Unattended Access Failing – Connecting Then Drops

Question

We have about 100 devices we've deployed the unattended MSI to via Intune. It's been working fine since last year but as of late we are unable to log into the majority of the devices. A mixture of 22H2/23h2 (Zoom Rooms) devices. Still looking into the details (Windows updates have been paused on these devices but seeing if perhaps manual updates have been performed by one of our teams). MSI is 7.5.2 1119.0. They show in the LogMeIn rescue technician console, are online, and functional, and we can authenticate (and Intune reporting indicates the software is still installed on these devices), but after authentication it says connecting for about 20 seconds and then disappears. Happening to all of us, and on most of the deployed to devices.

Is there an optimal way to identify root cause here? I'm waiting on our onsite team to validate connectivity, restart the devices, verify no recent updates, validate what firewall we're using on these devices/any changes to Forcepoint or CrowdStrike, etc., but just curious if there might be something I'm missing in the meantime. For what it's worth I installed on one of my test devices, it didn't work initially, but subsequently it did (unsure if this coincided with a message I saw "This session has expired and can no longer be used, to start a new session this applet must be downloaded again" from the host device after the initial attempt. I closed this message and then attempted remoting in again and then it worked, however is consistently doesn't work on the other devices.

I also see that a new version of the MSI via the admin center unattended install. I've packaged it and plan on testing the new version to determine if this remediates but only want to do that if necessary. Any requirements/logs/etc. I should be homing in on, here?

Any help is appreciated!

kateg · Answer

Hi gladdin, Welcome to the Community.&nbsp;
The steps you mentioned could all affect your connection. You could also check the following:

Unless your computers are on different networks, have you tested your connection from alternate networks to see if it's a local network issue?
You can&nbsp;switch on debugging and then try some connections to see if anything useful is captured.
If you don't see anything obvious, you can call customer support with someone at one of the affected computers and they will be able to test it.&nbsp;

gladdin · Answer

Same network, large org. Unsure if I can check off network as that's likely locked down.

I can give debugging a shot.

I've noticed on my test host computer what happens is the following:

I'll initiate the connection and get the connecting message from the connecting device for about 30 seconds, then it disappears. I then can no longer connect to the host (greyed out) and on the host computer it says "this session has expired and can no longer be used. To start a new session this applet must be downloaded again" (on 100 plus computers presumably this is happening). If I close LogMeIn, re-load it, and reconnect to that same computer, I can then connect successfully. So on a second attempt (in whatever time frame) I can successfully connect.

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Unattended Access Failing – Connecting Then Drops

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Unattended Access Failing – Connecting Then Drops