LogMeIn AntiVirus Not Being Detected

I think our organization is just going to completely uninstall LMI AV from every computer and look into a different AV solution. However, we will only move forward with that if I can get a discount on the already high price I'm paying because of the lack of support of a feature that they provide, and I'm paying for, but can't use.

Hard to believe there is no official statement from support on this at all. It's just a broken product now at this point that isn't functional.

Nothing but crickets from LogMeIn support on this issue.

I haven't heard anything back from my original support request that I submitted early last week. 

Still no update from LMI Support?

Another lengthy fix is to uninstall LMI AV, reboot, then push the install out from the Dashboard. I just got done testing this and it does work.

The quickest fix is still deleting the client from the dashboard, connecting in remotely to the client via a non-LMI remote alternate, and rejoining the client by re-entering credentials in the LMI GUI on the client machine.

Has LogMeIn given any indication that they found the cause of this problem so that it doesn't happen again? I wouldn't want to get this resolved only to have it break again in a week or two.

ATTENTION LOGMEIN SUPPORT:

We need further advice. This solution you have provided to all of us is still not working. We have wasted countless hours trying to get our client status back to green and it's a 50/50 solution which is not acceptable. We still don't know what caused this problem on your side. We don't have time to sit on the phone for hours with your support to get zero answers. You need to step up and help your clients. We are paying for this solution and can't actively monitor it as we are supposed to. Please help.

Hi,

Just call back this morning LMI support, they are still under investigation. As I did not have O2M, I have requested to have it temporarly (2 weeks) in order to run the command net stop logmein & net start logmein for all of my laptops. This way I will save a lot of time and energy.  And then I  need to renstall again the antivirus from the portal. 

This process is very hit or miss. We still have a ton of agents showing a bad status for AV. Because it's only a cosmetic issue, it seems like LMI support doesn't find this a priority. However, it makes it very difficult to tell which machines are clean and which might have an virus alert.

I'm not sure what else to do at this point other than just keep banging my head against the wall with the steps we've figured out thus far. Support has not gotten back to me in 4 days and I don't have the time to sit on hold for 2 hours at a time.

Is there a command that will delete a client from the LMI Central Dashboard? Is there a command to join the client back to the dashboard without using the GUI? If so, we could make a script to remove the client, rejoin it, and push AV back out through the dashboard. This would automate what I've done manually to fix this on some servers.

The downside to deleting the client from the dashboard is the client losing LMI remote control capability. I've been using RDP to reconnect via the client GUI. However, RDP is not an option for all of our clients so the fix I did on servers won't work on everything else.

Here's our latest...

Install LMI AV then wait 10+ minutes

Request AV status update wait 10+ minutes

Sometimes works sometimes doesn't

Wait 12+ hours and try again

All machines show LMI AV installed, active, and up-to-date when you log in locally

We're now up to ~75% reporting correctly