Screen sharing not working?

Hi,

Just started testing the new Beta version, read the "New Features" manual, but cannot understand how to show the remote my screen, as the button is disabled.

I am logged in as the administrator, and have the rights to share my screen. The Client is XP, and also has admin rights.

Tried logging out and back in, still the same.

Any ideas why?

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digitalview

I have tried using screen sharing with the Technician Console running on Firefox, and the customer logging in with a PIN code on Internet Explorer 7, with no success. However, if I run the Tech Console on IE7, with the same customer, it seems to work.

Is it necessary for both parties to be running the same browser?

Damien

MBooher

A fellow technician and I were checking out the screen sharing function. We are really looking forward to this feature. We initiated a beta Rescue session. My colleague used a pin code at beta.logmein123.com. In my session the screen sharing icon was available and did share my screen on my colleagues computer. A very small window appeared and when she clicked the maximize icon, the screen went blue and the following message displayed.

Hardware Malfunction

Call your hardware vendor for support

NMI: Parity Check/Memory Parity Error

The System has halted.

After a hard reboot the computer is now working normally.

Needless to say we are afraid to test this again.

Any ideas?

Michele Booher

AmandaP

Hi Everyone,

Your feedback is extremely important to us, and we thank you for taking the time to post these issues in the Forums.

Here are a few things you'll want to double-check if you run into any trouble with Screen sharing:

- Make sure that the proper permissions have been set in the Admin Center. The setting is under the Organization tab for your Technician Group. The box next to "Allow screen sharing with customers" must be checked.

- Make sure that both sides of the connection are using the Beta software. This means that you must be logging into your account through https://beta.logmeinrescue.com, and your clients must be entering the PIN through http://beta.logmein123.com.

- At this time, Calling Cards and any channel links/forms pointing to the regular Rescue site will not allow screen sharing. If you need them, the Beta Admin Center has updated channel links which will point to the new applet.

Some people have run into problems after updating their tech console to the Beta version. If you are still running into any trouble after you have checked all of the above, try reinstalling the Technician Console from scratch. To remove the Rescue Technician Console, please follow these instructions:

In Internet Explorer 6, go to Tools > Internet Options > Settings > View Objects, then right-click and remove the Rescue control. If you get an access denied message, restart IE and try again.

In Internet Explorer 7, go to Tools > Internet Options > Programs > Manage Add-ons. Find the Rescue technician console under "Downloaded ActiveX controls" and select delete.

In Firefox, go to Tools > Add-ons. Switch to the Extensions tab, and uninstall the LogMeIn, Inc Rescue Technician Console. If it is not listed there, Navigat to C:\Program Files\Mozilla Firefox\plugins, and delete the file npRescue.dll.

When you log into your Rescue account, you will be prompted to download the technician console.

We will be updating the LogMeIn Rescue Beta periodically with enhancements and fixes, so we look forward to your continued use and comments.

aevans_ccc

I am in the middle of testing the new features, we also connect using the pin code method and when I press the new icon for screen sharing it disappears and no sharing occurs. Any ideas anyone?

The newer client also fails to startup on one of the clients I have - and it is logged on as a system administrator and yet the error is 'Access denied'.

I dislike the colour scheme and if they are going to choose such awful colours you should be able to at least customise them.

Mark Jones

We are also unable to test this. We have used the Beta applet and the Beta rescue console. The applet just won't connect

Singer

I notice that if I use the pin code method to log the client in it allows me to use the screen sharing.

A much better and modern chat box appears using this method. The size of the chat box can be adjusted which is a definite advantage to previous chat boxes.

So I assume this has something to do with the calling card method of connection. I have tried modifying the calling card and regenerating but this does not appear to make any difference. Any ideas anyone?

BTW: downside of the modern chatbox on client computer. The setting allowing you to keep the chat box on top has gone.

Singer

I am in the process of testing the Beta version. As we are only a small company we only have one seat which I administrate and am also The Technician.

Therefore some of the features will not be of any benefit, however I would like to use the screen sharing.

As Sammy found the button is greyed out. I am accessing directly through the LMI website so this can't be the cause of the problem. The test client computer is running the latest calling card although I have not made any mods to this since the Beta version.

Any ideas why this isn't working?

By the way I do like the new improved front end. It looks a bit more up to date.

Phil121interact

So is this implimented, as it's the No1 feature I have been waiting 4 and the reason to put in major investment with more seats and more expansion ....?

Sammy

Just found the problem.

I had connected using our own bespoke web page, which connects to logmein. Of course this not running the new client app

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