Forum Discussion

JST2's avatar
JST2
New Contributor
3 years ago

connection to the remote computer has been lost

Hi Connection is disconnected upon verify identity. We have a few hundreds pc's connected to central and recently we are getting this issue when using the client app. these are Windws 10 x86 and x6...
Problem
  • CS_Desk's avatar
    CS_Desk
    3 years ago

    Hi all, 

    "In order to maintain the highest security standards and promote security practices, LogMeIn no longer support TLS 1.0 and 1.1 communication protocols when establishing session connections. TLS 1.2 is now the lowest supported version." - From Rescue's support page 


    I wonder if your connectivity issue has to do with the statement above. Can you please check if this is the issue you're having? What are the session logs telling you?  You can usually find them at: C:\ProgramData\LogMeIn.

techuser's avatar
techuser
Active Contributor

I actually replied to this thread several days ago with relevant information and troubleshooting, but either my post got deleted or it failed to post. (Possibly because I criticized LogMeIn technical support? They continue to fail to respond to our open ticket going on almost two weeks now. Incredibly frustrating as a paid Central subscriber for nearly 10 years... bummer.)

 

Long story short, TLS 1.2 did not appear to be an issue our environment.

 

Ultimately, uninstalling LogMeIn on the problematic PC, rebooting, and reinstalling LogMeIn fixed the issue for us. This is unfortunate as a handful of the devices in question are going to be very difficult to physically reach to perform this work and aren't currently connected to any sort of VPN for alternative fixes.

techuser's avatar
techuser
Active Contributor
3 years ago

Updating to note that we "repaired" 3 more instances of this by fully uninstalling, rebooting, and then reinstalling the LogMeIn client on the affected devices. We installed VNC, made the necessary firewall changes, and were able to set up a temporary VPN. It's still nerve-wracking to do this process, but so far for us it's worked. 

  • CS_HelpDesk's avatar
    CS_HelpDesk
    GoTo Contributor
    3 years ago

    Can I have the case number you had opened with support?

    • techuser's avatar
      techuser
      Active Contributor
      3 years ago

      Support did a faceplant on case number 17005752, which we opened originally on March 14. 

       

      First human reply from GoTo was March 17, some initial, though unhelpful, back and forth followed, often requiring additional clarity. The last contact we received from GoTo suport was April 8, where we attempted to schedule a support call for Apr 11 and 12. We repeatedly attempted to reach GoTo Support during the remainder of April and early May, finally receiving a reply from GoTo on May 10 (!!!) only to request. 

       

      Sorry to go off the rails here, but for the amount we (and everybody else) pays, it was an astonishingly poor performance.