Getting Started Guide

May 2007 1. 2. 3. About LogMeIn IT Reach Minimum Requirements Adding and Accessing Computers

4. Connecting to a PC 5. The Target PC Main Page

6. Setting LogMeIn IT Reach Alerts 7. Viewing LogMeIn IT Reach Alerts

8. Managing users

Copyright © 2007 LogMeIn, Inc. All rights reserved.

Getting Started
1. 2. 3. About LogMeIn IT Reach................................................................................................................3 Terminology .....................................................................................................................................3 Minimum Requirements ............................................................................................................... 4 Adding and Accessing Computers.................................................................................................5 Adding Computers to Your Account .............................................................................................5 Creating a Computer Group.......................................................................................................... 8 Connecting to a Remote PC......................................................................................................... 10 The Target PC Main Page ............................................................................................................. 11 Target PC Main Page Components.............................................................................................. 11 The Dashboard...............................................................................................................................12 Target PC Main Page Menu .........................................................................................................14 Remote Control..............................................................................................................................14 File Manager ..................................................................................................................................14 Disk Mapping................................................................................................................................. 15 Computer Management............................................................................................................... 16 Setting LogMeIn IT Reach Alerts................................................................................................. 17 Alert Types...................................................................................................................................... 17 Creating an Alert Group and Assigning PCs to It ...................................................................... 17 Viewing LogMeIn IT Reach Alerts Set for an Individual Target PC.........................................23 Viewing LogMeIn IT Reach Alerts.............................................................................................. 24 Acknowledging Alerts ...................................................................................................................25 Deleting Acknowledged Alerts .....................................................................................................25 Managing Users: Master Account Holders, Administrators and Secondary Users ................25 Administrators & Secondary Users: Increased Flexibility within Accounts ............................25 Profiles: Increased Flexibility across Accounts ..........................................................................26 Enhanced Reporting: Easily track administrators, end users and computers in your account..............................................................................................................................26

4. 5.

6.

7.

8.

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Getting Started
1. About LogMeIn IT Reach
LogMeIn IT Reach is a secure, web-based remote systems administration and support solution that is trusted by thousands of companies in virtually every country worldwide. Firewall traversal and dynamic IP address resolution allow you to manage hard-toreach systems with ease - even while systems are unattended, or in the background while in use, so you never need to interrupt or rely on end users. With LogMeIn IT Reach, you gain real-world tools for central, proactive systems management, so you’re not just repairing system issues, but preventing them altogether. Simply set LogMeIn IT Reach to operate as your first line of defense, and be alerted of issues before they impact users or business. A powerful remote administration toolkit puts all the tools you need at your fingertips to quickly diagnose and solve problems on remote systems and servers as they arise.

Terminology
Account
When you sign up for the Free Trial or subscribe to LogMeIn IT Reach you create an account. All computers that you then add are added to your account. An account is managed from the My Computers page.

Client PC
The Client PC (also referred to as the Local PC) can be any PC connected to the Internet that meets the minimum requirements. Whether you are at home, in the office, on the road or in an Internet cafe, the computer that you are sitting at to access another computer is the Client PC. The Client PC does not require LogMeIn IT Reach to be installed on it.

Computer Access Code
The password to be used when connecting to a Target PC. You may be asked to create a Computer Access Code when you install LogMeIn IT Reach; if you are not asked, then the Computer Access Code will be the password of the user account you are using.

Email address and Password
When you create an account you are asked for your email address and a password. These are required each time you open the My Computers page, and help prevent your account from being misused.

Host PC
The Host PC (also referred to as the Target PC) is the computer being accessed remotely by a user at a Local PC. LogMeIn IT Reach must be installed on a PC before it can be accessed as a Host PC.

Local PC
Same as Client PC.

My Computers Page
The My Computers Page is a webpage hosted by LogMeIn from which you manage the PCs in your LogMeIn IT Reach account.

Target PC
Same as Host PC.

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Getting Started
2. Minimum Requirements
Local or Client PC
• • Microsoft Windows Vista, XP and Server 2003 (all including 64-bit); Windows 98, ME, 2000, or, or any operating system that supports Java or ActiveX within a web browser. Ensure that the latest version of Java is installed. Reliable connection to the Internet via cable modem, ISDN, or DSL. Internet Explorer 5.5 or later, with support for 128-bit or 256-bit encryption. Mozilla-based browsers that are compatible include Firefox 1.0.6 or later, Netscape 7.2 or later, and Mozilla 1.7 or later. Note: if you are using Firefox then you will be given the option of installing a LogMeIn plug-in - it is not required that you install the plug-in, but it is recommended. You can also use a web-enabled device running Pocket PC 2002, Microsoft Windows Mobile 2003 for Pocket PC, Microsoft Windows Mobile 2003 Second Edition for Pocket PC, or Microsoft Windows Mobile 2005 for Pocket PC. Microsoft Windows Vista, XP and Server 2003 (all including 64-bit); Windows 98, ME, 2000 Permanent connection to the Internet via cable modem, ISDN, or DSL. Web browser that supports 128-bit or 256-bit encryption. LogMeIn IT Reach software.

