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Customers need to be on at least v7.14.434.456 to update to the latest version of the Rescue Applet (Mac).

Fixed an issue when uploading the Mac Calling Card logo reset all value in the Calling card to default.

Fixed an issue in connection with checking available technician seats. From this release only those technicians consume a seat whose Standard checkbox is enabled on their admin form.

• Top 100 crash causes have been fixed.
• Fixed an issue when Windows Server 2019 instances were displayed as Windows Server 2016 devices on the Sys Info tab.
• Fixed an issue when Windows 11 computers were displayed as Win10 computers on the Sys Info tab.
• Fixed some linguistic issue in the Italian version of the Technician Console
• Fixed an issue where chatlogs were not shown when the TC was closed without an active internet connection.
• Applied some back end changes related to the new branding of the company.

• Fixed an issue where agents from non-enterprise EU accounts were able to start pin sessions on Global Enterprise accounts.

This release introduces improvements and fixes in connection with macOS Monterey 12.3.

• The Desktop Technician Console can be started now as intended from the My account page.
• Fixed an issue when customers could not start sessions from the Technician Console.
• Access Wizard can now be installed as intended.

We've relaunched our brand with a fresh look and feel! But don't worry – you'll still find everything in its usual place. Learn more.

• Fixed an issue in Audit reports, so now the IP address is displayed correctly even if the technician was enabled or disabled before generating the report.
• Fixed an issue in the Admin Center where users were redirected to an error page when they tried to upload an embedded script under the Resources section.

• The security enhancement introduced in this release by default requires a Strong password from the user when they create a new Rescue account. Password strength can be elevated or downgraded in the Admin Center.

• Fixed an issue when the Master Account Holder (MAH) was receiving concurrent seat notification despite having disabled them earlier.

• Fixed an issue when the Launch Technician Console link on the My Account page did not start the Technician Console on newer macOS operating systems.

• This release introduces stability improvements for macOS Monterey and a fix for the FirebaseCrashlythics related crash.

• The Audit report now contains the IP addresses of the users and any changes made to the concurrent licence limits on the Tech Group Organization tab.
• Master Account Holders (MAH) are now able to lock concurrent license fields at the Tech Group level. Consequently administrators can only edit these fields on the organization tab when the Tech Group is unlocked.
• The security enhancement introduced in this release provides no information about the existence of a given account in our system upon failed login events.

This release provides full support for the macOS Monterey.

• Since the Admin Center can display up to 65 characters in the respective fields, the character count is now limited accordingly in the name and description input fields of the Unattended Installer MSI Wizard.

• Enhanced the reporting functionality of the API so now they return the same values and columns as in the Admin Center Reports for Login, CustomerSurvey, Session, MissedSessions, Performance, and FailedSessions report types.
• SetReportType and GetReportType API call methods were introduced.

We are proud to announce the release of the Rescue Calling Card for macOS, a feature that historically has only been available to our Windows-based customers.

The Calling Card lets end users quickly and easily initiate a pin or channel-based support session from a desktop shortcut using a pre-installed component. This feature provides for a faster, smoother session initiation experience, as the user does not need to navigate to a pin entry site to download the applet. With Channel based sessions, users can even enter information about the problem as well as their contact or any other information into the custom fields - reducing the need for the Technician to gather additional information. The Calling Card is also brandable and customers can add their own logos and labels to make it feel like a natural extension to their existing tools.

• Master Administrators, Administrators and Master Account Holders are required to enter their passwords in the Admin Center to change email addresses and passwords?

This release introduces some macOS related bug fixes.

This release introduces some macOS related bug fixes.

The Rescue Technician Console for Mac runs smooth on macOS Big Sur and macOS Catalina (10.15).

• Master Administrators can now lock all group-level settings for their administrators who are thus unable to change company-wide settings in their technician groups or subgroups.

• This release introduces some macOS related bug fixes.

• The Hide technician tree global setting now applies to the admin node as well.
• Multi-instance support is now available in the ServiceNow integration.

Besides several general and UX improvements this release features some minor bug fixes.

Administrators can now change the name of a computer installed via Unattended MSI in the Admin Center under Actions by clicking the Rename Computer (pencil) icon on the Computers tab in a Technician Group.

Master Administrators can now control if Administrators can see the whole Organization Tree or only those Technician Groups to which they are assigned. To restrict Administrators' visibility of Technician Groups, Master Administrators can select the Show Technician Groups only to assigned Administrators setting on the Global Settings tab.

This release introduces various minor fixes and improvements.

