Use LogMeIn Rescue with TaxCaddy
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LogMeIn Rescue is a screen-sharing service that lets your Support Team expert 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 expert remote access to your device to investigate any such technical issues further.
At times, your support expert may obtain a HAR file.
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:
- To join a remote session, enter the 6-digit pin (provided by your Support expert), then selectStart Download.
- Once you've entered the 6-digit code, select the invitation link emailed to you. Alternatively, you can paste the direct link found in that same email.
- You will be asked to save the LogMeIn Rescue download. Once you find a suitable location to save this file on your device (for example, theDownloadsfolder), selectSave.
- Open the downloaded file. This can vary depending on your browser of choice:
- For Google Chrome users, theDownloadicon will appear. Recently downloaded files will appear next to the address bar. If the download tray is not present after downloading, locate theMenuicon of the browser and selectDownloads.
- For Edge users, look for theDownloadicon in your toolbar. Select theSettingsicon, thenSettings.Downloadswill appear underSettings.
- For Edge Legacy users, selectSettings and more, thenSettings. Go to theDownloadssection, then the file path for your downloaded files will be listed in theChoose where to savesection.
- For Firefox users, select theDownloadsicon to open theDownloadspanel.
- Once you open the file, you will be asked if you want to let the app be used during your remote session. SelectContinueto agree and proceed.
- Read through the Thomson Reuters Terms & Conditions to continue. Go to the bottom of the terms and conditions, then selectAcceptto proceed.
- Two options are available for you and the expert:Remote-Control SessionandDesktop Viewing Session. This decision is to be made on the expert’s side.
- Once you and your Support expert confirm which type of session will take place, you will receive 1 last notification asking you to confirm the connection and the types of accesses you want to grant your expert. SelectOKif 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
- To join a remote session, enter the 6-digit pin (provided by your Support expert), then selectStart Download.
- Once you've entered the 6-digit code, select the invitation link emailed to you. Alternatively, you can paste the direct link found in that same email.
- You'll be asked if you want to letLogMeInRescuedownload the necessary files. SelectAllowif you agree to the download.
- Once you let the download begin, open yourDownloadsfolder to look for the file titledSupport-LogMeIn-Rescue. Alternatively, you can select theLogMeIn Rescueicon (in the toolbar). If you still can't find the downloaded file, you can select yourFindermagnifying glass icon 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 want to proceed, selectOpen.
- You will receive a copy of theEnd-User License Agreement. Review and selectAcceptto proceed.
- You will be prompted to access your computer’sPermissionsmenu. SelectOpen Accessibility. In thePermissionswindow, you’ll see a brief tutorial for givingSupport-LogMeInRescuepermission to run on your computer.
- IfLogMeInRescuehasn’t already run on your computer, select 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).noteIf you have Touch ID enabled, you may be able to use this option instead.
- SelectSupport-LogMeInRescue, thenOpen.
- Accessibility for LogMeIn-Rescue should now be enabled.
- You will see a window appear asking you to confirm your choice to let your Support expert access to your device temporarily. SelectOKif you agree.
If you've already granted LogMeIn Rescue permissions on your device
- To join a remote session, enter the 6-digit pin (provided by your Support expert), then selectStart Download.
- Once you've entered the 6-digit code, select the invitation link emailed to you. Alternatively, you can paste the direct link found in that same email.
- Open the downloaded file. Select theDownloadicon of your browser (next to the address bar).noteThe location may vary slightly depending on your browser of choice.
- Double-click the downloaded file titledSupport-LogMeIn Rescuedownload.
- SelectOpento open the downloaded file.
- You will receive a copy of theEnd-User License Agreement. Review and selectAcceptto proceed.
- Your Support expert will now be able to begin one of 2 types of remote sessions:Remote-Control SessionandDesktop Viewing Session.
- You can end the session and revoke access from your device at any time using theRed Xicon. You will be asked to confirm this choice before officially ending the session.
