Forum Discussion

Tkanger's avatar
Tkanger
New Member
2 years ago

Systems are starting to fail (LogMeIn Guardian has detected a problem with the LogMeln software)

Recently we have had a rash of our systems starting to fail with the error message: LogMeln Guardian has detected a problem with the LogMeln software installed on this machine. Once the error occurs...
  • GlennD's avatar
    GlennD
    2 years ago

    Hi Tkanger, welcome to the community.

     

    I apologize for the frustration, there was an issue identified with the latest version yesterday. We are asking affected customers to uninstall, reboot and then install this older version.

     

KateG's avatar
KateG
GoTo Manager

Hi EricDorothy welcome to the GoTo Community. 

 

The issue was specific to a new build 15224 that was released and the symptoms were the computers that installed this version appeared offline. 

EricDorothy's avatar
EricDorothy
Active Contributor
2 years ago

I did see that, but I've also noticed that it seems to be filling up the hard drive of the machine that it's on as well.  Can you confirm this behavior?  If so, what is the cause of this run away behavior?

  • KateG's avatar
    KateG
    GoTo Manager
    2 years ago

    EricDorothy I don't have further insight into the root cause, however filling up the hard drive was not reported as a symptom.

     

    If you are still running the old version, you should reach out to customer support who can assist with downgrading to the previous version. 

    • EricDorothy's avatar
      EricDorothy
      Active Contributor
      2 years ago

      Some of our field technicians have reported that the drive was fulling up until he opted to not send report and clear the popup, and he could see the drive space freeing up as he refreshed the File Explorer and watched C: drive contents.  LogMeIn was still running in the background so seems to be the LogMeIn Guardian service.
      It seems that while that dialog is presenting, it is filling up the drive space with error logs.

      • KateG's avatar
        KateG
        GoTo Manager
        2 years ago

        EricDorothy I appreciate the additional information and was able to get some more context around the situation. 

         

        The hard drive started filling up because LMIGuardian generates dump files when the LogMeIn service crashes.

         

        These files are stored in the C:\ProgramData\LogMeIn\Dumps\ folder until either:

        1. They're sent as crash reports to our systems, or
        2. Skips sending the report 

        By default, neither option 1 nor 2 is set, and a dialog prompts you to choose. When the technician selects option 2 (and sets it as the default), LMIGuardian begins skipping and deleting dump files, thereby freeing up storage space.