Common Questions and Answers for Customers
This article provides answers to the most common questions about ad hoc support.
Can I end the support session at any time?
- Click the Support Session app icon in the Windows taskbar.
- Click End your Support Session and remove app.
Your computer is now inaccessible via a support session.
Is it indicated when my support provider is connected to my computer?
The security code I entered to activate the support session is not valid.
- Enter the most recent security code correctly that you have received from your support provider.
- Use Support Session app installer link in the most recent email that you have received from your support provider.
My support session has expired.
A session can expire for multiple reasons.
Possible reason | Solution |
---|---|
More than 24 hours passed since session activation. | Ask your provider to set up a new support session. |
You or your support provider ended the session manually. | Ask your provider to set up a new support session. |
You may have clicked an activation link for a previous support session. | Follow the most recent instructions that you have received from your provider. |
A support session is already in progress.
Your computer is already accessible, no further action is necessary.
If the issue persists, contact your support provider.
- Click the Support Session app icon in the Windows taskbar.
- Click End your Support Session and remove app.
- Contact the provider of your choosing to set up a new support session for you.
How can I receive support if the host software is already installed on my computer?
Contact your support provider for further instructions.
The Group Policy settings on my computer prevent the support session from starting.
Contact your support provider to resolve the issue.
The Support Session app reports that my computer is offline.
The app may be actively blocked by your firewall. You must allow the Support Session app to make connections in your firewall configuration to be able to receive remote support.
Consult your firewall's documentation for further instructions.
How can I change my LogMeIn Central account password?
To change or reset you password, see Reset Your Password.