Adding new computer to Reach

[DoubleD]

Hi LMI users,

I'm having an issue installing LMI Reach onto some PC's. Never had this issue before and it's only recently been happening.

After adding a new computer and selecting to deploy LMI IT Reach on a remote computer, i get the link that is supposed to be emailed to the user that's to be added.

I used to always have the user go through a very basic install, by simply pressing next a few times, ticking a checkbox and only once having to name the computer.

However, recently, with the last two users i have sent the link to, they are getting different options and results. Once the software downloads, it goes though a coupel of steps and then there is a window asking for LMI account details.

eg:

" To install LMI on this machine, please enter your LMI account information, select a product type and click Next."

It then proceeds to ask for the Email address and password of the account as well as radio buttons of the 3 install options of Reach, Free or Pro. This is strange as i thought my user had done something wrong during install. So i proceeded to put my email and password and when i clicked next i would get:
 

"the following error has occurred while registering with LogMeIn.com:

A connection with the server could not be established

This problem may be due to a proxy server on your network that LMI installer could not detect automatically.

Would you like to configure your proxy settings now?"

 
This is strange as first of all, i've installed reach on several PC's and not a single one had this message nor did it have the email address and password option, and secondly because i just had this message come up on two users today that i was trying to install, both of them being at different locations.

This is indeed frustrating, and disconcerting if i have to guide pc illiterate users though how to set up proxies.
 
Can someone please shed some light on the subject?

[DoubleD]

OK, the above problem happened on a couple of PC's yesturday. Today i went to test it on a local PC that hadden't been setup with LMI yet, and it worked as it should - meaining not asking for an email and password with just a basic series of next and ok clicks from the remote user.

Anyone else ever experienced this email and password queriy during a remote install ending with the proxy error?

Please help!

[DoubleD]

For those of you that are interested, I've submitted a support ticket and I got a lightning fast response as follows:

"Logmein will pull proxy settings from Internet Explorer.  If they are using an automatic configuration script or if the proxy requires logon credentials, then the customer will need to input this information.  There is no way around this, as the proxy will not give the program access to the internet without that information."

Now, I've tried checking IE under tools>internet options>connections>LAN settings>
None of the checkboxes were ticked. I also disabled the virus scanner and lowered the security settings in IE to low. 

What do I need to do here?

[KGHalbe]

I am sure gald that LMI answered you because I didn't have any answer to give you !

I am not sure that there is any setting in IE that you can change to make it work the way you want.  I don't think it is something that is meant for you to have control over.  Depending on the proxy server on each individual machine, the installation program asks the questions it needs for that particular installation.

Maybe I am wrong, and someone else may have an idea or suggestion for you.

Thanks for giving us the reply from LMI, as it may help others in the future.

[DoubleD]

Well, i'm sure the end user should not have control over the type of product being installed or have to bother with entering the account email and password.

It's a strange one as i've said before, i've installed it the same way on several other end user PC's with zero fault and these two started giving me issues in the same day! What are the odds!

The LMI response was quick but not clear on what i should do. If anyone knows what i might be able to try, your info would be much appreciated.

[Tommy Jordan]

I've had this happen from time to time too. I've been able to narrow it down to the fact that it seems only to happen on machines where either the user goofed the install and we're having to reinstall it, cancel the install, or other related issue. In other words, it only seems to happen when the initial installation gets botched somewhere in the process.

If they reinstall using the same link, the same problem happens.

If I send them a new link, it installs fine.

It's not IE dependent by the way.

[DoubleD]

Thanks TJ,

I've been trying to resolve this with LMI support but still havent been able to diagnose the problem. However, trying a new link is something i will try now. I have had the end user try to reinstall using the same link but never thought of resending a new link.

Here is the last message i got from support which still didn't work for me but may work for someone else that is experiencing the same issue.

"If you're unable to install LogMeIn, then I would suggest that you try a command line installation.

Download the zip file https://secure.logmein.com/logmein.zip and extract the files to c:\LMI.

To open the Command Prompt:

In Windows 2000 or XP

Go to Start > Run and type cmd, then hit Ok or press Enter

In Windows Vista

Go to the Start Menu, and in the Instant Search bar type cmd, right click on the top result, and click run as Administrator.

  
To install LogMeIn:

In a 32-bit Operating System, or in Windows 2000:

Type cd c:\lmi\x86 and hit Enter

Now Type logmein install and hit Enter

In a 64-bit Operating system:

Type cd c:\lmi\x64 and hit Enter

Now Type logmein install and hit Enter

You will then receive a message that install was successful.  Close the command prompt window and click "Open LogMeIn" on the message that appears, and follow the steps to assign the computer to your LogMeIn account.  If this doesn't help, then please call our support department from the PC, 800-993-1790, as this may be too difficult to resolve via e-mail."

Just adding, this didn't work for me.

[DoubleD]

TJ, your solution worked on one of the PC's. Now to try it with the other PC. Thanks for the tip.

LMI Support will be sending you a cheque in the mail.

[DoubleD]

Ok, so the solution TJ provided worked on one PC, but when i tried it again on the other it still doesn't work. So i attempted the doing the command line installation again and this time i got a little further.

I received the message that install was successful, however when i clicked the "open LMI" link, put in my account details, it presented the following error:

"Error (webligin): No connection could be made because the target machine actively refused it. (10061)"

How rude. *crossing target machine off Christmas card list* 

Can anyone help with this? 

[Tommy Jordan]

God I haven't been called TJ since I was a kid. I thought my mother was on this forum for a moment.. sheesh.

In all seriousness, glad it could help a little.

I've never had the No Connection could me made......  error during an install. Sounds like more of a TARFU glitch than anythign else.

Let us know how you get it resolved on this PC.