Need a hand? We're ready to help.
On the phone with one of our engineers? Download the small app below, read them the ID it shows, and we can see your screen and fix things fast. Nothing is installed and you stay in control the whole time.
Support line — support calls only
Helpdesk Mon–Fri 08:00–18:00 · 24/7 cover for managed clients · General enquiries Mon–Fri 09:00–17:00: 0333 335 5157
Start a remote support session
Download Lumen Rescue and open it. It shows a 9-digit ID — read that to your engineer and they'll ask to connect. If you haven't spoken to anyone yet, call us first on 0333 335 0170.
Open the downloaded file, read the ID to your engineer, and click Allow when their name appears.
Exactly what will happen
No surprises. Here is every step, start to finish.
- Download. A single file called
LumenRescue.exesaves to your Downloads. Open it. - Windows will probably warn you — a blue "Windows protected your PC" box, or a note in your browser that the file isn't commonly downloaded. That is Windows being careful about a file it hasn't seen often, not a sign anything is wrong. Click More info, then Run anyway. Your engineer will talk you through it, and the file is signed by Lumen IT Solutions Limited — you can check that name in the prompt.
- A small Lumen window opens and shows your ID — nine digits. Read them to your engineer.
- Your engineer's name appears and the window asks your permission. Only click Allow if you're on the phone with that person right now. Nothing happens until you do.
- Your engineer connects. A bar stays on screen the whole time the session is live, so you always know when we're connected. You can end it at any moment.
- If you get cut off, leave the window open — your engineer can ask to reconnect and you just click Allow again. No second download.
- When we're done, close the window. The file removes itself. Nothing is installed and nothing is left behind on your PC.
- Download. A single file saves to your Downloads — no package, no repository, nothing installed.
- Make it runnable and start it, from a terminal in that folder:
chmod +x ./lumen-rescue-* && ./lumen-rescue-*
Your engineer will read this out if you'd rather not type it. - It shows your ID — nine digits. Read them to your engineer.
- A box asks your permission when your engineer wants to connect, with their name on it. Click Allow — or, if your desktop has no pop-up, answer y in the terminal. Nothing is shared until you do.
- Your engineer connects. On a standard X11 desktop they can see the screen and use the mouse and keyboard. On Wayland, or on a server with no desktop, they get a terminal instead — which is usually what's wanted on Linux anyway.
- You can talk to them in the same window — type a message and press Enter. Handy for anything awkward to read out.
- Press Ctrl+C when you're done. The file deletes itself. Nothing was installed and nothing is left running.
- Give us a call on 0333 335 0170. Lumen Rescue doesn't run on macOS yet, so we'll connect to your Mac another way.
- If you're a managed customer, your machine may already be set up for us to connect to — in most cases we can help without you doing anything at all.
- Either way, you'll be asked to approve it before anyone sees your screen, and you can stop the session whenever you like.
It only runs while you're being helped — there's no permanent software and nothing starts on its own later.
When the session ends the tool removes itself. It doesn't stay on your machine.
Nothing starts until you click Allow for a named engineer, you can see when we're connected, and you can end the session yourself at any moment.
Not an existing client yet?
If you're looking for IT support for your business, we'd love to talk.