Zero download desktop view

This article gives guidance to Rescue technicians.

Zero download desktop view provides significant enhancement to the customer's remote support experience. When started from the Web Technician Console, customers do not have to download and install an applet to share their screen with the technician. This reduces session duration and ensures an improved workflow.

Key features of zero download desktop view

No download or installation required: Customers can establish a remote support session without the need to download or install any software. They just need to click the link or enter the PIN provided by the technician on logmein123.com.
Immediate connection: Once the customer consents, the technician can view their screen and begin providing support immediately.
Elevated sessions for remote control: If remote control is necessary, the technician can elevate the session and guide the customer through the download and installation of the required applet, leveraging their ability to see the customer's screen.

Zero download desktop view is available for every LogMeIn Rescue customer using the Web Technician Console. It can be enabled or disabled per technician group via the Admin Center.

Start a remote session with zero download desktop view

Before you begin: This feature is currently not supported in the Technician Console Desktop App.

Sign in to the Web Technician Console.
On the Session toolbar, click New session.
Select View screen – Zero Download – Beta.
Type the customer's name or identifier in the Name field. To see the customer's screen right after the connection is established, select the Start screen sharing when the session starts checkbox.
Result: This name is shown on the Active Session tab and Session List.
Fill in any necessary custom fields.

Note: You can configure the field names in the Admin Center under Global settings > Custom fields.
Click Generate PIN.
Result: A 9-digit PIN code is generated.

Note: The 9-digit PIN code is automatically set for Zero download sessions. If you want to use 9-digit PIN codes for other sessions too, contact your customer support representative.
Send the PIN or the direct link to the customer.

Results: The customer receives the PIN or the direct link, clicks the link or enters the PIN at logmein123.com, and the connection is established.

Note: If the Start screen sharing when the session starts option is checked when creating a session, the customer needs to click Share before establishing the connection.

Elevate a zero download session to remote control session

You might encounter a scenario, where you have initiated a zero download desktop view session with a customer, but then you realize, that you need to remotely control the customer's computer. In this case, you have to elevate the zero download desktop view session to a remote control session.

Select Elevate to remote control.
Wait until the customer downloads the Rescue applet.

Result: Once the customer downloads the applet and grants all necessary permissions, the session is elevated to remote control.

Article last updated: 3 February, 2025