HELP FILE

What's New in Rescue?

    Read our release notes about the latest features and improvements.

    Rescue Applet (Windows), Technician Console (Windows) - August 3, 2022

    Rescue Applet - Windows v7.50.432.2437
    Rescue Technician Console for Windows v7.50.3549

    Fixes

    • Fixed an issue in the *.3541 Technician Console version when no error message was displayed when a wrong password was entered.
    • Fixed an issue when users could not start remote control sessions on their Android devices from the TC. The fix relates to version 7.50.3539 and newer.
    • Automatic proxy detection now works as expected on Windows 11.
    • Accented German characters are now properly supported in Rescue 7.50.

    Rescue Website - July 14, 2022

    Improvements

    • This release introduces a new version of Azure Active Directory Connect sync, to be able to fetch every group from the respective Azure AD.

    Fixes

    • Fixed an issue when the SSO region changer site redirected users to the Account/Login site.

    Rescue Website - July 7, 2022

    Improvements

    • This release introduces granular administrator group permissions, so when an admin has “Restricted administrator rights” they are shown only those tabs they have been granted access to. Every tab can be enabled or disabled. For more information see: How to Create an Administrator Group

    Fixes

    • Fixed an issue where the Technician Console of Enterprise customers based in the EU did not connect to the European enterprise gateway resulting in voiding the security of their enterprise domains.
    • Fixed an issue when enterprise companies blocking non-enterprise domains were unable to connect.

    Rescue Website - June 29, 2022

    Fixes

    This release introduces several minor fixes and improvements in the Beta version of the Technician Console.

    Rescue Applet (Mac), Calling Card for macOS and Website - June 16, 2022

    Rescue Applet - Mac v7.50.435.522
    Calling Card MAC v7.50.435.522

    Improvements

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

    Fixes

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

    Rescue Applet (Windows) - June 9, 2022

    Rescue Applet - Windows v7.50.430.2435

    Fixes

    • Fixed an issue when switching to an admin user on a target machine disconnected the v7.50 Applet.
    • Fixed an issue when connecting to unattended Windows devices failed on the first attempt.

    Rescue Website - May 4, 2022

    Improvements

    • This release introduces improved media streaming for our Global and EU Rescue 7 Lens users.
    • The previous version of Rescue Win Applet is updated from 7.11.417.2117 to 7.14.426.2323.

    Fixes

    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.

    Rescue Technician Console (Windows) - April 28, 2022

    Rescue Technician Console for Windows v7.12.3379

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    Rescue Technician Console (Windows), Applet (Windows) and Website - April 21, 2022

    Rescue Technician Console for Windows (Next) v7.50.3539
    Rescue Applet - Windows v. 7.50.429.2428

    New functions in the Technician Console and Applet 7.50

    • Upgraded user experience in remote control and desktop view sessions on Windows computers

      Lead technicians can now apply video stream in the lead session, which means that the screen of the remote computer is transferred in a video stream without audio. However, if the video stream doesn't start on time, the Technician Console automatically falls back to the legacy screen transfer method. Additionally legacy screen transfer may be selected as an option, if a technician finds that the stream is using too much resource, or the stream is lagging.

    • Significantly shorter connection time when remote control and desktop view are started applying legacy screen transfer, since the Technician Console applies the existing connection with the remote machine instead of building a new one.
    • MKV/VP8 screen recording method for sessions initiated from the applet

      No pre-installed Rescue or Windows codec is needed, no more headaches if codecs are missing on x64 platforms. The recording can be played back with most open source media players without the hassle of converting the recordings.

    • Screen recordings can now be uploaded to cloud devices

      We have added a new fully functional and customizable script template to the Technician Console to manage uploads to cloud devices. By applying the recommended external tool (rclone.exe), about 50 clouds, data devices and protocols are supported.

    • New diagnostic functions
      • to collect detailed debug logs
      • to debug custom screen recording uploads
    • The new search panel in the Technician Console helps technicians find a specific computer from large pools of unattended computers.
    • We have added an advanced Task Manager composite button to the remote control toolbar of the Technician Console to access quick commands.
    • Mac calling cards can now be deployed during sessions.

    Fixes

    • 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.

    Rescue Website - April 7, 2022

    Improvements

    • Rescue now offers an option for companies to synchronize users from an Azure Active Directory to their Rescue accounts.

    Fixes

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

    Rescue Technician Console (Mac) - March 24, 2022

    Rescue Technician Console for Mac Desktop App v7.12.3334.13-69

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    Fixes

    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.

    LogMeIn is now GoTo – February 2, 2022

    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.

    Rescue Website - January 20, 2022

    Fixes

    • 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.

    Rescue Website - November 18, 2021

    Improvements

    • 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.

    Fixes

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

    Rescue Technician Console (Mac) - November 18, 2021

    Rescue Technician Console for Mac Desktop App v7.12.3334.2-68

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    Fixes

    • 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.

    Rescue Calling Card for macOS - November 18, 2021

    Calling Card MAC v. 7.14.433.455

    Improvements

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

    Rescue Website - November 9, 2021

    Improvements

    • 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.

