Need a hand? We're ready to help.
On the phone with one of our engineers? Start a secure, run-once remote session below so we can see your screen and fix things fast. Nothing is installed permanently and you stay in control the whole time.
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Start a remote support session
Only click this while you're on the phone with a Lumen MSP engineer. It downloads a small, run-once app — nothing is installed permanently, it removes itself when we're done, and you stay in control the whole time.
Start your remote session →Different device? Choose yours:
Secure, on-demand remote support · run-once · self-removing
Exactly what will happen
Pick your device to see every step. We've highlighted the one you're on.
- Download. Click Start your remote session above — a small file called
LumenMSP Rescuedownloads. Open it (bottom of your browser, or your Downloads folder). - If Windows shows a blue warning ("Windows protected your PC"), that's normal for a run-once tool. Click More info, then Run anyway.
- A small Lumen window opens and connects to your engineer. You'll see when the session starts, and a marker stays on screen the whole time it's live.
- We fix the problem together while you watch. You can end the session at any moment by closing the window.
- When we're done it closes and removes itself. Nothing stays on your PC.
- Download. Click Start your remote session above — a small installer downloads. Open it from your Downloads.
- If macOS says it's from an unidentified developer, either right-click the file and choose Open, or go to System Settings → Privacy & Security and click Open Anyway.
- Grant two permissions when asked — this is the important bit on a Mac, and Apple requires you to tick them by hand:
- Screen Recording — so we can see your screen.
- Accessibility — so we can move the mouse and type to help.
- Your engineer connects and you'll see the session is live. You stay in control and can stop it at any time.
- When we're done it removes itself. Nothing is left installed.
- Download. Click Start your remote session above — a small agent downloads to your Downloads folder.
- Open a terminal in that folder and run the command your engineer reads out (it looks like
chmod +x ./meshagent && ./meshagent connect). We'll guide you through it on the call. - Approve the connection if your desktop asks — on Wayland you may be prompted to allow screen sharing.
- Your engineer connects and you can watch and stop it at any time.
- When we're done, close the terminal and the agent is gone — nothing is left running.
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.
You can see when we're connected and 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.