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How to Start a Mobile Session via PIN Code

This article gives guidance to Rescue technicians.

Follow this procedure to connect to a customer using a PIN code.

Before you begin:

The agent must have an active Rescue+Mobile add-on license.

The agent's Technician Group must have permission to start Private Sessions.

The agent's Technician Group must have permission to use the PIN Code connection method.

  1. On the Session toolbar, click New Session.

    Result: The Create New Session window is displayed.

  2. Type the customer's name or other identifier in the Name field.

    Result: You will use this name to identify the session on the Active Session tab and in the Session List.

  3. Select the PIN Code tab.
  4. Click Create PIN Code.

    Result: Rescue generates a 6-digit PIN code and displays it in the Create New Session window and in the Session Log.

  5. Ask the customer to go to the PIN code entry site:
    • On devices running the Rescue+Mobile app, the user launches the app to view the PIN entry screen
    • On devices without a Rescue+Mobile app, the PIN code entry site is or
  6. The customer enters the PIN.

    Result: The customer clicks to download the applet if not already installed.

    Note: The download procedure may vary depending on the customer's operating system.

  7. Pick up the session by selecting it in the Session list and clicking Start.

    Result: Customer Status will change to Active.

Results: You can now use the Technician Console to deliver remote support.
Article last updated: 27 September, 2022