Forum Discussion

New Member

3 years ago

Logmein Rescue 7.5 Update has Rendered my Rescue Un-Usable

I have updated to the 7.5 yesterday and it is terrible! It has rendered my Logmein Rescue unusable! The crazy part is, it said it would decrease lag, and it actually made it so laggy that I cannot ...

New Contributor

3 years ago

I upgraded to this version and every session I have with a customer is extremely slow to the point where I am getting really frustrated and thinking of dumping your product.

Every click every letter I type is over 20 seconds delayed

I have to pause and restart my sessions constantly

You guys need to fix this ASAP!!!

GlennD
GoTo Manager
3 years ago
Hi BlackRock and cmassone

Our support team will be reaching out to you both directly to assist with your issues and gather more details for our team.
- AmberW
  GoTo Contributor
  3 years ago
  Thank you for your continued patience. We have identified an issue causing high latency in certain situations when using the Rescue 7.50 Tech Console. The issue is being investigated at a high priority, we apologize for any inconvenience. Please continue to follow this thread to be emailed for updates. Please find the two workarounds below.
  
  Option 1: Turn off Next Gen Media Service within the Tech Console:
  
  In the upper left, click on Options
  
  Select "Use classic screen transfer"
  
  Please Note: The selection will be remembered for future sessions, it will not need to be selected each time.
  
  Option 2: Disable NextGen media for Technician Groups in the Admin Center:
  
  Select Tech Group in the tree on the left
  
  Go to Permissions
  
  Add a checkmark to the last option "Disallow media stream in Rescue sessions for technicians"
  
  Click Save
  
  Please Note: The above will not discontinue ALL media streams, only the NextGen media streams. The Technicians will revert back to Classic media streams as normal.
  - cmassone
    New Contributor
    3 years ago
    I've made those changes and it is still the same issue