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Forum Discussion

oscarwingartz's avatar
oscarwingartz
New Contributor
4 years ago

AV wrong reporting

Hello, why is there a difference in the reporting of the AV : There are several machines in this way Also there are reports of 3 AV installed: Defender is disabled since Apex One is the ...
oscarwingartz's avatar
oscarwingartz
New Contributor
4 years ago

No one, not even an idea from LogMe In?

GlennD's avatar
GlennD
GoTo Manager
4 years ago

Hi oscarwingartz, welcome to the community.

 

Can you please gather some debug log files for us to review?

 

  1. Login to the Central web application at https://secure.logmein.com/central/central.aspx
  2. Click on the Computers menu.
  3. Click on the "house" icon to the right of the computer you wish to enable and login to the computer using your admin credentials to see the dashboard. (Must be in Tile view.)
  4. Using the Central Dashboard select Preferences -> Advanced
  5. In the EventLogs section check the box labeled "Enable debug-level logging" and if desired change the location of the event logs.
  6. Click "Apply" at the bottom of the window to make your changes effective.
  7. Later after logs have been generated come back into the Preferences section. Click on View Files button to see to log files. 
  8. Scroll to the bottom of the list and click on "Download all logs in one compressed file". This .zip file, named, <Computer_Name>_<install_dir>.zip (ie."W7_BC1001_C__ProgramData_LogMeIn.zip") will be placed into the your download directory.

 

  • GlennD's avatar
    GlennD
    GoTo Manager
    4 years ago

    I would give it a few hours and then see what has been generated.

     

    • HappyHippo's avatar
      HappyHippo
      Contributor
      3 years ago

      Do you have any update on this? We are getting the same issue with the AV detection. It doesn't even detect what is installed on a lot of our devices. The only resolution is to replace libraries within the LMI folder or reinstall LMI. Looks like a corrupted install on random devices (a lot of them). Can we not have a repair feature that will check file integrity and repair as required, rather than me having to go to each machine and reinstall? Thank you.

  • oscarwingartz's avatar
    oscarwingartz
    New Contributor
    4 years ago

    ok done how much time will the reports gather? a couple hours or like 3 days??