Following are the steps to get LogMeIn installed on your mobile device & allow the remote support agent to troubleshoot your Mobile device.
How to for iPhone ( Android users, please scroll to the next section )
Note: Please check if your phone is connected to the internet.
Step 1: Open the Browser in your iPhone ( Safari or Chrome or FireFox )
To open browser: Tap on the Safari icon at the bottom of the home screen ( appears along with the Phone, mail, iPod icons )
Step 2: Tap the address field on the Browser & key-in this web address: RescueMobile.com -or- Oty.com
You will see the below screen.
Step 3: Wait for 4-6 seconds & The App Store will open up automatically > Tap on the Get button on the top right.
Step 4: You would be required to sign In your iTunes Store > Enter the Password & hit OK
Step 5: Next there will a prompt seeking your permission to send vital notifications. Tap OK.
Step 6: Hit the CONTINUE button on the next screen (its the T&C from the Rescue app you just installed)
Step 7: This is a very important step. The app will ask you to enter a Six-digit PIN.
Call your Support Agent & ask him for the Six-digit PIN. Once you get it, enter the PIN on this screen.
Step 8: On the next screen, there will be a prompt asking your permission to allow remote access. Tap Yes, allow access. Once you allow access, you see the next screen… the connecting process.
Step 9: Next the app will seek permission for access to photos. Hit OK.
You will see the app trying to establish connection between your phone & the support agents computer.
Step 10: Now lets test if you are able to chat with the support agent. Type something in the chat box present at the bottom and hit Send ( also check if you are able to see what the agent has typed )
Great! Now your Support agent can see your iPhone screen.
Note: iPhone does not allow the Support agent to take remote control over your phone. So you will need to have the Agent over a voice call & do things he instructs you to do ( as he can see remotely what you are doing now ). If the connection gets disconnected, please follow the above steps again.
Tip: Be patient & give the agent time to analyze & help you out. If the connection breaks due to poor internet connection, keep reconnecting & help the agent to solve your issue. All the best 🙂
How to for Android
Note: Please check if your phone is connected to the internet.
Step 1: Open the Browser in your Android Phone ( Chrome or FireFox )
To open browser: Tap on the Google Chrome icon at the bottom of the home screen ( appears along with the Phone, message, Camera icons )
Step 2: Tap the address field on the Browser & key-in this web address: RescueMobile.com -or- Oty.com
Wait for 4-6 seconds & Play Store will open up automatically ( You will see your Career name & Mobile phone name automatically filled in the drop down. Check if its right )
Step 3: On the next screen, you will be prompted for permission to install the app in your phone. Tap OK.
The app will get downloaded and installed. You will see the message that it is installed.
Step 4: Tap on the notification & the app will open up. On the next screen press CONTINUE.
Step 5: This is a very important step. The app will ask you to enter a Six-digit PIN.
Call your Support Agent & ask him for the Six-digit PIN. Once you get it, enter the PIN on this screen.
Step 6: On the next screen the app will seek permission to allow access for remote access. Tap on YES, ALLOW ACCESS
Step 7: The next screen will try to initiate a connection between your phone & the support agents computer. You will see the following screen in this process.
Step 8: Now the connection is established, lets try having a chat with the agent. Type something on the Chat box at the bottom & hit SEND ( also ask the agent to send a message & see if you can see it )
By now your agent should be able to see your Mobile screen on his desktop ( via. remote share ). Just confirm with him if he can see your screen.
FAQ:
* My internet connection got cut in-between & the session ended. What to do?
No worries. This can happen often during the entire trouble shooting session. If your session has ended, call your agent and ask him to establish a new session again. Once the new session is established, you will see the text DISPLAY VIEWING STARTED.
Sometimes the connection can interrupted many times & can be frustrating. Be patient with your tech support agent & help him to get your issue fixed 🙂
* Am curious to see how the Desktop of the Support agent looks like. Can I?
Oh Yes, Here are a few screen shots of how the LogMeIn Dashboard appears for the agent 🙂 He can see all the vital signs of your Mobile phone on his screen ( Your Mobile network, Signal strength, Battery, Power remaining,Bluetooth / GPS / Wifi status, Full log of the LogMeIn connection etc. )
Also he can see all the applications that are running on your Mobile, Version, System memory each process is using, Services running, entire mobile device configuration, File manager etc. He can also Un-Install apps for you to clean up the phone.
While troubleshooting your support agent can goto various screens & explain things to you via. a whiteboard. You can see the markings he makes online in a very interactive manner.
