LogMeIn Rescue intros remote support for Android tablets, smartphones

MOBILE WORLD CONGRESS, BARCELONA, SPAIN & WOBURN, USA: Mobile operators, device manufacturers, and IT helpdesks can now remotely diagnose and troubleshoot Android smartphones and tablets virtually anywhere with a mobile network connection with the new release of LogMeIn Rescue.

LogMeIn Inc. is extending its focus on supporting mobile consumers and workers, by addressing the rapid rise of Android tablets and smartphones. The Android features build on Rescue’s mobile capabilities, which also include support for iPhone, iPad, BlackBerry, Symbian, and Windows Mobile devices. Demonstrations of the new capabilities can be seen at LogMeIn’s product blog, or by visiting the LogMeIn booth (booth #1G31) and the Google booth (booth #8C25) at Mobile World Congress 2011.

A major North American mobile operator and two leading Android device manufacturers have already signed up to provide the new on-demand support features, and pre-deploy Rescue on select smartphones and tablets. These LogMeIn Rescue-enabled Android devices are expected to ship in the first half of 2011. LogMeIn Rescue is currently used by more than a dozen of the world’s top mobile operators, including Orange, Telstra, Telus, Telenor, as well as four of the top five US operators, to support to their remote users and customers.

Two versions of the new capabilities are available – one for mobile operators and device manufacturers, and one for businesses. The mobile operator/OEM version introduces the ability to remotely control customer devices, over the air, directly from a computer, as if the device were in a support technician’s hands.

A business version designed for IT helpdesks provides the ability to remotely support Android tablets and smartphone users. Both include a diagnostic dashboard that clearly displays device information, the ability to transfer files between the technician and the end user’s device as well as an ability to chat with a user. Remote control capabilities will initially be available only on the operator/OEM version.

“With hundreds of different Android device types in the market and a multitude of manufacturers announcing the pending arrival of new Android tablets in 2011, consumers and mobile professionals are the likely beneficiaries of this healthy competition. But this extensive selection introduces significant, potentially costly support challenges for mobile operators and IT helpdesks,” said IDC analyst, Stephen Drake, Program VP, Mobility and Telecom. “Tools that provide the ability to remotely diagnose and troubleshoot problems across multiple mobile OSes and device types are rapidly become an essential part of the modern helpdesk.”

"Mobile operators and device manufacturers want to make sure their customers have the absolute best experience with their Android smartphones and tablets, and good, fast support is a critical part of keeping those customers happy," said Lee Weiner VP, Support Products at LogMeIn. "By working closely with our mobile and OEM customers, we've created a new version of LogMeIn Rescue that is now shipping on many of today’s most popular tablets and smartphones to provide Android users with a highly efficient customer support experience."

Android has also had a significant impact on businesses, IT providers, and MSPs, who are looking for ways to support the myriad of devices running the popular OS in the work environment. The new release of LogMeIn Rescue, which also provides remote support for PCs and Macs, introduces a variety of capabilities to address internal and external IT helpdesk needs.

“The growth of Android and other smartphones represents new implications for IT support of consumer devices in the workplace as the edge of the network is further extended. Whether companies decide to standardize on an OS or simply adopt a ‘bring your own device’ policy, a world-class Service Desk like that at CompuCom must support an increasingly wide range of device-types,” said Thomas Vetterani, Vice President at CompuCom, the leading IT outsourcing specialist that uses LogMeIn Rescue to support a wide-range of clients across the globe. “LogMeIn Rescue manages a variety of computers, smartphones and tablet devices through a single tool — a compelling proposition for the flexibility needed to evolve the way we support our clients.”