Supporting iOS Devices
This article gives guidance to Rescue technicians.
This section summarizes how LogMeIn Rescue+Mobile can be used to support iOS devices (iPhone, iPad, iPod touch).
Remember: The actual set of features available to a technician is set at the group level in the Administrator Center.
LogMeIn Rescue+Mobile App for iOS
For a full-featured experience, the customer's device should be running the LogMeIn Rescue+Mobile app for iOS, which the customer must download from the App Store.
When the customer has the LogMeIn Rescue app for iOS, LogMeIn Rescue+Mobile technicians can push configuration settings and view system info. Otherwise, the session can be run in Safari using Instant Chat, which only allows the technician to push configuration settings.Connection Methods
- SMS
- PIN Code
- Link and Messaging Tool
iOS Support Session Types
At the start of every support session (upon entering the PIN code), the customer needs to choose from the below two session types.
- Chat
- Broadcast
- Chat
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The following features are available:
- Chat
- Device Info via Click2Fix
- Push email and APN configuration
- Basic Remote Control
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- Basic Remote Control
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During a Chat session, the technician can launch Remote Control from Click2Fix or the Customer Display tab making the following features available.
- Access to device info (system and network configuration)
- Access to screenshots the customer creates during the session
- Co-browsing pages using the browser built into the LogMeIn Rescue+Mobile app (Whiteboard and Laser Pointer also available)
- Broadcast
- The LogMeIn Rescue + Mobile iOS app (from v7.12.32 onwards) provides screen sharing functionality leveraging the iOS Broadcast feature introduced in iOS11. This enables technicians to solve issues on the customer's iOS device outside of the R+M app. When the app is sent to the background, the device screen is still transferred to the LogMeIn Rescue Technician Console. For detailed information on starting a Broadcast session, see Starting a Screen Sharing (Broadcast) Session on an iOS Device
Features and Tools Available from the Click2Fix Tab
The Click2Fix tab gives technicians a set of tools for analyzing and resolving the most commonly encountered issues faced by mobile customers.
The following widgets are available for LogMeIn Rescue sessions with an iOS device with the app:- Info and Alert Bar
- View basic device info and highlighted issues or action items.
- Mobile Network
- View mobile network information. Push predefined APN settings.
- System
- View basic information about the customer's device.
- Web Shortcuts
- Push icons that give the customer access to web content from their home screen.
- Battery
- View battery details.
- Connections
- View a device’s Bluetooth, GPS, and Wi-Fi connections.
- Direct URL
- Send customers predefined or custom URLs, which open automatically.
- Processes
- View how much of the available memory is used by running processes and applications.
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Add new email accounts to the default email app.
Features and Tools Available from the Customer Display Tab
- Launch Remote Control Session
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View and control the
LogMeIn Rescue + Mobile iOS app on the customer's device. Depending on permissions, the following features may also be available when controlling an iOS device:
- Chat
- White Board
Tip: You can use the Rotate Left/Rotate Right buttons (under Device view, or on the Session Toolbar in case of the Customer Display tab) to switch between landscape and portrait modes. - Launch Display Viewing Session
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View the
LogMeIn Rescue + Mobile iOS app on the customer's device. Depending on permissions, the following features may also be available when viewing an iOS:
- White Board
Tip: You can use the Rotate Left/Rotate Right buttons (under Device view, or on the Session Toolbar in case of the Customer Display tab) to switch between landscape and portrait modes.
Features and Tools Available from the System Info Tab
- Dashboard
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The Dashboard tab provides access to the following information:
- System Information (OS, Device model, Device screen)
- Memory Information
- Wireless and Network Information
- Battery and Power Consumption Information
- Storage Information
- Process (Top 5 per CPU)
- Processes
- View processes running on the customer's device.
Features and Tools Available from the Device Configuration Tab
- Email settings
- Exchange ActiveSync settings
- Access Point settings
- Passcode settings
- Restrictions settings
- Web Clips settings
- Wi-Fi settings
History and Notes Capabilities
- Add/Edit Notes
- Take notes during a session and save them.
- History and Notes Capabilities
- View the session log and any notes made during the active or past sessions with the current in-session device.
Article last updated: 9 May, 2024