Ad hoc support in LogMeIn Central: accessing unmanaged computers
The ad hoc support feature provides one-time access to remote Windows PCs that have not been added to your account ("unmanaged" computers with no host software installed).
This guide helps technicians through the process of remotely supporting their customers using the ad hoc support feature.
Ad Hoc Support in a Nutshell
- Support provider sets up a new session in LogMeIn Central.
- As a result of step 1, an email is sent to the user who is requesting support. It contains a deployment link that carries a pre-defined password.
- A temporary host is installed on the user's computer.
- The user activates the session using a security code.
- 24 hours after activation, the session is automatically ended and the temporary host is removed from the user's computer
Considerations
- Users on a Windows PC must have administrator privileges in order to receive ad hoc support.
- The number of concurrent/active ad hoc support sessions is limited to one support session per user profile and five support sessions per company.
- While the session is active, the LogMeIn Central user can access the remote computer any number of times via Remote Control, File Manager (former LogMeIn Central Plus or LogMeIn Central Premier subscription or a current LogMeIn Central Base plan is required) or the Dashboard (former LogMeIn Central Plus or LogMeIn Central Premier subscription or a current LogMeIn Central Base plan plus Insight module is required).
- The session remains alive when the remote computer goes offline.
- Ad hoc support cannot be used with computers already running the host software.
Task one: Set up an ad hoc support session
You can provide ad hoc support to Windows PCs.
Start an ad hoc support session
- Enter the email address of the user receiving support.
Step 1 - Create a password.
This is the password that you must enter when logging in to the user's computer once the ad hoc support session has been activated.
Step 2Important: Take note of this password, it will not be shown again.In Windows, the password is actually linked to a hidden Administrator account called LogMeInRemoteUser. This account is automatically removed when the session ends and the Support Session app is removed.
Guide your customer through setting up their computer
- Wait for the user to download and run the Support Session app.
Results:
The session becomes activated once the user has entered the security code and the Support Session app has been set up.
Task two: Conduct an ad hoc support session
Once an ad hoc support session is activated, the remote computer paired with your account can be accessed for 24 hours via Remote Control, File Manager or the Dashboard any number of times from the Ad Hoc Support page.
- Select a method to connect to the remote computer.
Option Description 
Access the remote computer. See Remote Control. 
Transfer files between computers. See File Manager. Remember: A former Plus or Premier subscription, or a current Base module subscription is required to use this feature. You must have the Allow full Remote Control permission enabled to use this feature.
Manage the remote computer. See Dashboard. Remember: A former Plus or Premier subscription, or a current Base module subscription is required to use this feature.
Results:
To terminate the session, select End session now on the Ad Hoc Support page in LogMeIn Central.
- Ending a remote connection via the File Manager, Remote Control or the Dashboard does not terminate the support session.
- Sessions are active for 24 hours. After this period, the session is automatically terminated and the temporary host is removed from the remote computer. To access the computer again via ad hoc support, you must start a new session.
Ad hoc support troubleshooting
Information to help you resolve common issues with LogMeIn Central ad hoc support.
Expired session
When starting an ad hoc support session, the customer (end-user) sees the following message:
Support Session Cannot Start. This instance of Support Session has expired. Please tell your support provider about this message.
To troubleshoot, ask the user to select the activation link in the most recent email you sent and then create a new ad hoc support session.
If the problem persists, on the computer to be controlled (the end-user's computer), the registry key for LogMeIn must be deleted at the following location:
My user reports that the session cannot start due to an invalid security code
User error message: Invalid security code
| Possible reason | Solution |
|---|---|
| The user entered a security code for a previous session or an incorrect one. | Ensure that the user correctly enters the most recent security code. |
| The user installed a copy of the Support Session app for a previous, yet still unexpired session. | On the Ad Hoc Support page, check the timestamp when the email containing the active deployment link was sent to the user. Ask the user to open the link from this email. |
My user reports that the session has expired
User error message: This instance of the Support Session has expired.
| Possible reason | Solution |
|---|---|
| The user selected an old ad hoc support session link. | Ask the user to select the activation link in the most recent email you sent. |
| More than 24 hours has passed since the session was activated. | Create a new ad hoc support session. |
| You have manually ended the session by selecting End session now. | Create a new ad hoc support session. |
My user reports a Group Policy error
User error message: The Group Policy you are subject to may have prevented the session from starting.
| Possible reason | Solution |
|---|---|
| You have created a password for logging in to the user's computer that does not conform to the requirements of the Group Policy to which the user is subject. | Create a new ad hoc support session with a password that meets the requirements.