    Rescue Applet (Mac) - November 9, 2021

    Rescue Applet - Mac v7.14.432.454

    Improvements and fixes

    This release provides full support for the macOS Monterey.

    Rescue Website - September 23, 2021

    Fixes

    • 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.

    Rescue Website - September 1, 2021

    Improvements

    • 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.

    Rescue Calling Card for macOS - August 11, 2021

    Calling Card MAC v. 7.14.431.122

    New

    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.

    Additional benefits
    • Support for non-admin end-users

      The Rescue Calling Card for macOS can be deployed and installed by an administrator, thus the permissions necessary for remote control are already enabled. In practice this means that non-admin users can now receive full support from their IT team by using Rescue.

    • NTLM proxy handling

      Our Rock-star engineers developed a solution that not only provides proper support for NTLM proxy authentication in the Calling Card, but extends this support to the regular applet downloaded during a standard pin-based support session.

    Rescue Website - June 17, 2021

    Fixes

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

    Rescue Applet (Windows) - June 10, 2021

    Rescue Applet - Windows v. 7.14.426.2323
    Rescue Applet - Windows Instant Chat v. 7.14.426.2323

    Improvements and fixes

    • Updated the MSI message box text.
    • This applet uses a new command line parameter that rearranges the gateway domain name to use the pattern with the company ID. Consequently customers who connect to a gateway via a proxy can now block the DNS-connection before the applet gets connected to the proxy.
      Note: This feature is available only on demand.
    This release also introduces some minor bug fixes.

    Rescue Applet (Mac) - May 20, 2021

    Rescue Applet - Mac v7.14.428.453

    Improvements and fixes

    This release introduces some macOS related bug fixes.

    Rescue Applet (Mac) - April 15, 2021

    Rescue Applet - Mac v7.14.427.451

    Improvements and fixes

    This release introduces some macOS related bug fixes.

    Rescue Technician Console (Mac) - April 13, 2021

    Rescue Technician Console for Mac Desktop App v7.12.3334-68

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    New

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

    Rescue Website - March 25, 2021

    New

    • 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.

    Improvements

    • This release introduces some macOS related bug fixes.

    Rescue Website - March 18, 2021

    Improvements

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

    Rescue Applet (Mac) - March 11, 2021

    Rescue Applet - Mac v7.14.426.431

    Improvements and fixes

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

    Rescue Website - March 3, 2021

    Improvements and 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.

    Rescue Website - February 11, 2021

    Improvements and fixes

    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.

    Rescue Website - January 28, 2021

    Improvements and fixes

    This release introduces various minor fixes and improvements.

    Rescue Technician Console (Mac) - December 11, 2020

    Rescue Technician Console for Mac Desktop App v7.12.3334-66

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    New

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

    Rescue Technician Console (Next) (Windows) - November 19, 2020

    Rescue Technician Console, Browser v7.12.3379
    Rescue Technician Console, Desktop App (Windows) v7.12.3379

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    Improvements and fixes

    • 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.

    Rescue Website - November 12, 2020

    New:

    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.

    Rescue Website - November 4, 2020

    New:

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

    Improved:

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

    Rescue Website - September 24, 2020

    New:

    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.

    Improved:

    • 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.

    Rescue Website - September 17, 2020

    New:

    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.

    Rescue Website and Applet (Windows) - September 2, 2020

    Rescue Applet - Windows v. 7.14.425.2312
    Rescue Applet - Windows Instant Chat v. 7.14.425.2312

    New:

    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).

    Rescue Applet (Windows) - July 8, 2020

    Rescue Applet - Windows v7.14.423.2309
    Rescue Applet - Windows Instant Chat v7.14.423.2309

    Improvements and fixes

    Besides several general improvements, this release features the following new fix.
    • Fixed an issue where CPU usage on the customer's computer spiked after the technician sent a request for system information during an unattended session.

    Rescue Technician Console (Next) (Windows) - June 12, 2020

    Rescue Technician Console, Browser v7.12.3359
    Rescue Technician Console, Desktop App (Windows) v7.12.3359

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    Improvements and fixes

    • 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.

    Rescue Applet (Windows and Mac) - March 12, 2020

    Rescue Applet - Windows v7.14.420.2233
    Rescue Applet - Windows Instant Chat v7.14.420.2233
    Rescue Applet - Mac v7.13.422.380
    Rescue Applet - Mac Instant Chat v7.13.422.380

    Improvements and fixes

    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.

    Rescue Technician Console and Applet (Windows and Mac) - February 20, 2020

    Rescue Technician Console Desktop App v7.12.3351
    Rescue Applet - Windows v7.14.420.2230
    Rescue Applet - Windows Instant Chat v7.14.420.2230
    Rescue Applet - Mac v7.13.421.376
    Rescue Applet - Mac Instant Chat v7.13.421.376

    You can find available versions of the Rescue Technician Console on our dedicated DOWNLOADS page.

    New

    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

    Improvements and fixes

    • 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).