Remote Support – Apple

Each web browser is a little different when it comes to allowing our service technicians to assist you remotely. Click the tab below that corresponds to the browser that you are using and then follow the instructions to get started with our remote service technicians.

If you run into problems with following these instructions, just let our representative know and they will be happy to help you.

1. Click the “Let’s Go” button.
2. A new “Support Connection” window will appear prompting you to “Enter your 6-digit code”. This six digit code is unique to you and will be provided by the technician who is assisting you.
   NOTE: If you don’t have a six digit “Support Connection” code and you would like live remote support, feel free to contact us for assistance and pricing.
3. Enter the six digit (numerical) code provided to you by the representative and click the “Connect to Technician” button
4. A small zipped installer package will be downloaded to your computer.
5. If Safari is using its default configuration, the installer package will decompress and launch automatically.
6. Click the “Continue” button and follow the onscreen prompts to install the LogMeIn Rescue support package.
   NOTE: This software is installed into the Mac OS X “tmp” directory and self destructs when it is no longer needed.
7. Following a successful installation, the LogMeIn “Rescue” application will launch. Its icon looks like this:
8. The following dialog box will appear:
   Note the information across the top of the dialog box stating “Waiting for technician”.
9. Once the technician is available, the above dialog box will change and it will state “You are chatting with” followed by the technician’s name.
10. If this session is going to be a remote control session where our representative is able to move your mouse and interact with the computer directly, you will see a sheet appear with the following content:
    NOTE: At any time you can click the “Disconnect” button on the bottom right corner of the “Rescue” window and disconnect the session.
11. You should now be fully connected with one of our representatives. Should you have any feedback or concerns about this or any of our procedures, feel free to fill out our “Feedback” form and let us know how we are doing, or if we can be doing something better.

1. Click the “Let’s Go” button.
2. A new “Support Connection” window will appear prompting you to “Enter your 6-digit code”. This six digit code is unique to you and will be provided by the technician who is assisting you.
   NOTE: If you don’t have a six digit “Support Connection” code and you would like live remote support, feel free to contact us for assistance and pricing.
3. Enter the six digit (numerical) code provided to you by the representative and click the “Connect to Technician” button
4. A new window will appear asking you to either “Cancel” or “Save File”. Choose “Save File”.

5. If it isn’t already open, the Firefox “Downloads” window will appear and a file (LMIRescue.pkg.zip) will be downloaded to your disk.
6. Double-click the file that was most recently downloaded. It should be titled “LMIRescue.pkg.zip.”
7. Your Mac OS X “Downloads” window should appear and there should be at least two files there. One of them will be titled “LMIRescue.pkg” the other will be titled “LMIRescue.pkg.zip.” Double-Click the file titled “LMIRescue.pkg.”
8. The “Rescue” Installer package will launch.
9. Click the “Continue” button and follow the onscreen prompts to install the LogMeIn Rescue support package.
   NOTE: This software is installed into the Mac OS X “tmp” directory and self destructs when it is no longer needed.
10. Following a successful installation, the LogMeIn “Rescue” application will launch. Its icon looks like this:
11. The following dialog box will appear:
    Note the information across the top of the dialog box stating “Waiting for technician”.
12. Once the technician is available, the above dialog box will change and it will state “You are chatting with” followed by the technician’s name.
13. If this session is going to be a remote control session where our representative is able to move your mouse and interact with the computer directly, you will see a sheet appear with the following content:
    NOTE: At any time you can click the “Disconnect” button on the bottom right corner of the “Rescue” window and disconnect the session.
14. You should now be fully connected with one of our representatives. Should you have any feedback or concerns about this or any of our procedures, feel free to fill out our “Feedback” form and let us know how we are doing, or if we can be doing something better.

1. Click the “Let’s Go” button.
2. A new “Support Connection” window will appear prompting you to “Enter your 6-digit code”. This six digit code is unique to you and will be provided by the technician who is assisting you.
   NOTE: If you don’t have a six digit “Support Connection” code and you would like live remote support, feel free to contact us for assistance and pricing.
3. Enter the six digit (numerical) code provided to you by the representative and click the “Connect to Technician” button
4. Chrome will begin downloading the installer package and it will indicate its progress in the bottom left corner of the “LogMeIn123.com – Remote Support” window.
5. Once the file has downloaded completely, click the down facing reveal triangle to the right of the name of the downloaded file and choose “Open” from the menu that appears.
6. You may notice the “BOMArchiveHelper” application launch, this is normal.
7. Your Mac OS X “Downloads” window should appear and there should be at least two files there. One of them will be titled “LMIRescue.pkg” the other will be titled “LMIRescue.pkg.zip.” Double-Click the file titled “LMIRescue.pkg.”
8. The “Rescue” Installer package will launch.
9. Click the “Continue” button and follow the onscreen prompts to install the LogMeIn Rescue support package.
   NOTE: This software is installed into the Mac OS X “tmp” directory and self destructs when it is no longer needed.
10. Following a successful installation, the LogMeIn “Rescue” application will launch. Its icon looks like this:
11. The following dialog box will appear:
    Note the information across the top of the dialog box stating “Waiting for technician”.
12. Once the technician is available, the above dialog box will change and it will state “You are chatting with” followed by the technician’s name.
13. If this session is going to be a remote control session where our representative is able to move your mouse and interact with the computer directly, you will see a sheet appear with the following content:
    NOTE: At any time you can click the “Disconnect” button on the bottom right corner of the “Rescue” window and disconnect the session.
14. You should now be fully connected with one of our representatives. Should you have any feedback or concerns about this or any of our procedures, feel free to fill out our “Feedback” form and let us know how we are doing, or if we can be doing something better.

Other items you might be interested in:

Remote Support – Windows How to export an Apple System Profiler report Adventures in iOS Troubleshooting