What is LogMeIn Rescue Support Connection?

LogMeIn Rescue Support Connection is a tool that the ITS Help Desk uses to take control of a user's screen during a support session. This allows the IT Analyst to remote into your device and see what the issue is first-hand. This tool gives the IT Analyst the ability to remotely resolve issues without the need for travel from the support agent or end user.

IMPORTANT: These instructions will only work on personal devices and will not work on University-issued devices.

1. In the website URL section, please type in its.uiowa.edu/connect

2. Enter the 6-digit code that the IT Analyst provides and click Start Chat

Image shows where to put the 6-digit code provided by the IT Analyst

3. A file will download to Chrome which will show on the bottom of the browser. Please click on the file once downloaded.

Image shows the download at the bottom of the internet browser

If a file does not show up at the bottom, click the 3 dots at the upper-right hand side of the browser and click downloads. Then click on the file.

4. A pop-up will open up to enable this software on this device, please click OK.

image shows the pop up saying 'User account control is enabled on this PC. Please click OK to allow Rescue to elevate your session.

5. A pop up will open up saying "Do you want to allow this app to make changes on your device?" Please click yes.

6. More security pop-ups will open up. Please click 'allow access' and 'ok'.

Image shows security question. Please click allow access

Image shows security questions. Please click ok.

7. The IT Analyst will now have access to your screen and control your cursor.

1. In the website URL section, please type in its.uiowa.edu/connect

2. Enter the 6-digit code that the IT Analyst provides and click Start Chat

Image shows where to put the 6-digit code provided by the IT Analyst

3. A file will download to Edge which will show on the upper-right of the browser. Please click on the file once downloaded.

Image shows the logmein download on internet browser

If a file does not show up at the bottom, click the 3 dots at the upper-right hand side of the browser and click downloads. Then click on the file.

4. A pop-up will open up to enable this software on this device, please click OK.

image shows the pop up saying 'User account control is enabled on this PC. Please click OK to allow Rescue to elevate your session.

5. A pop up will open up saying "Do you want to allow this app to make changes on your device?" Please click yes.

6. More security pop-ups will open up. Please click 'allow access' and 'ok'.

Image shows security question. Please click allow access

Image shows security questions. Please click ok.

7. The IT Analyst will now have access to your screen and control your cursor.

1. In the website URL section, please type in its.uiowa.edu/connect.

2. Enter the 6-digit code that the IT Analyst provides and click Start Chat

Image shows where to put the 6-digit code provided by the IT Analyst

3. A file will download to Firefox which will show on the upper-right of the browser. Please click on the file once downloaded.

Image shows download in the upper right of Firefox's browser

If a file does not show up at the bottom, click the 3 lines at the upper-right hand side of the browser and click downloads. Then click on the file.

4. A pop-up will open up to enable this software on this device, please click OK.

image shows the pop up saying 'User account control is enabled on this PC. Please click OK to allow Rescue to elevate your session.

5. A pop up will open up saying "Do you want to allow this app to make changes on your device?" Please click yes.

6. More security pop-ups will open up. Please click 'allow access' and 'ok'.

Image shows security question. Please click allow access

Image shows security questions. Please click ok.

7. The IT Analyst will now have access to your screen and control your cursor.

1. In the website URL section, please type in its.uiowa.edu/connect

2. Enter the 6-digit code that the IT Analyst provides and click Start Chat

Image shows where to put the 6-digit code provided by the IT Analyst

3. A file will download to Chrome which will show on the upper-right of the browser. Please click on the file once downloaded.

Images shows download of on browser

4. The computer's Downloads folder will open up which will include a file titled Support-LogMeInRescue. Please double-click this file.

Image shows downloads folder on Mac

5. A pop-up will appear asking permission for the download. Please select Open.

Image shows downloads folder on Mac and ok

6. Another pop-up will open up, please select OK.

Image shows access to device

7. The IT Analyst will now have access to your screen and control your cursor.

1. In the website URL section, please type in its.uiowa.edu/connect

2. Enter the 6-digit code that the IT Analyst provides and click Start Chat

Image shows where to put the 6-digit code provided by the IT Analyst

3. A file will download to Firefox which will show on the upper-right of the browser. Please click on the file once downloaded.

Image shows download of LogMeIn File

4. The computer's Downloads folder will open up which will include a file titled Support-LogMeInRescue. Please double-click this file.

Image shows downloads folder on Mac

5. A pop-up will appear asking permission for the download. Please select Open.

Image shows downloads folder on Mac and ok

6. Another pop-up will open up, please select OK.

Image shows access to device

7. The IT Analyst will now have access to your screen and control your cursor.

1. In the website URL section, please type in its.uiowa.edu/connect

2. Enter the 6-digit code that the IT Analyst provides and click Start Chat

Image shows where to put the 6-digit code provided by the IT Analyst

3. A file will download to Safari which will show on the upper-right of the browser. Please click on the file once downloaded.

Image shows download of LogMeIn File

4. The computer's Downloads folder will open up which will include a file titled Support-LogMeInRescue. Please double-click this file.

Image shows downloads folder on Mac

5. A pop-up will appear asking permission for the download. Please select Open.

Image shows downloads folder on Mac and ok

6. Another pop-up will open up, please select OK.

Image shows access to device

7. The IT Analyst will now have access to your screen and control your cursor.

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