Forum Discussion

dw32's avatar
dw32
Active Contributor
2 years ago

Client error when connecting

Is anyone else having an issue with the Logmein Client working one moment and then the next it can no longer connect back to Central?  I can click the button that says "Log Me In", the app then displays Please Wait and then says "An error Occurred. Please contact support."  

 

This is happening on multiple windows machines.  We have tried updating, falling back a version, and even re-installed the Logmein Client.  The re-installation works for awhile, but eventually goes back to saying an error occurred.  I have tried it on machines inside and outside the office firewall, even though it says all traffic is being allowed.  Windows Firewall is also disabled on all machines. 

 

I have already opened a ticket with support on June 9th, and we are still having this issue. 

  • dw32's avatar
    dw32
    2 years ago

    I read through another post on the community forum, this is not a one-off issue.  
    The link to the work-around below got us close but with a slight edit to resolve the problem. 
    https://community.logmein.com/t5/Central-Discussions/Logmein-Client-An-error-Occurred/m-p/304799/highlight/true#M9019

    1. Open LogMeIn Client 

    2. Select View > Options 

    3. Click 'Delete all stored login credentials' 
    4. Uncheck 'Close to system tray' - this makes it easier, so you don't have to exit from the system tray

    5. Click OK 

    6. Select File > Exit 

    Make sure it is not still open in the system tray 

    7. Now re-open the LogMeInClient application 
    8. Login with your credentials 
    9. Uncheck 'I trust this device. Keep me logged in.' - this is what breaks the application 

    10. Click Login 

     

     

     

     

     

     

     

     

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi dw32, welcome to the community.

     

    I checked the status of your support ticket and see that you provided some log files today, so hopefully those will give a clue as to what is going on.

     

    • dw32's avatar
      dw32
      Active Contributor
      2 years ago

      Hello -

      We are still waiting on a resolution to this issue.  We are experiencing a degradation of service from Logmein Central. 


      Can we get an update on the scope of the issue? 

      Are there multiple LMI Central clients reporting this issue, or are we a one-off case? 

      What level of support has reviewed this issue so far? 

       

      Thanks

      • GlennD's avatar
        GlennD
        GoTo Manager
        2 years ago

        Hi dw32,

         

        I have reviewed your ticket and it does appear to be a one-off case at this time. The ticket was assigned to our senior support team and I have let them know you are looking for an update.