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Technician's Guide for LogMeIn Rescue

and Intel® Connect Service using RPAT


Contents
Fundamentals................................................................................................................................3
About Rescue and Intel® Connect Service using RPAT...................................................................................................3
Compatibility with other LogMeIn Rescue Features........................................................................................................3
LogMeIn Rescue and RPAT: The Customer Perspective...................................................................................................4
Making the Connection...................................................................................................................5
How to Initiate an Intel® RPAT Session Using a PIN Code..............................................................................................5
How to Initiate an Intel® RPAT Session Using an RPAT Passcode...................................................................................6
How to Enroll a Customer for Reactive Support .............................................................................................................8
Common Tasks.............................................................................................................................10
How to Reset the Host when the OS Stops Responding.................................................................................................10
How to Control the Host at the BIOS Level.....................................................................................................................11
How to Access the Host Using a Boot Image.................................................................................................................12
How to Connect to the Host when there is no Outside Network Connection (out-of-band connection)............................13
How to Debug a Host Infected with a Virus or Malware ...............................................................................................14

ii Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT
Fundamentals

About Rescue and Intel® Connect Service using RPAT


Intel® Remote PC Assist Technology (Intel® RPAT) is the result of a joint-development effort between LogMeIn
and Intel that enables IT support professionals to use LogMeIn's connectivity service to remotely connect to and
support computers with an Intel® RPAT-ready processor.
The client component is referred to as Intel® Remote PC Assist Technology, or simply Intel® RPAT. It allows the
customer to request remote technical help from you, the service provider.
The infrastructure component (used by you, the service provider) is referred to as Intel® Connect Service. LogMeIn
Rescue is your tool for providing service to customers who are using Intel® RPAT.

Requirements
See http://www.intel.com/support/services/rpat/.

Capabilities: Overview

Provide Remote Support without Support technicians can connect directly to the computer even if no Internet
Internet Connectivity connectivity is available at the operating system level. Once connected, the
support technician can initiate remote control and troubleshoot.
Support PCs running without an Technicians can remotely connect to the computer through the system BIOS.
Operating System Once connected, the technician can take remote control of the BIOS screen,
troubleshoot hardware issues and even restore or reinstall the operating
system.
Remotely Reboot into the BIOS Technicians can clean up viruses both inside and outside the OS, thwarting
advanced malware that can infiltrate the BIOS.
Perform a Hard-Reset When the system is frozen, as long as the PC has an Internet connection and
a power source, it's easy to perform a remote hard reset.
Remotely Boot to Recovery Drives In the event a machine is completely inoperable LogMeIn technicians can
(IDE-Redirect) remotely reboot the machine on to a redirected disk, allowing the
administrator to transport more tools to the machine such as diagnostic
and/or recovery images.

Compatibility with other LogMeIn Rescue Features


From the technician's perspective, all RPAT functionality is integrated into the LogMeIn Rescue Technician Console.
All standard Technician Console features and functionality are available during RPAT sessions with the following
exceptions:
• Technician Collaboration
• Session Hold
• Session Transfer

Copyright © 2009 LogMeIn, Inc. 3


LogMeIn Rescue and RPAT: The Customer Perspective
From the customer’s perspective, Intel® RPAT is generally experienced as part of a service offering provided by
an OEM, Managed Service Provider (MSP), or Retail Point of Sale.

Sample Scenario: Customer's perspective when Windows is functioning


1. The customer experiences a problem with his PC.
2. The customer contacts his MSP (for example, by telephone).
3. The MSP technician initiates a session with the customer
a. If the customer has RPAT installed, the technician tells the customer to enter a passcode in the Intel® RPAT
interface in Windows.
b. If the customer does not have RPAT installed, the technician tells the customer to enter a LogMeIn Rescue
PIN code at www.LogMeIn123.com.

4. The technician services the customer’s PC using LogMeIn Rescue.

Sample Scenario: Customer's perspective when Windows is not booting up


1. The customer experiences a problem with his PC.
2. The customer contacts his MSP (for example, by telephone).
3. The MSP technician tells the customer to shut down his computer.
4. The MSP instructs the customer to access the BIOS during reboot by pressing CTRL+ALT+F1. The customer will
see the Intel® RPAT BIOS-level connection page.
5. The customer receives a passcode from the technician and enters it in the Intel® RPAT BIOS-level interface.
6. The technician services the customer’s PC using LogMeIn Rescue.

