This year I went back to LogMeIn Rescue for remote user support and I have been pleased to recently hear about some new developments in the product including a one click applet download which I have been waiting on for quite some time.

One of the problems inherent with remote control software being the requirement for the end user to connect to some remote support web site and download a remote control application (applet) in their browser. You wouldn’t typically want this software to stay running on the user computer for security reasons and some users may be outside your area of desktop management policy – because of this the applet is downloaded each time the user requires support.

When downloading the applet, quite often the browser will interfere asking all manner of questions of the end user such as “Open or Save”, “Do you really want to run?”, ask the user to take some action in the yellow bar at the top of the screen (which really isn’t that visible)  and son on. These are, of course, all valid questions however when trying to talk a user through what could be a relatively simple fix – just connecting to the remote control solution can eat into valuable time.

The new update handles the customer applet download slightly differently to the way it has previously and it really is much better. The user goes to the support site (which now also has a much easier to remember address), enters the given pin code, clicks Connect to technician then clicks on the Download button – that’s pretty much it. Hopefully a future enhancement might link the functionality of these two buttons together to make it even simpler.

A number of additional enhancements have has been implemented including remote control screen capture, unique clipboards, customisable technician surveys, windows mobile branding and more.

You can learn more about the new features on their website: New Features for June 2009