Forum Discussion

LukeS's avatar
LukeS
Active Contributor
2 months ago

Trouble logging in to virtual servers running 15702

We have started noticing that we can get to the Ctrl+Alt+Del lock screen of serval servers but cannot pass the saved password or press the key combination to get to the unlock page.

The other functions (remote CMD and remote file explorer) are working just fine and we have rebooted the servers and tried logging in from the web portal with no change.

On some of the servers we have access to other systems on the same network and can RDP to the servers with no trouble so the Windows OS and login process appear to be running just fine.

The only pattern we have seen is that they are all VM's and are all running LMI build 15702.

Any thoughts or help with this?

  • ampgroup's avatar
    ampgroup
    New Member
    2 months ago

    Same here. Thanks to this post I was able to make a workaround.

    Go to link below and download previous version from July.

    Remove 15702 and replace it with this 15576.

    Since my server is in use, I ignored the restart request during the uninstall / reinstall process and had no problem accessing it afterwards.

    https://logmein.en.uptodown.com/windows/download/1018962008

    Hope this helps someone.

    • LukeS's avatar
      LukeS
      Active Contributor
      2 months ago

      We also found a temporary workaround in that if someone on the local network can log in to the VM with a RDP session and restarts the LogMeIn services while the RDP session is active then the new LogMeIn connection will have a "Terminal" option where it can swap to use the RDP terminal and can pass the Ctrl+Alt+Del key as normal.

      (not a real solution but something). 

      • MarkusSTS's avatar
        MarkusSTS
        Active Contributor
        2 months ago

        We are seeing the same. I assume still no solution other than workarounds using other terminal software, and disabling automatic updates.

  • KateG's avatar
    KateG
    GoTo Moderator
    2 months ago

    Hi LukeS

    Welcome to the Community.

    Our team can review this for you, but need further information. I've sent you a PM requesting additional information, please check your messages. Thanks. 

    • LukeS's avatar
      LukeS
      Active Contributor
      2 months ago

      Hi KateG, i received the message but don't see an option to reply to it in the mailbox. I tried to reply to the notification email but that bounced back. 

      After posting to the community we ran into the issue with other systems and eventually contacted support over the phone. They collected a debug log from the system and requested a video of the issue so hopefully a solution is already being worked on via 20753464 

      The issue is impacting virtual systems running Windows Server 2012R2 as well as Server 2019. 

      • imsijohn's avatar
        imsijohn
        New Contributor
        2 months ago

        Same problem occuring on our client's VM server

    • BobD2's avatar
      BobD2
      Visitor
      2 months ago

      Any fix for this? I am having this problem on my servers as well.

  • KateG's avatar
    KateG
    GoTo Moderator
    2 months ago

    LukeS

    Sorry about that, we moved to a new platform and may need to update permissions for PMs. 

    Otherwise, thanks for this information, I see that the case has been escalated and they are working on a fix. 

  • JAAS's avatar
    JAAS
    Active Contributor
    2 months ago

    This is happening to us too on a Windows Server 2012R2.

    In our case this is a physical server, not virtual.

    Moving back from 15702 to 15576 worked.

    I hope LogMeIn people fix this quicky but I'm pretty sure it's just a matter of time until every other computer in my account makes the update to 15702 and all hell breaks loose

    • GlennD's avatar
      GlennD
      GoTo Manager
      2 months ago

      Hi JAAS, roll out of  build 15702 was already halted so no other computers would update and be affected.