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ii Technician's Guide for LogMeIn Rescue and Intel® Connect Service using RPAT
Fundamentals
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.
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
Important: The PIN Code connection method is only valid when the customer has an active LAN connection
at the time the session is initiated.
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.
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.
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.
The next time the customer requires assistance, the Rescue session will use the Rescue Calling Card, not the Rescue
Applet.
6. Under Reset the computer using Intel RPAT Technology, confirm that Use Default RPAT Credentials is selected.
7. Confirm that Normal reset is selected.
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).
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.
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.
Note: For enrolled customers, the technician may be prompted to enter the customer's RPAT Account ID
(received upon service enrollment).
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.
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.
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.
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).
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