Tip: The most common restriction applies to password length. Create a password of at least 8 characters.
|
My user reports that a previous support session has not yet been completely closed
User error message: A previous session has not yet been completely closed.
| Possible reason | Solution |
|---|---|
| The user is attempting to launch an already active session. | Another technician may be in an active support session. Ask the user to check the instructions email to see who initiated the session.
|
My user reports that the host software is installed on the computer
User error message: The host software is installed on this computer.
| Possible reason | Solution |
|---|---|
| The ad hoc support feature is intended for one-time remote access of computers that are not part of your account. | Connect to the computer on the Computers page.
|
I cannot launch new ad hoc support sessions
| Possible reason | Solution |
|---|---|
| The maximum number of active support sessions has been reached for your company. | A maximum of five support sessions can be active simultaneously per company. Try again later. |
| All LogMeIn Central seats are in use. | Free up at least one seat to start a new support session.
Important: You may be able to free up seats assigned to active ad hoc sessions by deleting the computer in the Ad Hoc Support Sessions group under the Computers page. However, make absolutely sure that the computer you are deleting is not being actively supported. The Last online/Online since flags are useful indicators for determining session state.
|
I can no longer connect to the remote computer
| Possible reason | Solution |
|---|---|
| Computer restart | If you initiated the restart, wait for the computer to come online again. |
| Connectivity dropout | Try connecting again in a few minutes. If the issue persists, contact the user to investigate. |
| Computer shutdown or disconnect | The user may have inadvertently disconnected or shut down the computer. Ask the user to check the following:
|
| Support Session app not running | The user ended the ad hoc support session or closed the app.
|
The remote computer is connected to the Internet, but it is inaccessible via ad hoc support
The Support Session app may be actively blocked by the firewall on the remote computer. Ask the user to allowlist the app in their firewall configuration to be able to provide remote support.
Frequently Asked Questions
Here are the most common issues related to ad hoc support.
Is Ad Hoc Support available for all levels of LogMeIn Central and what does it cost?
Ad Hoc Support is available for former LogMeIn Central Basic, LogMeIn Central Plus, and LogMeIn Central Premier, and current LogMeIn Central Base plan subscribers at no additional cost to the admin or the end-user.
Can you use Ad Hoc Support if the end-user doesn't have email access?
Yes, you can share the link to initiate the session with end-users via chat or another communication tool if the end-user doesn't have email access.
Does Ad Hoc Support work with the desktop client or just the web browser?
You can only run an Ad Hoc Support session through the web browser version of LogMeIn Central.
If I have used up all my LogMeIn Central hosts, can I still use Ad Hoc Support?
You need at least one unused host in your LogMeIn Central account in order to start an Ad Hoc Support session. Otherwise you will need to free up one host before initiating an Ad Hoc Support session.
Does Ad Hoc Support work with OS X?
An admin on a Mac can initiate an Ad Hoc Support session, however, you cannot download the temporary Ad Hoc Support software on a Mac so you cannot support a Mac user with Ad Hoc Support.
While connected through Ad Hoc Support, can I install the regular client and make the computer a permanent part of my LogMeIn Central account?
No. If you'd like to make the end-user a permanent machine on your LogMeIn Central account, you will need to add that computer to your list and the end-user downloads the regular client software. You also cannot install the permanent host software using the Ad Hoc Support installer.
Do end-users need to have admin privileges?
Yes, the end-user must have admin rights on the computer in order to install the Ad Hoc Support software.
How is Ad Hoc Support different from LogMeIn Rescue?
Though Ad Hoc support and LogMeIn Rescue are similar in that you don't need an existing host installed to remotely access a computer, there are several differences. Ad Hoc only allows one concurrent support session, while LogMeIn Rescue allows multiple sessions. LogMeIn Rescue is intended to support many customers at once and provides a robust feature set to do so, such as a Technician Console, Admin Center, etc. On the other hand, Ad Hoc Support is designed to supplement an IT professional's remote management tool kit with the ability to run one-time support sessions with atypical end-users as needed.
Is there a limit to how many Ad Hoc Support sessions I can run?
There is no limit on the amount of ad hoc support sessions that can be run, but only five (5) sessions can be active at a time. To start a new Ad Hoc Support session after five have been started, one of the previous session must be canceled.
Is screen blanking available during an Ad Hoc Support session?
Yes, you will have access to your remote control features during an Ad Hoc Support session, including screen blanking, file transfer, etc.