Target or Host PC
• •


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Getting Started
3. Adding and Accessing Computers
Once you have created your LogMeIn IT Reach account, the basic administration of computers in your account is performed from the LogMeIn IT Reach My Computers page. 1. Open http://www.LogMeInITReach.com in a web browser, and log into your account at the top of the page with the email address and password you used when creating your account.

This is an example of the My Computers page, complete with an expanded computer group:

Adding Computers to Your Account
You can add the computer you are currently sitting at to your account, or install LogMeIn IT Reach on remote computers by deploying a simple installation link by email. When recipients click the installation link in the email, LogMeIn IT Reach is installed on their machines and those PCs are added to your account. The message in the screenshot below will appear when you have not added any computers to your account. You will need to select the icon to add a computer to your account.

This dialog box will appear:

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Getting Started

Adding a Local Computer
To add the computer you are sitting at: 1. 2. Select a LogMeIn product. Click the button.

Follow the on-screen instructions to install LogMeIn IT Reach. On PCs that can be accessed normally without user accounts, for example, those running Windows 95 or Windows 98, you will be asked to enter the login credentials (Computer Access Code) by which a remote user can access your PC. The computer you have just added will immediately appear on the My Computers page.

Adding a Remote Computer
To install LogMeIn IT Reach on a computer at a remote location, you need someone sitting at that computer to initiate the installation. To invite remote computer users to install the software on their machine: 1. Select the Deploy LogMeIn IT Reach to remote computer(s) option and select OK.

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Getting Started
2. Complete the form:

a. b. c. d. e. f. 3.

Service type denotes which LogMeIn IT Reach version is to be installed. Description is used for your own purposes. For example, you may want to add information that allows you to keep track of users to whom you have sent this link. Maximum # of installations from the link is the maximum number of computers on which the software can be installed from this link. Expiration date is the date after which the link becomes invalid. Computer Group is the group you wish the computer to belong to. Alert Group is the group you wish to associate the computer with.

Click Continue, resulting in the following dialog box:

The installation link is now created and you can either click Copy to copy the link to the clipboard, from where you can paste it into, for example, an email message; or automatically create an email message that contains the link by clicking Send.

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Getting Started
Creating a Computer Group
Computer Groups provide a convenient way for you to group computers having common characteristics. You can create any number of Computer Groups, but a computer can only belong to one group at any time. To create a Computer Group: 1. Click Groups in the menu area on the left side of the My Computers page.

2.

Click Add Group in the drop-down menu on the Groups page.

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Getting Started
3. 4. Type the name of the new group in the Group name field. Assign computers to the group by selecting them in the right side Available Computers pane…

…and clicking

to move them into the group.

5.

Click

to create the group. button, the group will not be created.

Note: If you simply return to your My Computers screen without clicking the

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Getting Started
The new group now appears in the list of computer groups:

Groups can be deleted by selecting Edit in the Settings column on the My Computers page, then using the Delete this group button. Any computers in the group are not deleted and are moved to the default group.

Connecting to a Remote PC
1. Go to your My Computers page.

2. 3. 4.

Click the description of the computer to which you want to connect. (e.g., Liszt - 89) You will need to enter the Windows user name and password (or the computer access code). The Target PC Main Page for that computer is displayed.

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Getting Started
5. The Target PC Main Page
The Target PC Main Page is the point from which you initiate all your interaction with a Target PC.

Target PC Main Page Components
return to dashboard button dashboard

performance viewer

menu

To open the Main Page for a Target PC, see Connecting to a PC.

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Getting Started
The Dashboard
The Dashboard consists of nine panes, presenting a central, consolidated view of the state of the Target PC. Each of these panes can be rolled up so only the heading shows, or rolled down so you can see the entries in that pane.
heading: click for more information

entry: click or move mouse over for more detailed information roll-up button

Roll-down roll-down button button

System Information
Provides details about the Target PC’s Operating System; the CPU installed; the amount of physical and virtual memory available and used; when the PC was last booted; and which user is logged in.