The Rescue Technician Console for Mac Desktop App is now compatible with macOS Big Sur (11.0).

• A Rescue Technician Console appears in the DTC SSO login popup window upon successful login.
• Various security and reliability improvements were implemented.
• Fixed an issue where the Connect on LAN feature was delayed up to 2 minutes when establishing a new connection to another computer.

The Technician monitoring feature can be toggled to be enabled or disabled on a company level on the Global Settings tab of the Rescue Administration Center.

Mac support in the unattended wizard

The Apple Mac PKG file option is also selectable when creating unattended installer packages in the wizard.

• Newly created unattended access computers are listed under the respective technician group by default.

Enterprise PIN Page Restriction

The Rescue enterprise PIN entry page now only accepts PIN codes generated by technicians who belong to Rescue enterprise companies. The normal Rescue PIN entry page still supports both enterprise and non-enterprise customers.

• Rescue Administrators can now use the Access Wizard to create MSI installers to set up Unattended Access on multiple computers (earlier restricted to Master Account Holders and Master Administrators).

  For detailed information, see Setting up Unattended Access on Multiple Computers (Access Wizard).

• Fixed an issue where sometimes password reset emails were not sent.

Hide Post Session URLs

Master Administrators can now force Administrators to click a dedicated button to see or modify session data URLs in the Exporting session data section of the Admin Center Settings tab. Viewing or modifying the URLs will be recorded in the Audit Report log. This feature protects sensitive information (such as, username, password, API key) provided in the URLs, and allows companies to track which user viewed or modified these values.

For information about setting up this feature, see How to Hide Post Session URLs.

Unattended MSI Wizard

By using the Access Wizard, Rescue customers can conveniently mass-deploy the Unattended Access service to multiple devices. Once the installer is deployed, Rescue Administrators can manage the machines associated with each MSI they created.

For detailed information, see Setting up Unattended Access on Multiple Computers (Access Wizard).

• The Rescue Technician Console can now detect Instant Chat disconnection in much shorter time, especially on networks operating with low bandwidth.
• For the Connect on LAN feature, earlier versions of the Technician Console needed Remote Service Registry access enabled on the target machine, which some system administrators considered a security risk. The new Technician Console connects to on-LAN computers by using Windows Management Instrumentation without accessing Remote Registry. If this new method fails, the Technician Console can fall back to the old way of working.
• Fixed an issue where the technician's mouse movement was sometimes delayed on the customer's screen.

Besides several general improvements, this release features the following new fixes.

• Fixed an issue where it was impossible to remote control Macs that were using macOS 10.15 (Catalina).
• Fixed an issue where the Rescue Applet was unable to launch scripts deployed from the Technician Console on the customer's computer.

Rotate Left/Rotate Right

Using the new Rotate Left/Rotate Right buttons in the Technician Console during a Remote View or Remote Control session supporting an iOS device, technicians can switch between landscape and portrait modes.

Web Content Accessibility Guidelines Support

This release of the Rescue Windows Applet improves accessibility of these components to meet Web Content Accessibility Guidelines (WCAG) standards making them more perceivable, operable, and understandable to all users by introducing the following improvements.

• Nvda and JAWS screen reader support
• Windows high contrast mode support
• Tab navigation support

• Fixed a UI issue that occurred when the language of the Technician Console was set to Japanese.
• Improved permission handling when the customer joins a session from a Mac using macOS 10.15 (Catalina).

The Rescue Technician Console for Mac is now compatible with macOS Catalina (10.15).

Note: This version of the Rescue Technician Console for Mac supports OS X 10.12 (Sierra) and above. Users on OS X 10.11 (El Capitan) should download the Technician Console Desktop App (Previous) (Mac).

64-bit Support

The Rescue Applet for Mac now supports 64-bit macOS.

Dark Mode Support

The Rescue Applet for Mac now supports dark mode in macOS.

Catalina Support

The Rescue Applet for Mac is now compatible with macOS 10.15 Catalina.

• Fixed an issue where the Applet would intermittently crash when trying to open the post-session customer survey in the customer's default browser.
• Fixed an issue that did not allow technicians to disable the customer's wallpaper during a remote control session supporting a Mac running macOS Mojave.

Run Event Triggered Script

Administrators can now configure an embedded script to run after specified session events by selecting Run event triggered script in the Configure Embedded Script section on the Resources tab of the Administration Center.

Dedicated SAML (SSO) Login Page

Rescue users utilizing the SAML (SSO) login method can now easily log in on a dedicated SAML (SSO) login page.

