Switch to skip peer-to-peer-Connection when downloading LogmeinRescue-Adhoc from Website

Question

Dear Community,

as you probably know, your clients might have trouble establishing a remote connection using logmein rescue, if their firewall, security-software, etc. doesn't allow direct peer-to-peer-connections with your IP.

If the client has the full logmein rescue Software installed locally, she/he can force logmein rescue to use TCP-Relay-Transmissions by pressing and holding down CTRL + ALT + SHIFT while clicking on "Connect to technician" or submitting the 6-digit Code. See here for more info on this solution:

https://support.logmein.com/rescue/help/my-customer-is-having-trouble-connecting-through-rescue-what-should-i-do

However, when downloading the logmein rescue tool from logmein123.com or a customized site, this option is not available to skip peer-to-peer (ptp, p2p) UDP-Connections and use the relay function of the logmein server.

Is there any way, perhaps a commandline-switch to enable this workaround feature for those adhoc-sessions using the downloaded logmeinrescue as well?

mpp2024 · Answer

Hi GlennD,

thanks for the confirmation, that there is currently no commandline switch available. I would rather not disable p2p on an account basis, as this will certainly have impact on connection performance. All of our customers have the logmein Rescue software installed by default, so the mentioned usecase is really an exemption. We can also make them download and install our support software.

However, I noticed addtional debug log messages in the LMI Rescue window on the client side while using the workaround. Does the CTRL + ALT + SHIFT - switch also set the LMI rescue software in some sort of debug mode, which transmits more statistics or telemetry or information to your servers?

One last question: it seems, that security software, like McAfee, Trendmicro, Sophos, Sentinel One, etc. quite often prohibit connection attempts, especially with their behaviourly driven components. Has GoTo made any effort in reporting this to the respektive software issuers to get whitelisted for their - from my perspective - legitimate use case of providing remote support.

Thanks for another quick reply in advance.

GlennD · Answer

Hi @mpp2024, welcome to the community.

Currently, there is only an option to disable P2P for the entire account from out side. I am going to ask your account manager to contact you to discuss further.