NEIU-assigned faculty & staff computers have remote support software pre-installed. This allows the IT Service Desk to support your computer remotely without being directly in front of it. Users need to be logged into their computer with internet access.

Run the Support-LogMeInRescue application. It is located in the Applications folder.

If this is the first time Support-LogMeInRescue is being used, you may need to grant the proper permissions.

Clicking on the Open guide button will help walk you through the steps to grant permissions.

Click on the Open Screen Recording button.

It will automatically open System Settings —> Privacy & Security —> Screen & System Audio Recording.

Turn on the permissions for Support-LogMeInRescue.

The Support-LogMeInRescue app will need to Quit & Reopen. Click on the button to continue.

Depending on directions from the technician, you may either:

• Go to the Channel tab, type in your name, and click Connect.
• Or, go to the Pin tab and enter the Pin code provided by the technician and click Connect.

In a few seconds, the technician will connect with this remote support session.

Text messages can be exchanged via the text entry box at the bottom of the support window.

If the technician needs to remotely control your computer, you will be prompted to grant access to the technician.

Clicking OK will allow the technician to remotely access your computer.

When done, the technician will disconnect the remote access and discontinue the session.

Users also have the option to end the support session:

• The Revoke all permissions button allows you to revoke remote access permissions.
• The End Session button will discontinue the session.

Frequently Asked Questions

Does this allow someone to remotely access my computer without my permission?

No. Users need to explicitly grant permission to the technician each time to begin a remote support session. Users will, again, need to grant permission when the technician asks to remotely control the computer.

Users are able to terminate the remote control by clicking on Revoke All Permissions. The support session can be terminated by clicking on End Session.