4 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT
Making the Connection
All Intel® RPAT sessions in LogMeIn Rescue are Private Sessions. RPAT sessions cannot be initiated through a
Channel.
The initial customer contact may be by telephone or other form of communication.
RPAT sessions can be initiated in the following ways:
• Using a Rescue PIN Code entered at www.LogMeIn123.com (or Rescue Calling Card, if available)
• Using a 16-digit RPAT passcode entered on the RPAT Windows interface
• Using a 16-digit RPAT passcode entered on the RPAT BIOS interface

Connection rules to keep in mind


• PIN Code is not an option when the customer has no active LAN connection at the time the connection is made
("out-of-band")
• PIN Code is not an option when Windows is not responding

How to Initiate an Intel® RPAT Session Using a PIN Code

Important: The PIN Code connection method is only valid when the customer has an active LAN connection
at the time the session is initiated.

1. Click New Session on the Session toolbar.


The Create New Session dialog box is displayed.
2. Enter a Name that will help you identify the customer, as well as any other information required by your
organization.
3. Under Connection Method, click the PIN Code tab.
4. Click Create PIN Code.
LogMeIn generates a 6 digit PIN code.
5. Tell the customer to go to www.LogMeIn123.com and enter the PIN code in the appropriate field and click
Connect to technician.

Copyright © 2009 LogMeIn, Inc. 5


Figure 1: www.LogMeIn123.com as seen by the customer when initiating a PIN Code session

The customer will be prompted to download the Rescue Applet and the connection will be made.

Note: Rescue recognizes the RPAT-ready PC and invisibly generates a passcode that is automatically
communicated to the Rescue Applet.

6. Once connected, the session appears as Waiting in the Session List. To activate the session, select the session
and click Start.
At this point you can service the customer’s computer in a variety of ways, as described in the Common Tasks
section.

Technicians not already registered to use Rescue with Intel® Connect Service using RPAT will be automatically
given a 30-day Connect Service trial.

How to Initiate an Intel® RPAT Session Using an RPAT Passcode


The customer must have the RPAT application installed on his PC.

1. Click New Session on the Session toolbar.


The Create New Session dialog box is displayed.
2. Enter a Name that will help you identify the customer, as well as any other information required by your
organization.
3. Under Connection Method, click the Intel® RPAT tab.
4. Click Create Passcode.

6 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT
LogMeIn generates a 16-digit passcode.
5. Tell the customer to enter the passcode in the appropriate field on the client Intel® RPAT interface (Windows
or BIOS level) and click Connect (or similar).

Figure 2: Intel® RPAT Windows Interface as seen by the customer when initiating a one-time support session

The customer will be prompted to download the Rescue Applet and the connection will be made.

Copyright © 2009 LogMeIn, Inc. 7


6. Once connected, the session appears as Waiting in the Session List. To activate the session, select the session
and click Start.
At this point you can service the customer’s computer in a variety of ways, as described in the Common Tasks
section.

How to Enroll a Customer for Reactive Support


Reactive sessions occur when the customer has enrolled with an MSP for regular Intel® RPAT service. During the
enrollment process, the Rescue Calling Card is deployed to the customer's computer, which allows technicians to
use full Rescue functionality even when LAN connectivity is lost or disconnected.

1. Click New Session on the Session toolbar.


The Create New Session dialog box is displayed.
2. Enter a Name that will help you identify the customer, as well as any other information required by your
organization.
3. Under Connection Method, click the Intel® RPAT tab.
4. Click Create Passcode.

LogMeIn generates a 16-digit passcode.


5. Tell the customer to click Contact Service Provider > Reactive Support on the Intel® RPAT Windows interface.
6. Tell the customer to enter an Account ID and the 16 digit passcode.

8 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT
Figure 3: Intel® RPAT Windows Interface as seen by the customer when enrolling for Reactive support

Note: The Account ID is a unique account number assigned to the Host by the service provider. It is
configured and maintained outside of the Intel Connect Service, typically in the MSP's CRM system.
LogMeIn does not store and cannot retrieve this value.

7. Tell the customer to click Enroll.


The customer will be prompted to download the Rescue Applet and Calling Card and the connection will be
made.
8. Once connected, the session appears as Waiting in the Session List. To activate the session, select the session
and click Start.
At this point you can service the customer’s computer in a variety of ways, as described in the Common Tasks
section.

The next time the customer requires assistance, the Rescue session will use the Rescue Calling Card, not the Rescue
Applet.

Copyright © 2009 LogMeIn, Inc. 9


Common Tasks
This section gives you guidance for handling common problems that can be supported using LogMeIn Rescue and
Intel® Connect Service using RPAT.
Experiment with these scenarios in a controlled environment to become comfortable with the powerful capabilities
offered by LogMeIn Rescue for Intel® Connect Service using RPAT.

How to Reset the Host when the OS Stops Responding


A customer contacts you because his operating system has stopped responding.

