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philbud's avatar
philbud
Active Contributor
2 years ago
Solved

Windows 7 Host cannot connect

Maybe someone can help me with this....Hopefully! Long story short...We have a remote Windows 7 (32bits) that we cannot upgrade (old software on it). It is isolated from everything except for logmei...
  • smmNick's avatar
    smmNick
    2 years ago

    GlennDI tried the solutions, but none seemed to work. However, your suggestion about certificate was spot on.

     

    I ended up calling support, and spoke to a very patient gentleman by the name of Juan. We basically found the issue to be missing DigiCert Global Root G2. Apparently this is more of an issue for 32-bit version of Windows 7, but 64-bit version is very similar.

     

    To fix this particular issue:

    1.) Download DigiCert Global Root G2 from - https://cacerts.digicert.com/DigiCertGlobalRootG2.crt

    2.) Right click and select "Install Certificate".

    1.  In the wizard, the second page (Certificate Store), ensure you select "Place all certificates in the following store", select Browse...
    2. In the Certificate Store box, tick "Show physical stores"
    3. Expand the folder "Trusted Root Certification Authorities" (second from the top, under Personal)
    4. Select "Local Computer" folder and press OK
    5. Press Next  in Certification Store
    6. Finish!

    LogMeIn control panel instantly came to life and connected again.

     

    Hope this helps!

smmNick's avatar
smmNick
Active Contributor
2 years ago

I'm also in the same boat at philbud.

 

If it helps, here's are the logs - https://pastebin.com/vt40C0vu

 

It was working fine up until 5 days ago. I've tried re-install LogMeIn and applying the TLS 1.2 updates.

 

If it helps to know, the likes of AnyDesk works fine.

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi smmNick, thank you for the logs. One thing I see repeated in your logs is: Certificate chain verification failed, trust status: 20/100. I'm looking though past support tickets for this error and the two things that come up are: 

    1. An issue with the Certificate mentioned in this support article under Solution 2
    2. Firewall changes. GoTo Allowlisting info 

    It may be best if you call our toll-free support so one of our representatives troubleshoot this with you on the PC in question.

     

    • smmNick's avatar
      smmNick
      Active Contributor
      2 years ago

      GlennDI tried the solutions, but none seemed to work. However, your suggestion about certificate was spot on.

       

      I ended up calling support, and spoke to a very patient gentleman by the name of Juan. We basically found the issue to be missing DigiCert Global Root G2. Apparently this is more of an issue for 32-bit version of Windows 7, but 64-bit version is very similar.

       

      To fix this particular issue:

      1.) Download DigiCert Global Root G2 from - https://cacerts.digicert.com/DigiCertGlobalRootG2.crt

      2.) Right click and select "Install Certificate".

      1.  In the wizard, the second page (Certificate Store), ensure you select "Place all certificates in the following store", select Browse...
      2. In the Certificate Store box, tick "Show physical stores"
      3. Expand the folder "Trusted Root Certification Authorities" (second from the top, under Personal)
      4. Select "Local Computer" folder and press OK
      5. Press Next  in Certification Store
      6. Finish!

      LogMeIn control panel instantly came to life and connected again.

       

      Hope this helps!

      • AlenM's avatar
        AlenM
        New Member
        2 years ago

        Thanks so much, now all working well.