Thanks for the link - I did have him relocate to a spot with a wire connection and now am able to connect. The previous network was a "guest" wifi connection. I'll look at the link - I don't know if possibly the corporate guest network is now more locked down? I would like to know specifically why the connection fails.
The wifi is a "public" network in windows, while the wired is running as private. Which made me suspect firewall rules.
DR
Hi again,
I'm still looking for some kind of checklist I can go through for my client's connection. e.g.
What is the min speed of connection?
How do I know if ports are open appropriately?
Is there some test script I can run to verify the connection quality?
(fyi I did get some response to my submitted web support ticket. After three emails back and forth I was asked if the computer was turned on... :-P)
I believe the issue is now resolved! It seems to have been a conflict of some kind with a windows update and the killer network wireless drivers on the system. The drivers where not too old (June) but there was one update since that seems to have fixed it.
(debugging was a pain.. remote in via wired connection, write some test scripts that disconnected wired, connected wireless, ran tests, reconnect wired so I can be sure to get back in and retest.)
Anyway, working now, thanks for your time,
DR
Daver99 The Client requirements are kind of general, and updated here: https://help.logmein.com/articles/en_US/Documentation/logmein-c-lmi-systemrequirements-client
Hi again,
Our client has been able to connect on this same network using other remote software this morning (to our competitor) -- this is now a serious issue for us to get resolved!
How do I escalate this?
dR
Daver99 There's also this LMI bandwidth document you may reference: https://help.logmein.com/articles/en_US/FAQ/How-much-bandwidth-is-required-to-use-LogMeIn-en1/
Thanks for the link Ash - it does confirm that the overall throughput is good enough.
I feel that the issue must be a firewall issue (either on the PC or corporate hardware) that is blocking the connections in general or a specific port or range.
And more detailed technical requirements available?
DR
Hey Daver99 Checkout this documentation and let me know if there are any gaps: https://help.logmein.com/articles/en_US/Documentation/central-c-lmi-systemrequirements-host/?q=requirement&l=en_US&c=products%3Almicentral&fs=Search&pn=1
(I'm not aware of a test script for hosts, but will ask around)
** If your case needs further review, I can have someone reach out: Click on my name in this Community to confirm your contact details and the case # with best time to troubleshoot the problem PC.
