Apple Mac and Log Me In Rescue

>I'm the guy who writes the LogMeIn documentation and I want to hear what you

>think of my work... I'm also a forum moderator, so let me know what you think of

>things in general via the boards.

Documentation is hard, and it even harder to troubleshoot. But it _can_ be tested -- by someone other that the person who wrote it.

This applies to user interfaces, websites, safety equipment, and so on. And it doesn't get done nearly enough. I guess creators, being so close to what they create, think it's all intuitively obvious and don't see the need. And they're nearly always wrong. You see the results everywhere.

Formal software development methodologies give considerable attention to this, BTW. I could provide references, or you could google "software quality".

And did you catch my feedback about this forum software blowing away postings?

/kenw

This is a bit long, but it's all relevant.

Sorry, but I have no idea who told me LogMeIn Rescue supported Macs, other than it was a support person. But frankly, that didn't bother me too much -- I was still a little skeptical, as I'd never actually had a chance to try it. (I did try during the week, BTW, but the client had network issues that weren't resolved until the weekend.)

What bugged me more was the fragmented, incomplete, inaccurate references to Mac support on the web site. The documentation that didn't even mention it one way or the other. The link on the LogMeIn web site (the only Mac-related reference) to a third party announcement for LogMeIn Mac support that had links that didn't work for LogMeIn Rescue because, I presume, someone had changed the site. The references in the Forum that were equally useless. The "Labs" site that made no reference to Mac support for LogMeIn Rescue. The PDF I got a day later that warned against installing the beta because it would make my current version not work, but said nothing about whether that was on the same or dirrerent technician PCs, or a host site effect. The fact that nobody yet has responded to my question as to whether the LogMeIn Rescue manuals are cumulative and include recent changes, or whether a person has to read both the manual and the release notes to have accurate information.

Those all add up to a rather frustrating experience and a considerable waste of time, when a little bit of accurate information was probably all I needed.

By the way, I used the Mac beta software last night, and had zero problems with it. The developers did a good job!

/kenw

Thanks for the quick reply, the link you posted suggests that there is a real problem

and its at LogMeIn - surely the avearage user isn't going to understand phrases like

MTU size on your router to 1472.

I know I don't but will now try & find out what on earth that means - bizarre that the same router will work with a PC though

https://secure.logmein.com/go.asp?page=roadmap should detail the differences in our products.

As for the second point, you may find a solution here: https://secure.logmein.com/forum/tm.aspx?m=11772&mpage=1&key=&#13201

Andy

This thread is about LogMeIn Rescue being able to access an attended Mac.

I believe you are referring to LogMeIn Free for Mac. If I'm right, I suggest you

join or start a thread in the LogMeIn Free/Pro/IT Reach and Ignition section of

the boards.

Maybe you could explain the difference - I try to visit logmein but always get

re directed to logmein rescue. And maybe explain why from a Mac I can't even reach

the forums

KenW,

I'm interested to learn who told you that the current version of Rescue supported Macs. LogMeIn has made no official announcement to that effect. We released a press release last week stating that a beta version was available.

Please try out the new version and give us your feedback.

In addition, LogMeIn Free for Mac is now out of preview and part of the product.

ORIGINAL: TomMucha

So you haven't tested it prior to buying it and it's BETA software? You really should make your first attempt at using the software on a paying customer or a client of yours, thats the general rule of thumb when testing out any software.

e manager worked also!

You're making baseless assumptions. I've been using the NON-BETA version for some time now. I was told it supported Macs. I wasn't told it required BETA software. When I tried it and it didn't work, I went looking and found some links, but those links went nowhere useful.

Now I'm told I need to install new software on my end, and there are vague warnings about what will happen to my existing configuration if I try to use it. No mention of whether using a separate system is safe or whether my technician accounts will be affected.

LogMeIn did NOT do a good job on clarity here.

By the way, this forum has issues too. If you are posting a message like this and click on "Account" (above) to change your posting settings, your entire posting is blown away without warning.

/kenw

tommucha

Here I am, on a weekend, with no LogMeIn tech support, trying to help a client because I was told LogMeIn supports Macs, and trying all sorts of things to get it to go. It's _really_ irritating, especially given the cost of the licenses. Did somebody remove it without notice? If it's been withdrawn, at least say so

So you haven't tested it prior to buying it and it's BETA software? You really should make your first attempt at using the software on a paying customer or a client of yours, thats the general rule of thumb when testing out any software.

I tried the Logmein Rescue Beta, and it worked perfectly on a Mac running Leopard. The user had their Wallpaper randomly changing every 2 seconds, so that slowed everything down till I disabled that setting! Otherwise, it worked great - file manager worked also!

https://beta.logmeinrescue.com/HelpDesk/Home.aspx will take you to the beta site.

If you already have a Rescue account, log in to your account. When you select Launch Technician Console, you will download the Mac-enabled version.

If you are new to Rescue, please register for the free trial and download the Technician Console.

NOTE: you must start PIN-code-generated sessions via https://beta.logmein123.com

This is beta software and should not be used in commercial applications.

Please send your feedback to rescue-feedback@logmein.com

ORIGINAL: dougparis

Further to my post above I can't even access the forums from my Mac (I'm now on my office PC) - if logmein doesn't work with Macs please say so clearly - I've wasted many hours now assumming it was me doing something wrong.

I also emailed someone from your salesdepartment (in response to his email asking if I wanted me to upgrade to the pro version) to ask if the software would allow me to control a PC from a Mac - that was sometime last week, so far no reply.

