Frequently Asked Questions
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| Q: |
How does this service work? |
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| A: |
Once you connect to
the service, you are prompted to download a small, self-installing
plug-in, which allows your support representative to view your
desktop and share control of your mouse and keyboard. At any time
during a support session, you can take control of your computer just
by moving your mouse. You will be in charge at all
times. |
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to Live Remote Assistance ] |
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| Q: |
Can
my support representative look through files without my
knowledge? |
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| A: |
Absolutely not. Your
representative sees only what you see and whatever you permit him or
her to see on your computer screen. Before your support
representative views your screen, he or she will first ask your
permission and request that you close all documents containing
private information. |
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to Live Remote Assistance ] |
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| Q: |
How
is security maintained? |
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| A: |
At the beginning of
a screen-sharing session, you and your support representative are
connected via a communication server. The screen data that is passed
between you and your support representative during a session is
highly compressed, and encrypted using 256 bit SSL technology. All
data travelling between your computer and your support
representative is safe, can only be viewed by the connected parties.
Privacy principles are HIPAA compliant. After the session has ended,
your support representative can no longer see your screen or access
your computer unless you make another explicit request for support. |
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| Q: |
What are the minimum requirements for my computer and
Internet connection? |
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| A: |
For your support
representative to view your desktop, your computer should meet these
requirements: |
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| · |
28.8Kbps or
greater Internet connection (56K recommended) |
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| · |
Required
Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or
XP |
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Internet
Explorer 4.0 or Netscape 4.0 or higher |
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| · |
Recommended: Ability to make direct outgoing TCP
connections, or availability of a SOCKS server or an HTTP
proxy | |
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to Live Remote Assistance ] |
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| Q: |
Is
the plug-in virus free? |
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| A: |
Yes, the plug-in is
safe. We're as concerned as you are about this issue, so regular
virus checks and updates are conducted. This helps us maintain our
technology at the highest standard to ensure superior quality
service. The warning message you might see on your screen is a
default message displayed by your browser when you download
executable files. You can feel confident using this
plug-in. |
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to Live Remote Assistance ] |
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| Q: |
What is the size of the file that I will download to
engage in a screen-sharing session with my support
representative? |
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| A: |
The file size is
approx. 700Kb |
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| Q: |
Are
there any files or folders left on my computer after the session
ends? |
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| A: |
When you disconnect
from the support representative, the Logmein Rescue software removes
itself from the memory of your computer, and removes all files and
folders which were created during the session. The downloaded
executable file is the only one staying on your computer, located in
Temporary folders of your system; however, the file is useless
without a new download – each executable can only be used once by
design. To download a new executable, you would need to initiate a
subsequent session with a support representative. When you run your
Disk Cleanup Wizard in Windows for example, every temporary file
including the single Logmein Rescue executable will be deleted from
your computer permanently. At any times, screen-sharing sessions
have to be initiated by you, not a support representative. |
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to Live Remote Assistance ] |
