Session statuses in the LogMeIn Rescue Technician Console

This article gives guidance to Rescue technicians.

The following table describes the possible statuses that are displayed in the Status column of the session queue in the LogMeIn Rescue Technician Console.

Status	Description	Previous status	Next status
Active	Session is picked up either by a technician, or automatically by the Technician Console (if it was an incoming private session).	Waiting Incoming Outgoing On Hold	Closed Closed by technician Incoming Outgoing Timed out Closed by waiting customer Aborted Rebooting On Hold Reconnecting Offline Collaborating
Closed (by active customer)	The customer closed the session.	Active On Hold Incoming Outgoing	Closed by technician
Removed from TC queue (after closed by technician)	The technician clicked Close session on the already closed session. The technician closed a timed out session after the Admin-defined idle timeout was exceeded (as defined in Administration Center > Technician Group > Settings tab > Time-outs) The technician closed an active session	Active Closed Timed out	none
Closed by waiting customer	The technician did not pick up the session and the customer closed the session.	Waiting	none
Collaborating	The technician invited another technician to collaborate in the session and the invited technician already accepted the invitation.	Active On Hold Rebooting	Active Closed On Hold Rebooting Removed from TC queue (after timeout)
Connecting	The applet starts downloading after a PIN code is generated or the customer initiates a session on a channel.	PIN code generated or channel connection is initiated	Waiting
Incoming	Session has been transferred but not yet picked up by the intended recipient. This is the status that the intended recipient can see.	Waiting Active On Hold	Active Timed out Closed by waiting customer Closed Reconnecting Rebooting
Invitation	The technician was invited to collaborate in a session but has not yet accepted the invitation.	none	Collaborating Removed from TC queue
Offline	Rebooting or reconnecting fails for more than five minutes. Even if reconnecting fails and the session goes to Offline status, the Technician Console tries to reconnect to the customer's computer.	Rebooting Reconnecting	Waiting Incoming or Outgoing if the session was in Incoming or Outgoing status before the customer's device tried to reboot or reconnect On Hold if it was in On Hold status Active Timed out Closed Closed by technician
On Hold	The session was put on hold.	Active Incoming Outgoing Reconnecting Rebooting Offline Collaborating	Active Timed out Closed Outgoing Rebooting Reconnecting Collaborating
Outgoing	Technician A has transferred a session, but it has not yet been picked up by Technician B.	See Incoming status.	See Incoming status.
Rebooting	The technician reboots the customer's device.	Active Incoming Outgoing On Hold	Waiting Incoming or Outgoing if the session was in Incoming or Outgoing status On Hold if the session was in On Hold status Closed Closed by technician Active Collaborating
Reconnecting	There is a network connection problem on either the customer's or the technician's side.	Active Incoming Outgoing On Hold Waiting	Waiting Incoming or Outgoing if the session was in Incoming or Outgoing status On Hold if the session was in On Hold status Active Timed out Closed Offline
Timed out	The session timed out either because the Admin-defined timeout was exceeded or due to system timeout (after two weeks).	Active Waiting Incoming Outgoing	Closed by technician if the Admin-defined timeout exceeded none if there is a system timeout
Waiting	The customer downloaded and started the applet, and then connected to the LogMeIn Rescue gateway.	Connecting	Active Incoming Outgoing Timed out Closed by waiting customer Reconnecting Rebooting

Article last updated: 27 September, 2022

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Session statuses in the LogMeIn Rescue Technician Console

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