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Connecting with SDL Support: Moving from LogMeIn Rescue to LogMeIn Resolve

What's changing about remote support sessions, and how to connect on your next call as of July 2026.

Last updated: July 2026 

In this article:

We are updating the tool we use to provide remote support, moving from LogMeIn Rescue to LogMeIn Resolve. This article covers what changes for you, what changes for your IT department, and how to connect with a technician on your next support call.

What's Changing

Three things change as part of this update.

  • The website you connect through. When you are on a live call with a technician, you will no longer go to logmein123.com. Instead, you will be directed to helpdesk.me (or helpdesk.me/end-user-support).
  • The "LogMeIn PIN Code" button in GeoClient. This button still points to the old site for now. We are working on updating it to point to the new site automatically, and we will let you know once that update is live.
  • The Online Support Icon. Some of you use this icon on your desktop to connect with us. It is being retired as part of this upgrade. Use helpdesk.me going forward instead.

Heads up: The GeoClient PIN Code button has not been updated yet, so it still opens the old LogMeIn Rescue site. Until we notify you that the button has been updated, go to helpdesk.me directly for any support session rather than clicking the button.

Step 1: Open a support case

Call in or open a support case and get on the line with an SDL technician, the same way you always have. This part of the process has not changed.

Step 2: Get your PIN

Your technician will generate a unique, secure, one-time PIN for your session.

Step 3: Connect at helpdesk.me

Go to helpdesk.me (or click the updated button in GeoClient, once it is live), enter the PIN, and click connect.

For End Users

Action required: none. There is nothing you need to do to prepare. Bookmark or pin helpdesk.me for easy access on your next call.

If you have the Online Support Icon on your desktop, you are welcome to uninstall it whenever convenient. This is not urgent and not required, but it is a good opportunity to clean up a program you will no longer need. If you have trouble removing it, reach out to your IT department for assistance.

For IT Departments

Action required: none. Nothing is required on your end, but a couple of things are worth knowing.

  • If your network previously required whitelisting logmein123.com, you may want to whitelist helpdesk.me as well.
  • For On-Premises clients, we will be installing a new connection method on your server as part of this same transition. This will be handled entirely on our side.

Troubleshooting

The GeoClient PIN Code button takes me to the old site. That is expected for now. The button has not been updated yet. Go to helpdesk.me directly and enter the PIN your technician gives you.

My network is blocking helpdesk.me. Your IT department may need to whitelist helpdesk.me the same way logmein123.com was whitelisted previously.

I am not sure whether to remove the Online Support Icon. You do not need to. It is safe to leave it on your desktop. Removing it is optional cleanup, not a requirement.

I am still having trouble. Email support@getsdl.com and we will walk through it with you