Forum Discussion

BlackRock's avatar
BlackRock
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 do anything for my customers.

 

So far, on four different sessions, I can see the customer moving their mouse, and they are telling me what is in front of them, but my screen is up to a minute behind.

 

I am suddenly thrust back into the dark ages of working at an internet tech support job, circa 2001, when there was not remote support, and I would guide customers strictly over the phone through speech.

  • cmassone's avatar
    cmassone
    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's avatar
      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's avatar
        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:

        1. In the upper left, click on Options
        2. 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:

        1.  Select Tech Group in the tree on the left
        2.  Go to Permissions
        3.  Add a checkmark to the last option "Disallow media stream in Rescue sessions for technicians"
        4. 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's avatar
    cmassone
    New Contributor
    3 years ago
    I am experiencing the same issue after upgrading Logmein Rescue
    Please fix this!!
  • AshC's avatar
    AshC
    Retired GoTo Contributor
    3 years ago

    Hello BlackRock ,

    I'm sorry to hear about the recent trouble with the latest update.

     

    I see that Amber W replied to your duplicate post, with this: 

    At the Support Site we have a linked Rescue 7.50 FAQ that mentions the following: 

    What changes are necessary for using next gen media?

    Users will need to enable the following domains to use nextgen media:

    • *.logmeinrescue.com.
    • *.remoteview.logmein.com
    • turn.console.gotoassist.com
    We do not recommend explicit IP allowlisting of LogMeIn ranges. If URL allowlisting is not feasible, refer to the list of LogMeIn IP addresses.

     

    If this has been checked already, can you tell us more about your environment, including the OS version, and PC model / hardware in use?