User manual LOGMEIN RPAT TECHNICIANS GUIDE

[. . . ] The infrastructure component (used by you, the service provider) is referred to as Intel® Connect Service. LogMeIn Rescue is your tool for providing service to customers who are using Intel® RPAT. Capabilities: Overview Provide Remote Support without Internet Connectivity Support PCs running without an Operating System Support technicians can connect directly to the computer even if no Internet connectivity is available at the operating system level. Once connected, the support technician can initiate remote control and troubleshoot. [. . . ] The technician services the customer's PC using LogMeIn Rescue. 4 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT Making the Connection All Intel® RPAT sessions in LogMeIn Rescue are Private Sessions. The initial customer contact may be by telephone or other form of communication. RPAT sessions can be initiated in the following ways: · Using a Rescue PIN Code entered at www. LogMeIn123. com (or Rescue Calling Card, if available) · Using a 16-digit RPAT passcode entered on the RPAT Windows interface · Using a 16-digit RPAT passcode entered on the RPAT BIOS interface Connection rules to keep in mind · PIN Code is not an option when the customer has no active LAN connection at the time the connection is made ("out-of-band") · PIN Code is not an option when Windows is not responding How to Initiate an Intel® RPAT Session Using a PIN Code Important: The PIN Code connection method is only valid when the customer has an active LAN connection at the time the session is initiated. Enter a Name that will help you identify the customer, as well as any other information required by your organization. Tell the customer to go to www. LogMeIn123. com and enter the PIN code in the appropriate field and click Connect to technician. Copyright © 2009 LogMeIn, Inc. 5 Figure 1: www. LogMeIn123. com as seen by the customer when initiating a PIN Code session The customer will be prompted to download the Rescue Applet and the connection will be made. Note: Rescue recognizes the RPAT-ready PC and invisibly generates a passcode that is automatically communicated to the Rescue Applet. At this point you can service the customer's computer in a variety of ways, as described in the Common Tasks section. Technicians not already registered to use Rescue with Intel® Connect Service using RPAT will be automatically given a 30-day Connect Service trial. How to Initiate an Intel® RPAT Session Using an RPAT Passcode The customer must have the RPAT application installed on his PC. Enter a Name that will help you identify the customer, as well as any other information required by your organization. Click Create Passcode. 6 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT LogMeIn generates a 16-digit passcode. Tell the customer to enter the passcode in the appropriate field on the client Intel® RPAT interface (Windows or BIOS level) and click Connect (or similar). Figure 2: Intel® RPAT Windows Interface as seen by the customer when initiating a one-time support session The customer will be prompted to download the Rescue Applet and the connection will be made. Copyright © 2009 LogMeIn, Inc. 7 6. At this point you can service the customer's computer in a variety of ways, as described in the Common Tasks section. How to Enroll a Customer for Reactive Support Reactive sessions occur when the customer has enrolled with an MSP for regular Intel® RPAT service. During the enrollment process, the Rescue Calling Card is deployed to the customer's computer, which allows technicians to use full Rescue functionality even when LAN connectivity is lost or disconnected. Enter a Name that will help you identify the customer, as well as any other information required by your organization. Tell the customer to click Contact Service Provider > Reactive Support on the Intel® RPAT Windows interface. Tell the customer to enter an Account ID and the 16 digit passcode. 8 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT Figure 3: Intel® RPAT Windows Interface as seen by the customer when enrolling for Reactive support Note: The Account ID is a unique account number assigned to the Host by the service provider. It is configured and maintained outside of the Intel Connect Service, typically in the MSP's CRM system. The customer will be prompted to download the Rescue Applet and Calling Card and the connection will be made. At this point you can service the customer's computer in a variety of ways, as described in the Common Tasks section. The next time the customer requires assistance, the Rescue session will use the Rescue Calling Card, not the Rescue Applet. Copyright © 2009 LogMeIn, Inc. 9 Common Tasks This section gives you guidance for handling common problems that can be supported using LogMeIn Rescue and Intel® Connect Service using RPAT. [. . . ] Inform the customer that this is not a problem since the Intel® RPAT connection status overrides the Rescue status. How to Debug a Host Infected with a Virus or Malware In this scenario, you directly ask the customer to disable the LAN to eliminate further risk of damage. Before making a connection, instruct the customer to disable the Windows LAN connection. Instruct the customer to open the Intel® RPAT interface in either Windows or the BIOS, as appropriate. From the customer's perspective, it must be an Enrolled Connection. [. . . ]