Events
Provides an instant view of information that must typically be retrieved using the Administrative Tools/Event Viewer within Windows. It displays the five (default value) most recent events from the Application Event Log, Security Event Log, and System Event Log. You can customize which events are displayed by clicking Set Filter.

Processes
Provides an instant view of information that must typically be retrieved by running Windows Task Manager/Processes. It displays information about the five (default value) processes using most CPU resources; the percentage of CPU each process is using; and the amount of memory each process is using.

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Getting Started
Network Traffic
Provides details of network traffic on the selected network interface.

The area at the top shows the loading on the network interface: you can redraw this graph to show the latest data by clicking . You may also adjust the sensitivity of the graph by changing the values in the Max Inbound/Outbound fields.

Disk Drives
Displays the size and amount of used/free space on each disk drive of the Target PC.

Scheduled Tasks
Provides an instant view of information that must typically be retrieved using the Scheduled Tasks feature in Windows. It lists the five (default value) most recently executed scheduled tasks.

Most Recent Accesses
Provides details of the most recent accesses to the Target PC using LogMeIn IT Reach.

Installed Hotfixes
Provides details of the Windows Hotfixes (updates, service packs, etc.) installed on the Target PC.

Journal
Provides a list of the five (default value) most recent Journal entries. The Journal allows you to add useful, time-stamped comments by typing in the input box and clicking Add.

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Getting Started
Target PC Main Page Menu

Remote Control
Remote control lets you use a Target PC just as if you were sitting in front of it. When you start a remote control session using the menu above, you are offered several connection options:

… connecting your default printer to the local PC , synchronizing the content of the clipboards (this allows you to share the clipboard between the Local PC and the Target PC). Once connected, you can put the display into Full-Screen mode by clicking the Full Screen button:

The Remote Control toolbar is moved to the top of the screen and recedes, but can be accessed again simply by moving your mouse to the tab at the top of the screen. Using the pin icon, the toolbar can be made to remain on screen. Click the Full Screen button again to exit full-screen mode.

File Manager
The File Manager lets you easily and quickly transfer files between a Local PC and a Target PC. At its simplest, this allows files and folders to be dragged and dropped from one machine to the other. However, there are also several more powerful features for folder synchronization.

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Getting Started
Disk Mapping
It is possible to map drives on the host machine so that they are directly accessible from the remote machine – just as if the drive was physically on the remote machine. For example, you may have an .msi installer file on the host machine and you wish to run that .msi on the remote machine, thus avoid the need to send the file via email or FTP transfer.

To access the feature, click on the Connect Drives button when on the Remote Control screen and the drives on the two machines will automatically be mapped, so that files on the local machine can be accessed and run on the remote machine.

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Getting Started
Computer Management
LogMeIn IT Reach includes many tools for managing remote PCs.

Processes
Lists all the processes and applications running on the Target PC. You can view more detailed information for an entry by moving the mouse over it.

Command Prompt
Allows you to open the command prompt (sometimes referred to as a DOS box) on the Target PC. When you select Command icon to toggle between a conventional command prompt and an Prompt a conventional command box is opened. Clicking the HTML-based command prompt.

Reboot
The Reboot facility offers six options: Restart LogMeIn; Normal Reboot; Emergency Reboot; Hard Reboot; Reboot in Safe Mode and Scheduled Reboot . All the reboot options - except Restart LogMeIn - require someone to be sitting at the Target PC to enter login credentials if any are required.

Note: If the Target PC is running Microsoft Windows 95, Windows 98 or Windows ME, many of the facilities offered from the Main Page are either not available or work in a restricted manner.

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Getting Started
6. Setting LogMeIn IT Reach Alerts
LogMeIn IT Reach Alerts are a quick and easy way of monitoring any number of Target PCs from one Local PC. Using on-screen wizards built into LogMeIn IT Reach, you first define a group of PCs to be monitored, and then you define the events. An Alert Group can contain hundreds of PCs on which you set alerts simultaneously. When an alert is generated, it appears in the Alert Viewer. You can configure alerts so that emails are also sent to a specified email address.

Alert Types
LogMeIn IT Reach includes the following alert types, each of which can be configured to your needs: CPU Utilization: Monitors CPU usage and if it is at a defined level or above for a defined time an alert is generated. In a multipleprocessor system, you can specify whether the alert condition will apply to all processors collectively or individual processors. Used Memory: Monitors memory usage. If usage is at a defined level or above for a defined time an alert is generated. Free Disk Space: Monitors the amount of free disk space on the specified drive and if it drops below a defined level an alert is generated. Folder Size: Monitors the size of a specified folder and if the folder size exceeds a defined size an alert is generated. File Size: Monitors the size of a specified file and if the file size exceeds a defined size an alert is generated. Computer: Monitors the status of all PCs in the Alert Group. If a PC has been offline for a specified time, or has been back online for a specified time, an alert is generated. Application: Monitors a specific application and generates an alert when it starts, stops or crashes. Service: Monitors a specific service and generates an alert when it stops or crashes. Event: Monitors the specified event log for the specified event.

