LogMeIn AntiVirus Not Being Detected

The suggested fix does not work for us either. The only way I can get it fixed is to either fully uninstall LMI client and AV then reinstall or delete the client form LogMeIn Central, wait for the LMI Control Panel on the client to prompty me to reconnect it to my account, push AV out again, and wait for a random time until it shows back up properly.

We have not had to restart the PC/reinstall AV to fix this problem.  In fact, when we tried restarting/reinstalling on some clients then waiting 24 hours, the console still showed a problem with AV.  In our experience, the problem eventually resolves itself on its own. 

I agree with everyone else. This is not the ultimate fix. We are seeing 50/50 results with this resolution and that is not acceptable. Can logmein support chime back into our thread with further information?

The behavior I am seeing is that a client will show AV is not installed (even though it is installed).   This started on Tuesday.  We have tried restaring the PCs.  We have tried to redeploy the AV policy.  We have tried to redeploy AV itself.  Nothing helps.  Then, after 24-48 hours, the problem goes away on its own. That is to say, a client's AV status suddenly shows "good" again without any intervention on our part. 

We have found that if a client has been offline for a few days (was powered off Tuesday, but was powered back on, on Thursday, for example), then this process of the AV showing "unable to activate," etc. starts for this client.  So it would seem that ever since Tuesday, when a client "checks in" for the first time, then the console reports that AV is not licensed/activated/not installed and that it takes 24-48 hours or more for the console to correct the AV status of a client.  This happens for every one of our clients.

In terms of a fix for this issue- I really wish Support would provide us with updates.  I agree with others that things like this happen.  We, as customers, just would like regular updates as to the status and resolution of the problem.  If our only option is to wait and wonder when this issue will be addressed, well, this just breeds frustration.

1. Restart LMI or reboot PC.   (Machines will still show Defender as active AV.)

2.  Reinstall LMI.         (Messages state "Could not apply policy".  Machines still show Defender as active AV.)

3.  Request Status Update.   (Machines now show LMI AV as active AV.)

The suggested fix does not appear to work for me, either.   LMI has been restarted or the PCs have been rebooted altogether.   Ran installation for LMI AV again and get the message "Could not apply policy.  Try again later."  Windows Defender still shows as the active AV. 

Glad I didn't use GPO to disable Defender.  Second-guessing my decision to ditch Webroot for this.     

Not to mention they want to more than double your cost your currently paying at each renewal period.

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MaVeN wrote:

Same story here.  900 Endpoints with Windows Update issues and now LMI AV issues and the fix is to manually touch each machine (really?!).

 

To be honest, I am OK with the issue as it can happen to all/any of us.  The problem is:

- lack of communication

- poor support

- no priority to fix

- no real (RMM) solution to fix

- no upgrades to platform for long-term stability

 

I hate to say it, but it may be time to start to look for a new RMM partner and that really stinks.  Unfortunately things are getting worse here, not better.

John

 

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You hit the nail on the head with this one. You can do all the testing in the world on new releases/features, but bugs will appear and exist. Just how software development works. However, it's how those bugs are addressed that makes the difference. Even an acknowledgement by LMI to say that it's a known issue that they are looking into would give us some confidence.

As it stands, this is our last contract with LMI Central. We were on the fence when we signed our last agreement and hoped it would get better. It has not. It's been the same pattern of no communication, slow support, and lack of acknowledgement when there is an issue.

It's sad, because it in the past, their support was top notch. It's gotten progressively worse the longer we've stayed with them. 

All that being said, I'm sending this entire community post to our Account Manager as well as the ticket I submitted to show where my decision comes from when I choose not to renew and I encourage others to do the same. At least those Account Managers will have the information in front of them as to why their customers are leaving.

This is not working for me. When trying to push out a new version of LMI AV, it says Could not apply Policy. Please try again later.

This workaround works perfectly see below (for couple of users it could be useful) but I am waiting for a global solution as I have 700 users to fix. 

One at a time...
Dashboard -> remote control -> computer management -> reboot options -> restart logmein

Tried to call them just now --> give up after 30min on hold :(