This thread is about LogMeIn Rescue being able to access an attended Mac. I believe you are referring to LogMeIn Free for Mac. If I'm right, I suggest you join or start a thread in the LogMeIn Free/Pro/IT Reach and Ignition section of the boards.

Further to my post above I can't even access the forums from my Mac (I'm now on my office PC) - if logmein doesn't work with Macs please say so clearly - I've wasted many hours now assumming it was me doing something wrong.

I also emailed someone from your salesdepartment (in response to his email asking if I wanted me to upgrade to the pro version) to ask if the software would allow me to control a PC from a Mac - that was sometime last week, so far no reply.

>> There is a blue hyperlink near the start of the article that takes you to our beta site.

Uh, no, there's not. There's a functional link for LogMeIn Free, but the other link, presumably for LogMeIn Rescue, just takes me to https://beta.logmeinrescue.com/HelpDesk/Home.aspx, which is completely useless. There's a link on the LogMeIn home page that links to the article, but nothing anywhere that links to the actual download. There's nothing relevant on the Labs page, either.

Here I am, on a weekend, with no LogMeIn tech support, trying to help a client because I was told LogMeIn supports Macs, and trying all sorts of things to get it to go. It's _really_ irritating, especially given the cost of the licenses. Did somebody remove it without notice? If it's been withdrawn, at least say so!

BTW, regarding documentation: there's zero, zip, no mention of Macintoshes at all in the Rescue manuals, or any on-line info on the LogMeIn Rescue web site aside from the Forum, that I can see. Question: are the manuals updated immediately (as they should be) when new features are released, or do we have to search both the manuals and the "new features" documentation every time we look for something? There don't seem to be any revision dates on the web site, so it's hard to tell, and I don't see anything that says.

/kenw

Above you wrote

"

You are right & I am wrong.

I answered from a LogMeIn Free & Pro perspective, not Rescue. "

I need to connect to a PC from a Mac, but despite having instaklled the Mac beta

mentioned above don't sem able to - am I doing something wrong ? (I'm sure the first time I tried a few weeks

ago I could see the PC from the Mac)

What is the difference between logmein & logmein rescue ? - recently even if I type

www.logmein.com I get redirected to rescue

Hi Jim,

There is a blue hyperlink near the start of the article that takes you to our beta site.

If you're familiar with Rescue, be aware that it offers the remote control, file manger and chat features and no other Rescue features at this time.

Andy

Anon28157

Andy,

The link (http://www.itwire.com/content/view/15656/53/ ) for the Rescue product doesn't seem to have the beta download.

Maybe I'm missing it.

Jim

http://www.itwire.com/content/view/15656/53/

Beta at this stage, so the usual usage cautions apply.

Andy

Anon92734

any news when logmein will be ready for the rescue service i can't wait to give this a try

These are primarily user-to-user conduits.

LogMeIn has well-established channels for your sort of question via the support ticket system accessed via the Support link. You are asking for details of the company's product road map though, and are unlikely to get more of a response than I have already given you.

It's always worth a try though...

Anon80825

Hmmm. Exactly what are forums for then if not to exchange information, ideas and to minimize calls to tech support? If this is beyond your scope of knowledge, you should immediately escalate this issue to a tech who knows the answer.

As I said in my earlier message: "Please do not ask for any further details here, as I am unable to provide them."

Andy

Anon80825

This is indeed good news. With the Apple segment growing and consequently the Apple Stores being overwhelmed for the foreseeable future, this market is ripe for IT pro's to grow new revenue streams. Please don't minimize this in your long-term planning. Can I assume that the same client will be able to handle Linux as well?

NPS

ORIGINAL: Andy Harvey

Please see my previous post with my response, which has not changed since then. Sorry I can't be more enlightening...

Andy

OK, I have done some delving and it seems that LogMeIn will be releasing a Mac preview version by the end of this year. It will be released on the Labs page and will be for non-commercial use. Only remote control, remote view and chat will be supported.

Keep a watchful eye on the Announcements section of the forums and on the Labs page. Please do not ask for any further details here, as I am unable to provide them.

Andy

Please see my previous post with my response, which has not changed since then. Sorry I can't be more enlightening...

Andy

DesignJoe

First, please let me say that I *LOVE* the LMI Rescue service! It has made my life (and job) SO much easier!

I certainly want to maintain my LMI Rescue service, however the lack of Mac support (especially for the Technician Console) is going to be a HUGE determining factor for my renewal... My company is going Mac in the next month!

Please, Please, Please tell me that the technician console will be available on Mac's very soon!??? (Firefox extension that will run on Mac, anything!?)

Thanks as always for your fantasitc service!

Hoping for the best,

~jh

My response it to say that I am not able to respond, sorry.

These are mainly user-to-user conduits and LogMeIn only makes product announcements when we ship a product on the Announcements section.

All I can say is please keep an eye on the website for any further information, in particular the Labs page.

Andy

SpeedDemon

Please respond...............?!?!?!?!

SpeedDemon

Is LMI Rescue support for controlling Macs going to be coming in the near future once LMI Free for Macs is out of beta.

Tempus,

You are right & I am wrong.

I answered from a LogMeIn Free & Pro perspective, not Rescue.

It is not possible to run the Technician Console on a Mac. It is also not possible to run the Rescue applet on a remote machine.

Apologies for misleading you.

Andy

Anon2196

This does not appear to be strictly the case. When you want to support a Windows PC from MAC OSX you are prompted with a WARNING Message “Your operating system is not supported. Please use Win-32 based operating system.” So it would appear that it is not possible to support Windows PC’s from MAC’s – Comments appreciated.