Creating an Alert Group and Assigning PCs to It
The basic administration of Alert Groups is performed from the LogMeIn IT Reach My Computers page. To access this page: 1. 2. Open http://www.LogMeInITReach.com in a web browser, and log into your account at the top of the page with the email address and password you used when creating your account. Click Alerts on the My Computers page

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Getting Started

3.

Select the Alert Groups page, then click Add Alert Group

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Getting Started
4. Give the Alert Group a name in the Group Name field. In this example, we are creating an Alert Group for a number of server machines, so we will call the group Combined Servers.

5.

To assign machines to the Alert Group, select the PCs to be assigned in the left pane and click

.

6.

Click

to save the definition of which PCs are included in the Alert Group.

At this point we have an alert group called Combined Servers that contains eleven PCs, but we have not yet specified the conditions for the alert. In practice, the alert group could contain hundreds of PCs.

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Getting Started
Continuing our example, we can now specify for which events to be alerted, and select the following: the servers going offline, the D disk reaching more than 70% capacity, the CPU usage exceeding 60%, and the skype.exe process starting. In the event of skype.exe running, we also want to send an email to sys.admin@company.com. Server offline alert: 1. Select Computer from the dropdown box.

2.

Click

. The preset variables are chosen from drop-down menus.

3. 4. 5. 6. 7.

Type a meaningful description in the Description field (for example, “Computer”). Select Goes Offline in the If computer dropdown box. Enter 1 Minute in the for field. Select alert and don’t send an email in the then field. Click .

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Getting Started
Disk space alert: 1. Select Free Disk Space from the dropdown box.

2.

Click

.

3. 4. 5. 6. 7.

Type a meaningful description in the Description field (for example, “Free Disk Space”) Select D from the drive list. Change the percentage to 30 in the is less than field. Select alert and don’t send an email in the then field. Click .

Process alert for when skype.exe starts: 1. Select Application from the dropdown box.

2.

Click

.

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Getting Started
3. Type a meaningful description in the Description field (for example, “Skype Started”)

4. 5. 6. 7. 8. 9.

Type Skype in the named field (the extension .exe is assumed). Select starts from the dropdown box. Select alert and send an email in the then field. Type sys.admin@company.com in the to address field. Check Send email when alert is acknowledged. Click .

Note: This feature is not available on machines running Windows 9x. CPU usage alert: 1. 2. Select CPU Utilization from the dropdown box. Click .

3. 4. 5. 6. 7. 8. 9.

Type a meaningful description in the Description field (for example, “High CPU Usage”) Select Any Individual CPU from the If CPU Utilization options. Select alert and don’t send an email in the then field. Type 60 in the Exceeds field. Type 2 minutes in the for field. Select alert and don’t send an email in the then field. Click . when you have added all the desired alerts.

10. Click

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Getting Started
We have now created the four alerts we wanted. They can be viewed by selecting the Alert Groups page. Whenever one of the conditions we have just defined occurs, an alert will be generated and shown in the Alert Viewer. Note that in the case of Skype being started on one of the PCs in the alert group, an email is also sent to the inbox of sys.admin@company.com.

Viewing LogMeIn IT Reach Alerts Set for an Individual Target PC
You can easily view which LogMeIn IT Reach Alerts have been set for a specific Target PC once you are connected to it. Select IT Reach Alerts from the Scheduling & Alerts menu.

This shows a summary of the conditions under which the Target PC generates Alerts. For example:

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Getting Started
7. Viewing LogMeIn IT Reach Alerts
In the previous section, Setting IT Reach Alerts, you saw how to configure alerts. This section provides an overview of how to view and react to these alerts: Open your My Computers page.

Next to each computer group you will see the status of your alerts: (An alert icon is also shown next to the computer it relates to in the My Computers list.) When an alert is generated, its status is Unacknowledged until you have explicitly acknowledged it, meaning you have viewed the alert. Click on the above alert messages to open the Alert Viewer:

The line above the column headings enables you to filter alerts by date, and to set the number of alerts to be displayed on one page. Click to apply the filter(s).

