Mac Systems cannot be connected to... and more...

[pSyToR]

Seems that for many people it has been a problem in the last weeks/Months...

When the system hasn't been connected for a long time on the LMI list of "My Computers" you can see your computer, ready to be connected.

Once  you click on "Remote Control" it goes to the "blue login page" enter your crendentials... From there 2 scenario can happen

1 - The desktop will appear properly but after a while you will be disconnected and can't reconnect

2 - You will go in a waiting screen... and it will just go forever... Until a certain time out occurs and you will get a message from your browser mentionning that the connection has been reset

After that you won't be able to connect... You will go back to "My Computer" what you will see is that it's actually "in session" you will try to "Remote Control" and it will just give you the same has the second scenario... for hours I tried over and over again... And it just keep saying that it's with an online session right now and nothing happens...

LMI Support if you could at least give us an update... Or Steps to what we should do to give you the proper information to get this fixed ASAP...

Here we have some Mac users but seems that some Windows also have the same kind of problem :

Constant Disconnects

Can't connect to logmein

Exact same problem no confirmation mac or Windows but 1 more Can't Connect to computer

At first I was looking only for MAC but seems that some windows computer have the same problems :

Nothing Happens When I Try to Connect

Since we're talking about MAC... While Browsing around the board I also found a lot of people talking about the July update... And that a lot of things seems to be "broken" since then for example LogMeIn not actually loading properly and switching to ON :

Lion-Can-t-Turn-On

In the same line of idea :

Lion Offline After Reboot

There seem to be a lot of bugs with MAC... (and windows...) Maybe we're due for an update on the situation ? Maybe a new build ? Are you working on a solution ?

Thanks for you help

[pSyToR]

Good day everyone...

Update... I tried reinstalling LogMeIn this morning... It worked for a while but then ... again... the same problem came back...

I'm trying to open a ticket with LogMeIn... If you guys can provide me with some information on your side maybe we can all bundle in with LogMeIn to help them fix the MAC Issue

Answer from LMI for what we need :

Please send us a few logs from the Mac in question so we can more effectively troubleshoot your issue.

Console Log

Please reboot the Mac and reproduce the problem. Next, go to Applications/Utilities/ and run Console.  From the Console file menu, please save a copy of the console log.

LogMeIn Program Log

Please navigate to Macintosh HD/Library/Application Support/LogMeIn/logs. Copy the file named logmein.log.

Crash Log

If there was any kind of software error, a crash log will be created in Macintosh HD/Library/Logs/ CrashReporter. Any logs beginning with either LogMeIn or LMIGuiAgent will be useful.

Traceroute

We'll need a traceroute back to our website. You can get this from the Network Utility, which is found in Applications/Utilities. Open Network Utility, click the Traceroute tab, and enter  secure.logmein.com  as the address. Copy and paste the results into a text file.

We'll see if we can give them the details of what's happening

[pSyToR]

Well ... It seems ... I'm pretty disappointed by the LogMeIn support...

Here is the history of the emails...

1 - I opened the call with the following details :

Hi,

First please see this :

/t5/Free/Mac-Systems-cannot-be-connected-to-and-more/td-p/73565

I am not the only one having the issue... And there seem to be quite a lot of issues since July with LogMeIn and Mac...

When the system hasn't been connected for a long time on the LMI list of "My Computers" you can see your computer, ready to be connected.

Once you click on "Remote Control" it goes to the "blue login page" enter your crendentials... From there 2 scenario can happen

1 - The desktop will appear properly but after a while you will be disconnected and can't reconnect

2 - You will go in a waiting screen... and it will just go forever... Until a certain time out occurs and you will get a message from your browser mentionning that the connection has been reset

After that you won't be able to connect... You will go back to "My Computer" what you will see is that it's actually "in session" you will try to "Remote Control" and it will just give you the same has the second scenario... for hours I tried over and over again... And it just keep saying that it's with an online session right now and nothing happens...

Provide me with what kind of information I can provide you with and I will gladly help you fix that problem I am myself a Network Administrator so technical doesn't scare me

So I received the one and only reply that made sense from Heather...

Hello Sylvain,

Thank you for contacting LogMeIn.

Please send us a few logs from the Mac in question so we can more effectively troubleshoot your issue.

Console Log

Please reboot the Mac and reproduce the problem. Next, go to Applications/Utilities/ and run Console.  From the Console file menu, please save a copy of the console log.

LogMeIn Program Log

Please navigate to Macintosh HD/Library/Application Support/LogMeIn/logs. Copy the file named logmein.log.

Crash Log

If there was any kind of software error, a crash log will be created in Macintosh HD/Library/Logs/ CrashReporter. Any logs beginning with either LogMeIn or LMIGuiAgent will be useful.

Traceroute

We'll need a traceroute back to our website. You can get this from the Network Utility, which is found in Applications/Utilities. Open Network Utility, click the Traceroute tab, and enter  secure.logmein.com  as the address. Copy and paste the results into a text file.

Once I did my first test and I saw that it failed I sent back an email with some informations saying that I would send the logs as soon as I go back home...

The answer I got... Made me... Well see for yourself...

Hello ,

Thank you for contacting LogMeIn.

If you are having issues controlling a host computer after installing the Mac plugin, please try reinstalling the remote control plugin.

1. Click on Go in the Finder bar.
2. Click Applications.
3. Open the LogMeIn folder.
4. Double click on the LogMeInPluginUninstaller.
5. Click Uninstall.
6. Use the Safari browser to connect to the host computer.
7. Click the appropriate button to download the Mac plugin.

Tip:

We have created a how-to video covering the installation of the Mac Remote Control plugin.  Please see the following link:  http://bit.ly/c2f2Fx

The plugin is written for both Safari and Firefox, so you should be able to connect just fine with either one of them.  If you are still having trouble with the plugin after this, remove the plugin again and choose to skip installation when you connect to your host computer.  It will default to the Java remote control method.

Euhhhhhhh... W T F ??? The Pluging to take control ??? Did he take time to read the whole thread of email... WORST... FREAKIN' PART... He actually opened a new ticket ... and so they closed it after...

So I finally sent them the logs... Email was with all the details (I'll skip the TraceRoute and everything...) but in the email it was clearly mentionned...

The LogMeIn log is dated of the 22nd of December cause it was the last date I had the problem. If you look at the log it was a new installation from that morning...

And here is the answer I got..........

Hello Sylvain,

Thank you for contacting LogMeIn.

If you have not done so yet, please remove LogMeIn and then reinstall it. You will need to reboot between these steps. Then, see if the error persists, and if so, send the new logs for comparative purposes. This is to rule out an issue that appears to be related to a corrupt installation, perhaps caused by an update that did not process completely.

So... I think it will be my last email... No help... And just stupidity coming out of the emails... I will just answer that they are... incompetent... Sad but I'm going to try some other software....