Initiate an ad hoc LogMeIn support session as a customer

This article assumes that you - a customer - have already contacted a support provider via email, phone, chat or any other means, and your provider suggested that a support session be started to resolve the issue you are facing.

Follow these instructions to download and start the Support Session app.

Important: The app is a small program that must be running on your computer for the support provider to be able to help you. You can easily remove the app from your PC once the session is ended.

Select the link in the email you received from your support provider.

Note: Yet to receive an email? Contact your support provider.

Result: The support session browser window is displayed.
A small application downloads to your computer.
The download should take about 15 to 30 seconds.
Result:

Tip: Download did not start? Select Start download manually.
Run the app once the download is complete.
Result: The Support Session Setup dialog is displayed.
Ask your support provider for your 6-digit security code.
You will need it to activate the support session.
Enter the 6-digit security code you received from your support provider.
Result: Your computer is being set up for the support session. Once the Support Session app is installed, a small icon appears in the Windows taskbar.

Results:

Once the support session is activated, the support provider can access your computer for 24 hours.

Note: Remember to keep your computer online to be able to receive support.

Tip: Having trouble? See Frequently Asked Questions for customers.

Provide access to your computer during a support session

During the session, the support provider is able to fully control your - a customer's - computer. Only accept support from individuals and organizations you trust.

The Support Session app icon appears in your Windows taskbar once the support session is activated.

Remember: A support session is active for 24 hours from the time of activation. During this period, your support provider can connect to your computer at any time.

Icon	Meaning
	The session is active, but the provider is not connected to your computer.
	The provider is connected to your computer.
	Your computer experiences connectivity issues. To be able to receive support, check the following: Your computer is connected to the internet. A firewall on your computer does not actively block the Support Session app. For details, see Frequently Asked Questions for customers.

To end the support session, do the following:

Select the Support Session app icon in the Windows taskbar.
Select End your Support Session and remove app.

Your computer is now inaccessible via a support session.

Note: Once the session is ended but you still need support, you must ask your provider to create a new session for you.

Tip: Having trouble? See Frequently Asked Questions for customers.

Frequently Asked Questions for customers

This article provides answers to the most common questions about ad hoc support.

Can I end the support session at any time?

Select the Support Session app icon in the Windows taskbar.
Select End your Support Session and remove app.

Your computer is now inaccessible via a support session.

Note: Once the session is ended but you still need support, you must ask your provider to create a new session for you.

Is it indicated when my support provider is connected to my computer?

When the support provider is connected to your computer, the

icon is displayed in your Windows taskbar.

Note: During a remote control session, you can also monitor the support provider's actions on your screen.

The security code I entered to activate the support session is not valid.

Ensure the following:

Enter the most recent security code correctly that you have received from your support provider.
Use Support Session app installer link in the most recent email that you have received from your support provider.

My support session has expired.

A session can expire for multiple reasons.

Note: Remember to follow the most recent instructions that you receive from your provider.

Possible reason	Solution
More than 24 hours passed since session activation.	Ask your provider to set up a new support session.
You or your support provider ended the session manually.	Ask your provider to set up a new support session.
You may have selected an activation link for a previous support session.	Follow the most recent instructions that you have received from your provider.

A support session is already in progress.

Your computer is already accessible, no further action is necessary.

If the issue persists, contact your support provider.

Note: In case you have recently received support from multiple providers, make sure that you are in session with the correct one. To switch providers, do the following:

Select the Support Session app icon in the Windows taskbar.
Select End your Support Session and remove app.
Contact the provider of your choosing to set up a new support session for you.

How can I receive support if the host software is already installed on my computer?

Contact your support provider for further instructions.

The Group Policy settings on my computer prevent the support session from starting.

Contact your support provider to resolve the issue.

Note: It is likely that a new support session needs to be set up. Remember to follow the most recent instructions that you receive from your provider.

The Support Session app reports that my computer is offline.

The app may be actively blocked by your firewall. You must allow the Support Session app to make connections in your firewall configuration to be able to receive remote support.

Consult your firewall's documentation for further instructions.

How can I change my LogMeIn Central account password?

To change or reset you password, see Reset your LogMeIn account password.