Contents



About the LogMeIn Rescue Calling Card

The Calling Card is a small program that you use to connect directly to your support provider.

Installation

The Calling Card is installed on your PC by your support provider.

Opening the Calling Card

Click the Calling Card icon on your desktop, Quick Launch bar, or start menu to launch the Calling Card.

Calling Card, Standard Desktop Icon

Note: The Calling Card icon can be customized by your service provider.


Connect to your Support Provider



Connect to your Support Provider using the Calling Card Form

You can connect to your support provider by completing and submitting the form shown on the Calling Card interface.

  1. If you do not see the Calling Card Form, click the Connect menu on the Calling Card interface and select Connect to Remote Support. The Calling Card form is displayed on the Calling Card interface.
  2. Enter all required information. The Connect button is activated.
  3. Click the Connect button. A connection is made to your support provider. The initial status of the session is "Waiting for Technician", which means that your request will soon be picked up (activated) by a technician at your support provider. At this stage, you are not able to communicate with anyone unless you have made contact by telephone or otherwise.
  4. Wait for the technician to activate the session. You will be notified that your status is "Connected to Technician".
Parent topic: Connect to your Support Provider
Related concepts


Connect to your Support Provider using a PIN Code

The PIN Code connection method is commonly used when you have already contacted your support provider and have spoken to (or are speaking with) a technician.

If you are unable to resolve your issue over the phone, the technician may give you a 6-digit PIN code which you will use to start a computer-to-computer session with the technician.

  1. On the Calling Card user interface, click the Connect menu and select Connect Using PIN code The PIN Code entry form is displayed on the Calling Card interface.
  2. In the PIN box, enter the PIN Code communicated by the technician. The Connect button is activated.
  3. Click the Connect button. A connection is made to your support provider. The initial status of the session is "Waiting for Technician", which means that your request will soon be picked up (activated) by a technician at your support provider. At this stage, you are not able to communicate with anyone unless you have made contact by telephone or otherwise.
  4. Wait for the technician to activate the session. You will be notified that your status is "Connected to Technician".
Parent topic: Connect to your Support Provider
Related concepts


What Happens During A Remote Support Session?

Chat

Type text into the empty text field at the bottom of the box to chat with the technician. Type in your message, then click the Send button or press Enter on your keyboard to send the message to the technician.

Grant Permission to the Technician

The technician may ask you for permission to use the various diagnostic tools at his disposal, such as Remote Control or File Manager. You can always ask your technician for more details before granting any permissions.
CAUTION:
If you do not grant certain permissions, the technician may not be able to troubleshoot your problem.

Revoke Permissions

To revoke all previously granted permissions (for example, to end the technician's ability to control your computer or manage your files) click the large red X at the upper-left of the Calling Card interface.

Cancel actions and revoke permissions

Send a File to the Technician

Click the Send File button to open the File Transfer dialog box. Select the file you want to send and click Open. You can only send one file at a time.

Send a file to the technician

End a Session

To end a session and close the Calling Card, click the gray X at the upper-right of the Calling Card interface.

End Session and Close Calliing Card



Calling Card Settings

Click the Settings menu to change certain Calling Card behaviors.

Launch Application when Windows starts up
Select this option if you always want Calling Card to start when Windows starts.
Keep application in foreground
Select this option to display Calling Card on top of all other open windows and application.
Open links in the following web browser
During remote support, the technician may send you links to web sites. Use this field to set the browser to be used when opening these links.
Connections > Proxy Settings
Consult with your service provider before changing these settings.