Technician Status and Administrator Status Reports

Administrators can use the new Technician Status and Administrator Status reports to retrieve data for the selected member(s), including status (active/inactive), the version of Technician Console used, last login time, and the member’s organization group membership. These reports can be run from the Reports tab of the Administration Center, and respectively retrieve data for:

• Technicians (Global level), a Technician Group, or an individual technician
• Master Administrators, an individual Master Administrator, Administrators, or an individual Administrator

Synchronize Rescue Technician Groups with Active Directory User Groups

Master Account Holders can import Active Directory users as Rescue technicians into their organization. Key user data in Rescue will be automatically updated when those change in Active Directory.

The related setup can be initiated in the Rescue Admin Center, under Global Settings > Active Directory Synchronization.

This release introduces various minor fixes and improvements.

Import Technicians from a File

By clicking Import technicians on the Rescue My Account page, Master Administrators can upload a CSV or JSON file to import technicians "in bulk" to a selected Technician Group.

Windows 10 Support

This version of the Rescue Technician Console is compatible with Windows 10, Build 1809.

Besides several minor stability improvements, this release features the following fixes:

• Fixed an issue where the Technician Console crashed when the technician started sharing their screen more than once during a session, and the Technician Console was set to use a proxy auto-configuration (PAC).
• Fixed an issue where technicians were intermittently unable to send chat messages to the customer.
• Fixed an issue where a Channel session started automatically due to the relevant setting in the Rescue Administration Center (Settings tab>Session management (Channel)>Auto-start waiting sessions) was automatically moved into focus in the Technician Console causing the technician to lose focus on the session they were working on when the auto-started session became active.

Windows 10 Support

This version of the Rescue Windows Applet is compatible with Windows 10, Build 1809.

Azure Active Directory Support

The Rescue Windows Applet now supports connection to the Azure Active Directory needed for restarting the Applet as a Windows System Service.

Technician Console SSO Login

Rescue technicians with a Single Sign-On (SSO) ID can now start the Rescue Desktop Technician Console using any supported SSO authentication login method.

Mojave Support

The Rescue Technician Console Desktop App for Mac is now compatible with macOS Mojave (10.14).

64-bit Support

The Rescue Technician Console Desktop App for Mac has been upgraded to 64-bit to support upcoming macOS versions.

• Resolved an issue where technicians were unable to perform a silent install of the Calling Card on a customer's computer.
• Resolved an issue where no error message was displayed to Administrators of Rescue accounts using concurrent licensing when they tried to assign a mobile license to technicians when no mobile licenses were available for their account.

Rescue Desktop Technician Console & Single Sign-On

Rescue technicians with a Single Sign-On (SSO) ID can now start the Rescue Desktop Technician Console using any supported SSO authentication login method.

• Fixed an issue where the Technician Console did not delete the local screen recording file after uploading it to the FTP server.
• Fixed an issue where enabling/disabling CapsLock, NumLock, and Scroll Lock on a customer's computer did not work during a Remote Control session.
• Fixed an issue related to how customers were allowed to click Accept in the Rescue Mac Applet EULA window. It is now in sync with the related Force scrolling to bottom setting in the Administration Center.

• Improved Error Code handling.
• Improved rendition of the Rescue Applet on high-DPI 4K displays.
• When run as a Windows System Service, the Rescue Applet can now be shut down faster.
• The browser selector menu item (Settings > General > Web browser > Open links in the following web browser) has been removed from the Rescue Calling Card. All links clicked in the Calling Card Applet now open in the browser set as default in the customer's default browser.
• The Rescue Calling Card Applet can now download Proxy Auto-Configuration files from URLs with HTTPS schema too (no longer restricted to the HTTP schema).
• Fixed an issue where the Windows logon screen of the customer’s computer failed to appear in the Technician Console Remote Control window after rebooting or locking the customer’s computer with the Rescue Applet running as a Windows System Service.

• Improved Work Time calculation for reports.
• Fix for pushing email settings to iOS devices.
• Resolved an issue that made Ctrl+Backspace add a new character instead of deleting a word in the Technician Console chat box.
• Resolved an issue that prevented technicians from selecting text in a document and copying it to the Technician Console chat box by drag and drop.
• Resolved an issue that caused black rectangles to appear during the playback of screen recordings when the technician changed color quality during recording.
• Resolved an issue in the Technician Console that prevented session data Post to URL after an initial posting error.
• Restored proper functionality of spell checking in the Technician Console chat box. A single right-click on a misspelled word now yields suggestions.