Rescue Live Guide System Requirements

Rescue Live Guide uses a cloud-based browser solution. Therefore, system requirements concern the use of supported browsers and the accessibility or required network resources both on agent and customer side.

Rescue Live Guide Browser Requirements

Rescue Live Guide supports the following browsers.

Desktop

Supported Browsers for Agents: The latest version of Chrome, Firefox, or Safari.
Supported Browsers for Customers: The latest version of Chrome, Firefox, Safari, or Edge.

Android

The latest version of Chrome.

iOS

The latest version of Chrome or Safari.

Note: For requirements related to the Two-Way Video feature, see two-way video browser requirements.

Note: For requirements related to the Voice Chat (VoIP) feature, see Voice Chat browser requirements.

Rescue Live Guide Network Requirements

From both the support agent's and the customer's network, the following HTTPS web resources need to be accessible.

**Domains**
Domain	Description	Port
*.logmeinrescue.com	Live Guide console and administration interface	443 (TCP traffic)
*.support.me	Live Guide customer facing support page	443 (TCP traffic)
*.gotoassist.com	Next-gen media	3489 (UDP traffic) and 443 (TCP traffic)
Amazon Web Services cloud platform	AWS hosted peers that provide the co-browse session	See Allow AWS IP addresses.

.logmeinrescue.com
.support.me
.gotoassist.com
Amazon Web Services (AWS) cloud platform

Solution for Resolving AWS Blocking

If the traffic from AWS to your website is blocked, we offer two ways for you to identify requests from Live Guide and make an exception for those requests to reach your website: Add AWS IP addresses to an allow list, or Set Web Application Firewall exception. For detailed information, see the corresponding sub-section below.

Allow AWS IP addresses

Allow the AWS IP addresses Rescue Live Guide uses. You can find the list of the IP addresses to be added to the allow list for the 6 data center locations of Rescue Live Guide below:

US-EAST-1	US-WEST-2	EU-CENTRAL-1	AP-NORTHEAST-1	EU ONLY
52.206.65.137	44.233.101.96	35.156.165.171	52.197.155.132	3.66.248.128
34.195.14.141	54.184.245.157	3.126.95.195	52.196.65.159	3.68.62.202
52.201.48.230	52.12.111.124	3.127.56.214	54.178.247.237	3.127.10.47
3.231.80.200	52.12.26.208	3.126.226.181	18.178.171.10	3.67.65.175
52.73.125.65	54.202.20.126	18.184.170.120	18.181.128.24	3.67.115.114
54.156.162.0	54.189.27.29	3.123.223.106	54.199.175.190	35.158.83.35
3.89.198.17	54.203.245.19	35.157.140.201	54.95.41.237	3.64.187.139
34.207.1.210	54.190.190.144	3.121.221.152	18.177.189.216	18.195.166.223
3.82.67.131	44.227.79.161	3.126.48.183	3.112.145.192	3.68.47.229
3.88.120.243	44.232.63.204	3.126.54.4	18.177.128.210	3.67.255.126
NAT addresses: 52.5.153.205 50.17.169.140	50.19.237.77	NAT addresses: 52.29.212.248 52.58.144.225	NAT address: 52.196.198.8	NAT addresses: 52.29.212.248 52.58.144.225
	18.207.43.51
	54.159.24.105
	3.212.155.249
	3.220.204.180
	3.213.135.161
	184.72.239.64
	107.21.107.106
	54.88.22.187
	NAT addresses: 52.37.149.231 54.191.200.57 52.37.160.35

Set Web Application Firewall exception

GoTo can set a specific header to all requests coming from Live Guide with a key of X-liveguide-secret. You can then set up an exception on your Web Application Firewall (WAF) to allow requests with this property.

The specific configuration steps are different on the various web application firewall tools but on a high level it should involve similar steps to the below example:

To allow web requests based on strings that appear in the request itself, create a condition that you can then filter for.
When choosing the part of the request to filter on, make sure to select Header and add the selected secret you specified for Live Guide.
Create a rule with the string match condition you set up in the previous steps to allow the requests that match this condition.

Article last updated: 23 May, 2025