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Receive Remote Assistance Support from Microsoft - LogMeIn Rescue

Anonymous
2018-05-13T23:09:59+00:00

Microsoft Support - reached via the support phone number 800-642-7676 - directed me to support.microsoft.com/help and requested to make a remote connection using LogMeIn Rescue (to help with a Windows 10 re-activation). While the page appears to be in the legitimate Microsoft domain, I can find no further official documentation or statement that this is a legitimate request by a Microsoft technician. But there appear to be many cases of LogMeIn being used in technical support scams.

Before agreeing to this, does Microsoft indeed use LogMeIn Rescue for remote support? Are such connections secure? If so, would it be possible for Microsoft to provide some further documentation that service technicians do use this method?

Windows for home | Windows 10 | Security and privacy

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  1. Greg Carmack 24,770 Reputation points Volunteer Moderator
    2018-05-13T23:17:58+00:00

    Hi dweagle. I'm Greg, an installation specialist and 8 year Windows MVP, here to help you.

    Since you've come to a site where we have actual experts rather than Support agents who work from scripts, perhaps we could help you so you don't need to worry about calling the wrong number. But if in doubt you can reach Support from this list of official Customer Service numbers: https://support.microsoft.com/en-us/help/405170....

    What is the exact problem you're having with activaiton? How was Windows 10 originally activated? How did it come to be deactivated, by reinstall or any other change made? What is the Status and Edition showing at Settings > Update & Security > Activation. Have you run the Troubleshooter there?

    I hope this helps. Feel free to ask back any questions and let us know how it goes. I will keep working with you until it's resolved.

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  1. Greg Carmack 24,770 Reputation points Volunteer Moderator
    2018-05-13T23:51:09+00:00

    Yes it's legitimate so feel free to call back to get help if you want.

    But if the lUpgrade was premised on a Windows install that came with the PC then be aware that Factory OEM licenses die with the first motherboard installed upon, and the Upgrade inherits that restriction.

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  2. Anonymous
    2018-05-13T23:35:10+00:00

    Hi Greg -

    Thanks for your note! The issue is re-activating after making a hardware change (replacing a faulty mainboard). Unfortunately, the Activation Troubleshooter is unable to resolve the problem, and it directed me to contact support. The Virtual Assistant was then unable to resolve the issue, and directed me to contact the customer support number (which is indeed the US toll-free customer support number). The automated agent on the phone was unable to resolve the issue, which is how I ended up speaking with a human tech in a Microsoft call center!

    Always nice to get a person on the phone, but I'm not used to getting remote access requests via third-party software like LogMeIn. A different support agent reached later via the support phone number also stated that LogMeIn is 'Microsoft certified software', but if this is the case, it is not readily or clearly stated on the Microsoft website.

    Anyway, I believe I need to speak with someone at Microsoft to sort out activation, but want to know if the LogMeIn remote access request is a legitimate process.

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