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New iOS App, Android Update Grants Remote Troubleshooting to IT Staff

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By Luke Abaffy
New app allows remote access to smart devices.
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LogMeIn Rescue is a new app for the iOS platform that supports any IT help desk by allowing remote access to iOS mobile devices. The new app is released in conjunction with a redesign to the existing Android app of the same name, which has been out since February.

"We allow you to remotely configure and chat with the iPad and iPhone," says Lou Orfanos, product manager, LogMeIn Inc., Boston. "Once you request a support session, you end up with a chat window."

The app allows employees to hand over control of their mobile devices to any remote IT help desk that works with the company. The help desk can chat with the user and troubleshoot and repair common problems. Support staff also can pull diagnostic information from the device, such as the OS version, system information and battery strength. Employee access restrictions and corporate email settings also can be modified through the app.

The update to the Android version of LogMeIn Rescue—also included in the new iOS version—is on the support-staff end. It gives operators, original equipment manufacturers and IT help desks immediate details about user issues by sending on-screen alerts to the support staff whenever help is requested for common device problems, such as battery trouble, high device temperatures, malware, software updates and network issues.

Then, the support interface of LogMeIn Rescue suggests prepackaged, one-click fixes that reprogram or update the user's device in one click.


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