Frequently Asked Questions (FAQ)
What is LogMeIn Rescue?
BYU-Idaho utilizes a service named LogMeIn Rescue to perform remote computer support when a support issue requires direct connection from a BYU-Idaho support agent to a student, faculty, or staff computer. This service/software allows the BYU-Idaho support agent to see your computer screen to provide deeper support for issues that you may be experiencing with your computer or BYU-Idaho computer resources such as websites. Using the Rescue program and with your expressed permission the BYU-Idaho support agent may directly control your computer.
What kind of software will be installed on my computer?
The Rescue software is a minimal download and installation and can be used on a Mac or Windows device. When prompted by an authorized BYU-Idaho support agent you will be directed to enter a 6-digit code to begin a remote support session. After entering the code you will be prompted to download and install a program which will give the BYU-Idaho support agent access to your computer screen, files, event logs, and may take remote control of your computer (with your expressed authorization). The program that will be installed is named LogMeIn Rescue and it is a valid and authorized application to be used by BYU-Idaho support staff.
Do I need this software to get remote support from BYU-Idaho support agents?
The Rescue program is needed to provide the remote control and support to the computer. If you do not wish to use the Rescue program then traditional methods of support will be provided such as telephone, chat, email, or text.
Does the software need to be removed by me following my support session?
The program is small and will automatically remove itself when your remote support session has ended. It is called a "Zero Footprint" software meaning it removes itself after each support session.
Can the BYU-Idaho support agent or university spy on my computer using the Rescue program?
No, the program is a one-time use application. Meaning, it will be installed by you when needing support and it will automatically be removed from your computer following the support session. Once it is removed it will leave no method for BYU-Idaho representatives to view or monitor your computer. The function of the Rescue program is to provide on-demand support only when it is needed by you.
What kind of records or information are gathered during my remote support session?
Logs and recordings of the support session may be generated during the support session to provide accurate information on what steps were taken by the BYU-Idaho support agent during the remote support session. These logs and recordings will be kept securely by LogMeIn and BYU-Idaho and may be used for quality control and evaluation of the support agent(s).
What if I encounter problems that I believe to be a result of the Rescue program?
If you encounter issues that you believe were a result of the LogMeIn Rescue program or the support agent's interaction with your computer while using the LogMeIn Rescue program you may contact the BYU-Idaho support department representatives for assistance and to discuss your concerns. The BYU-Idaho support agent(s) and their management may review the support logs or recordings (if available) to validate issues reported.