes to make a simple little splash page, wipe my hands of it, and move on with my life. So that would be a nice feature to make it better or easier.

I appreciate that they're giving me all the tools under the sun, but not everybody has a web developer in their IT staff that can sit there, or a graphic designer accessible, to make all those files just right, until it looks perfect. I've seen it done, but I don't have the time or the bandwidth or the patience to do that. So it would be nice to add some click and drag features to make the look and feel of the LogMeIn experience match the company color schema or motto or back screen or logos better, or whatever the customer wants to make it look like.

The pro is, of course, that the end-user experience is about as easy as can be with this product. And from a technician point of view, it gives you so many tools to help diagnose that end machine, which is fantastic. To me, that was the biggest selling point. I can get in there and do my job and not have to harass the end user. And I can do just about anything with it remotely. 

The only con that I would say is that 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. In other words, a user could submit tickets. Instead of LogMeIn123.com, it would be LogMeInTicket.com, something like that, to submit a ticket outside of a corporate umbrella, but it doesn't have to be tied to VPN. That would be a really nice feature, if this became something like a ManageEngine or half a dozen other different Help Desk software packages out there. It's such a great tool, I would go with that.

From my perspective and my experience, LogMeIn is already at a 10 out of 10. Everything else that I would like is just icing on the cake, it really is fluff. But to get in there and get the job done, do the support for the end user, I think it does a great job. I really do.