By clicking the titles in the column headings, you can sort the list by the clicked category, e.g. PC Name (apart from RTN, which is a checkmark indicating that the alert condition has returned to normal). Further filtering options become available when you click the Filters link, where you are able to filter on the alert status (acknowledged or unacknowledged) and the PC name. In the Show PCs named field you can enter the name (computer description) of a PC; the wildcard character * is recognized in this field and matches any string of zero or more characters. Click to apply the filter. Unacknowledged alerts are shown in red, and acknowledged alerts are shown in blue (if the PC that generated the alert is offline, then the alert entry is shown in black). You can connect to the PC that generated the alert by clicking the computer description (the PC must be online).

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Getting Started
Acknowledging Alerts
Acknowledging alerts is a two-step process: first, select those alerts you wish to acknowledge by checking their boxes, and then click . If the alert was configured with the option of sending an email when it is acknowledged, an email will be sent.

Deleting Acknowledged Alerts
If you are monitoring a number of machines intensively, the list of alerts could soon become large and difficult to manage. To keep the list to a manageable size, you can delete those alerts that have been acknowledged. Note: once you delete an alert, it cannot be retrieved or viewed in a history log. 1. 2. 3. Select the alerts you wish to delete. Click the Confirm your action. button.

8. Managing Users: Master Account Holders, Administrators and Secondary Users
Administrators & Secondary Users: Increased Flexibility within Accounts
A LogMeIn IT Reach account represents a single company or entity, and can be comprised of three types of users: •

Master Account Holder: The person who created the account and is the only person who can access billing information or purchase additional seats/renewals for the account. By default, a Master Account Holder is also an Administrator. Administrators: Users in the account who have remote access and administration rights to all computers in the account. An account can have an unlimited number of Administrators, each with a unique login and specified level of permissions.
Administrators with the rights to do so can create, edit and manage additional Administrators, but only with the same level (or lower-level) of permissions. Administrators with the rights to do so can also create, edit and manage Secondary Users.

Secondary Users: Users in the account who have remote access rights to one or more computers in the account. Secondary
User Accounts are ideal for providing individual remote access rights to computer users. These same users are also supported through the same LogMeIn IT Reach software installation that Administrators use to support and maintain the computer. This eliminates the need for additional software to provide individual remote access capabilities. Secondary Users cannot perform administrative functions, nor can they create new users of any type.

Note: If you have been using Secondary User accounts to allow multiple administrators to access computers in your LogMeIn IT Reach account, it is recommended that you delete those Secondary Users, then re-create them as Administrators, which enables you to assign administrative capabilities to those users.

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Getting Started
Profiles: Increased Flexibility across Accounts
Profiles offer greater flexibility for segregating the computers to which you have access. You can access computers that are part of two or more accounts through a single log in. A LogMeIn user (as defined by the email address), can have multiple Profiles, and switch between them once logged in using the facility on the My Computers page. If authorized, you are also able to move computers from one Profile to another.
You are also able to create a Personal Profile on the My Computers page (and make this your default profile, if desired) and then create and add computers to this profile. Profiles are best defined by example: • You are a Master Administrator for XYZ Company (defined by email address; admin@xyzcompany.com), but you have also been invited by your brother, as a Secondary User, to access his personal LogMeIn Pro computer. The new Profile functionality will automatically recognize that you (admin@xyzcompany.com) have access to computers that are part of two different LogMeIn accounts (in this example, you [admin@xyzcompany.com] have access to the computers in XYZ Company's LogMeIn IT Reach account as well as the computer in your brother's LogMeIn Pro account). When you log into your account using email address admin@xyzcompany.com, you will automatically see a list of available Profiles and can choose which Profile you would like to use. Users with multiple profiles can select a Default Profile, and also can switch profiles at any time while logged into their account. Users that do not have multiple Profiles, or who have set a Default Profile, will bypass the option to select a Profile when logging into their account. In some instances, you can also move computers from one of your Profiles to another. To do so, you must have deployment rights (the ability to add a computer to the account either locally or remotely) for both Profiles. You can move Free, Pro and IT Reach subscriptions between Profiles, although certain conditions apply (for details, see Can I move computers between Profiles? in the FAQ section).

Enhanced Reporting: Easily track administrators, end users and computers in your account
Enhanced functionality for real-time tracking of user and computer activity: • User Reports: view and download detailed reports of users in your account; including logins, remote access sessions, permissions and active status Computer Reports: view and download detailed reports of computers in your account; including subscription types, expiration dates, active status and deployment links distributed to remote computers Download reports in Excel format, for a date range that you specify

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