How to remotely connect to Premium Customer Service
You can get remote premium customer service using the LogMeIn Rescue Applet. To get the link for downloading the applet, use one of the three ways:
Through the Kaspersky application
Open the main application window. Go to the Identity section, proceed to the Premium Support Services block and click Live chat.
Through My Kaspersky
Sign in to My Kaspersky. Open the Identity tab, go to the Premium Support Services block and click Live chat.
From a Kaspersky Customer Service specialist
You can also get the link from the order confirmation you received via email or from a Kaspersky Customer Service specialist during handling your request.
How to remotely connect to Premium Customer Service
To connect to Premium Customer Service remotely, follow the steps:
- Follow the link to the LogMeIn website that you can get using one of the ways above. When the website opens, wait for a few seconds: the applet will download automatically. If the download does not start, click Try again:
If a pop-up window appears warning that the file cannot be verified and the download is blocked, open this message and click Download unverified file:
- Run the applet file. Please read through the Kaspersky Terms and Conditions and click Accept:
- The session will start as soon as a Customer Service specialist accepts the remote connection. The chat window indicates that the session is currently running. You can chat with the support engineer once the support session is established.
- The Customer Service engineer will send a request to see your screen and control your PC. Click OK to proceed:
- You may also see a different request that prompts you to elevate the session. Click OK to proceed:
- In the window that opens, click Yes:
The remote session will be established. If the remote session unexpectedly disconnects, repeat the same connection method which you originally used to reconnect with the Customer Service representative.
What to do if you experience problems
If you have problems connecting remotely, contact Kaspersky Customer Service.