LogMeIn Rescue is a screen-sharing service that allows your Support Team representative to see what you see on your screen when trying to troubleshoot any technical issues you may be experiencing when using TaxCaddy. When necessary, LogMeIn Rescue also offers you the option to grant your Support Representative remote access to your device to further investigate any such technical issues.
At times, your support agent may obtain a HAR file.
Click here to learn more about generating HAR files.
You can access LogMeIn Rescue while using the following browsers:
- Chrome (Recommended)
- Edge
- Firefox
- Safari
Using LogMeIn on PC
Follow these steps when using LogMeIn Rescue on a PC:
- Go to http://www.logmein123.com
- To join a remote session, enter the 6-digit pin (provided by your Support representative), then click Start Download.
- Once you've entered the 6-digit code, click the invitation link emailed to you.
Alternatively, you can paste the direct link found in that same email.
- Once you've entered the 6-digit code, click the invitation link emailed to you.
- You will be asked to save the LogMeIn Rescue download. Once you find a suitable location to save this file on your device (i.e. the Downloads folder), click Save.
- Open the downloaded file. This can vary depending on your browser of choice:
- For Google Chrome users, the Download
icon will appear. Recently downloaded files will appear to the right of the address bar. If the download tray is not present after downloading, locate the Menu
icon at the top right of the browser and select Downloads.
- For Edge users, look for the Download
Alternatively, you can click Settingsicon, then click Settings. Downloads will appear in the left-hand column under Settings.
- For Edge Legacy users, you can click Settings and more > Settings. Scroll to the Downloads section, then the file path for your downloaded files will be listed in the Choose where to save section.
- For Firefox users, click the Downloads
- For Google Chrome users, the Download
- Once you open the file, you will be asked if you want to allow the app to be used during your remote session. Click Continue to agree and proceed.
- Read through the Thomson Reuters Terms & Conditions to continue. Scroll to the bottom of the terms and conditions, then click Accept to proceed.
- Two options are available for you and the agent: Remote-Control Session and Desktop Viewing Session. This decision is to be made on the agent’s side.
- Once you and your Support representative confirm which type of session will take place, you will receive one last notification asking you to confirm the connection and the types of accesses you wish to grant your representative. Click OK if you agree and the session will begin.
Using LogMeIn on Mac
Follow these steps when using LogMeIn Rescue on a Mac device:
- If you've not yet granted LogMeIn Rescue permissions on your device
- If you've already granted LogMeIn Rescue permissions on your device
If you've not yet granted LogMeIn Rescue permissions on your device
- Go to http://www.logmein123.com
- To join a remote session, enter the 6-digit pin (provided by your Support representative), then click Start Download.
- Once you've entered the 6-digit code, click the invitation link emailed to you.
Alternatively, you can paste the direct link found in that same email.
- Once you've entered the 6-digit code, click the invitation link emailed to you.
- You'll be asked if you want to allow LogMeInRescue to download the necessary files. Click Allow if you agree to the download.
- Once you allow the download to start, open your Downloads folder in the upper right-hand corner to look for the file titled Support-LogMeIn-Rescue.
Alternatively, you can click the LogMeIn Rescueicon that appears in the bottom-right corner of your screen (in the toolbar).
If you still cannot find the downloaded file, you can click your Finder magnifying glass icon at the upper-right corner and manually search for your download folder.
- When trying to open the download, a pop-up message may appear asking you to confirm your choice to open the file. If you wish to proceed, click Open.
- You will receive a copy of the End-User License Agreement. Please review and click Accept to proceed.
- You will be prompted to access your computer’s Permissions menu. Click Open Accessibility. Towards the bottom of the Permissions window, you’ll see a brief tutorial for allowing Support-LogMeInRescue permission to run on your computer.
- If LogMeInRescue has not already been allowed to run on your computer, click the plus (+) icon.
- To save this update in permissions, you will be asked to enter your Apple ID password (the password you use to log into your Mac computer).
If you have Touch ID enabled, you may be able to use this option instead.
- Click Support-LogMeInRescue, then click Open.
- Accessibility for LogMeIn-Rescue should now be enabled.
- You will see a window appear asking you to confirm your choice to temporarily allow your Support representative access to your device. Click OK if you agree.
If you've already granted LogMeIn Rescue permissions on your device
- Go to http://www.logmein123.com
- To join a remote session, enter the 6-digit pin (provided by your Support representative), then click Start Download.
- Once you've entered the 6-digit code, click the invitation link emailed to you.
Alternatively, you can paste the direct link found in that same email.
- Once you've entered the 6-digit code, click the invitation link emailed to you.
- Open the downloaded file. Click the Download
The location may vary slightly depending on your browser of choice.
- Double-click the downloaded file titled Support-LogMeIn Rescue download.
- Click Open to open the downloaded file.
- You will receive a copy of the End-User License Agreement. Please review and click Accept to proceed.
- Your Support representative will now be able to begin one of two types of remote sessions: Remote-Control Session and Desktop Viewing Session.
- You can end the session and revoke access from your device at any time using the Red X icon. You will be asked to confirm this choice before officially ending the session.
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