1. Instruct the customer to shut down his computer.


2. Instruct the customer to access the BIOS during reboot by pressing CTRL+ALT+F1.
The customer will see the Intel® RPAT BIOS-level connection page.
3. Initiate an Intel® RPAT session in LogMeIn Rescue using a 16-digit RPAT passcode.
4. Instruct the customer to enter the 16-digit passcode.
View progress and system messages in the Chat panel.
5. Once the session is active, go to the Reboot tab in Rescue.

6. Under Reset the computer using Intel RPAT Technology, confirm that Use Default RPAT Credentials is selected.
7. Confirm that Normal reset is selected.

8. Click the red Reset button.

10 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT
View progress and system messages in the Chat panel.
9. Go to the Customer Desktop tab to interact with the host.

Note: For enrolled customers, the technician may be prompted to enter the customer's RPAT Account ID
(received upon service enrollment).

How to Control the Host at the BIOS Level


A customer contacts you because he is experiencing abnormal system behavior.
This scenario assumes that Windows may be running at session start. In this case, the technician may choose to
bypass Windows and control the host at the BIOS level.

1. Instruct the customer to open the Intel® RPAT interface in either Windows or the BIOS, as appropriate.
2. Initiate an Intel® RPAT session in LogMeIn Rescue using either PIN Code or a 16-digit RPAT passcode.

Remember: PIN Code is not an option when Windows is not responding.

3. Instruct the customer to enter the PIN or 16-digit passcode.


View progress and system messages in the Chat panel.
4. Once the session is active, go to the Reboot tab in Rescue.

5. Under Reset the computer using Intel RPAT Technology, confirm that Use Default RPAT Credentials is selected.
6. Under Reset the computer using Intel RPAT Technology, select Boot to BIOS.

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7. Click the red Reset button.

View progress and system messages in the Chat panel.


8. Go to the Customer Desktop tab to interact with the host.

The session remains Active throughout.

Note: For enrolled customers, the technician may be prompted to enter the customer's RPAT Account ID
(received upon service enrollment).

How to Access the Host Using a Boot Image

1. Instruct the customer to open the Intel® RPAT interface in either Windows or the BIOS, as appropriate.
2. Initiate an Intel® RPAT session in LogMeIn Rescue using either PIN Code or a 16-digit RPAT passcode.

Remember: PIN Code is not an option when Windows is not responding.

3. Instruct the customer to enter the PIN or 16-digit passcode.


View progress and system messages in the Chat panel.
4. Once the session is active, go to the Reboot tab in Rescue.

5. Under Reset the computer using Intel RPAT Technology, confirm that Use Default RPAT Credentials is selected.
6. Under Reset the computer using Intel RPAT Technology, select Connect Drive (IDE-R).

12 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT
7. Browse to select an .ISO or .IMG file on your computer or network.
8. Click the red Reset button.

View progress and system messages in the Chat panel.


9. Go to the Customer Desktop tab to interact with the host.

The session remains Active throughout.

Note: For enrolled customers, the technician may be prompted to enter the customer's RPAT Account ID
(received upon service enrollment).

How to Connect to the Host when there is no Outside Network Connection (out-of-band
connection)
This scenario assumes that Windows LAN is disabled before the session is initiated.

1. Instruct the customer to open the Intel® RPAT interface in either Windows or the BIOS, as appropriate.
From the customer’s perspective, it must be an Enrolled Connection.
2. Initiate an Intel® RPAT session in LogMeIn Rescue using a 16-digit RPAT passcode.
3. Instruct the customer to enter the 16-digit passcode.
View progress and system messages in the Chat panel.
4. Once the session is active, you have the following options:
• Standard restart (Reboot tab)
• Boot to BIOS (Reboot tab)
• Launch a SOL RC Session (Serial-over-LAN Remote Control Session, available on the Customer Desktop tab)

Note: This option is only available if the customer is enrolled with the MSP.

• Boot to Image (Connect Drive, IDE-R)

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Rescue will show the customer that the session is Disconnected. Inform the customer that this is not a problem
since the Intel® RPAT connection status overrides the Rescue status.

How to Debug a Host Infected with a Virus or Malware


In this scenario, you directly ask the customer to disable the LAN to eliminate further risk of damage.

1. Before making a connection, instruct the customer to disable the Windows LAN connection.
2. Instruct the customer to open the Intel® RPAT interface in either Windows or the BIOS, as appropriate.
From the customer’s perspective, it must be an Enrolled Connection.
3. Instruct the customer to enter the 16-digit RPAT passcode.
4. Once the session is active, go to the Reboot tab in Rescue.

5. Under Reset the computer using Intel RPAT Technology, select Connect Drive (IDE-R).

6. Browse to select an .ISO or .IMG file on your computer or network.

Rescue will show the customer that the session is Disconnected. Inform the customer that this is not a problem
since the Intel® RPAT connection status overrides the Rescue status.

14 Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT