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The backlash became vicious, in multiple forum threads.
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It’s impossible to make sense of the version lineup but one thing became clear: the effect was going to be another huge price hike, and there weren’t going to be any more free installs of LogMeIn. Then in January LogMeIn came up with new versions of LogMeIn Central, separating it into three different tiers. Last year it increased the price without any notice, hitting company credit cards for twice or three times or five times as much as before. Recently, though, LogMeIn decided to change the rules for LogMeIn Central. I’ve had LogMeIn running on hundreds of computers.
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There was an important perk: through LogMeIn Central I could install unlimited copies of LogMeIn for free on client computers, even after the standalone version of LogMeIn Free was discontinued. I paid a few hundred dollars a year to get a dashboard listing all of the LogMeIn installs on my account. LogMeIn Central is a service that companies and IT pros can use to manage many copies of LogMeIn.
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The other well-known service, GoToMyPC, is also expensive, more than twice as much as LogMeIn Pro: a license for for GoToMyPC is $115/year per computer. (Theoretically it is a lifetime license but Teamviewer has a nasty habit of demanding additional fees for new versions.) At that point it stops working and your only option is to buy a license for $749 for one computer. TeamViewer has a free version that is losing features fast and is increasingly difficult to use without being cut off by an arbitrary declaration that you are using it for “commercial” purposes. Many of the other remote control program vendors are doing the same thing. If you need it, $99/year for LogMeIn Pro is not unreasonable. LogMeIn went through a firestorm of criticism when it ended the free version but that was to be expected. LogMeIn Pro is $99/year for two computers. It discontinued the free version of LogMeIn more than a year ago. LogMeIn is in the middle of an elaborate retrenching to eliminate millions of free accounts and increase the prices charged for its paid products. (It’s great when it works, but it’s hit or miss.) Other Pro features are seldom-used gimmicks better done with other products – sharing large files, or streaming high quality audio and video, for example. One feature of the Pro version is genuinely important to some people – the ability to print from the remote computer to your local printer.
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Millions of people used the free program but not enough could be tempted to pay for the Pro version. Numbers aren’t available but LogMeIn was apparently the victim of its own success.
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The business plan made sense: give away a free service and try to entice a reasonable number of people to upgrade to the paid version, LogMeIn Pro, with premium features. LogMeIn was not the first or only company to offer a remote access program, but it became the market leader when it began to give away LogMeIn for free. The technology improved over the years (as did Internet speeds) and LogMeIn sessions now are speedy and responsive, with very little lag as you move the mouse and work in programs. When you sit down at another computer and log in at LogMeIn’s website, you can connect to the remote computer and see the screen as if you’re sitting there. LogMeIn’s primary product is a remote access program installed on Windows and Mac computers, allowing them to be accessed from remote computers and mobile devices. It’s a story that’s mostly about money but also involves some annoying company practices.
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You don’t have to follow my lead (although I might tempt you to switch to a different remote access program), but let me give you some background about why I think LogMeIn is on the wrong track. It also provides top-rated tools for enterprises and IT professionals, including LogMeIn Rescue, the support tool that I’ve used for years to start remote sessions on client computers. LogMeIn is the highly regarded company that makes the best known remote access program in the world.