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casascoco's avatar
casascoco
Active Contributor
6 years ago
Solved

Your session may have timed out or the host may have gone offline

The error occurs after opening the dashboard of the remote host using the logmein client software, then trying a remote connection from the dashboard.  The remote host says it is in session however when trying to remote I receive the error "Your session may have timed out or the host may have gone offline. Please try again."  and offers Reconnect or Close options.  The reconnect button causes the same error.  It appears to be a problem when first accessing the dashboard.  After speaking with phone support they recommend restarting the remote machine, which can't be done until the client is back on site, defeating the purpose of having remote access.  I have had this same issue with multiple remote hosts, running different operating systems. Any other solutions? Besides switching remote software providers.

  • AshC's avatar
    AshC
    6 years ago

    casascoco  This could very well be caused by something on the host side, stopping the initial attempt. Please check that there are no pending OS updates. Could you reach out to Customer Support by phone when you have someone at one of the problem PCs to troubleshoot?

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  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    casascoco  Did the dashboard show these PCs as 'in session' already, or did that happen only after your innitial connection attempt?

  • casascoco's avatar
    casascoco
    Active Contributor
    6 years ago

    AshC the age of the PC's vary from brand new to 5+ years old.  The issue is not more frequent at any one location.  Isolating the times is difficult because it is only discovered when remoting in, which can be as long as 6 months between remote sessions. If you direct me to the relevant log file directory I'll get the most recent occurance uploaded for engineering to review.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    casascoco  Do you know if some of the affected PCs are older, or what their specific reboot cycle is?  If this happens frequently at one location or LAN, we might be able to collect more log files for engineering.

  • casascoco's avatar
    casascoco
    Active Contributor
    6 years ago

    Thanks for the response AshC 

     

    The connection types have been wireless or wired, on both Verizon fios and Comcast.  PC hardware is all different.  OS has been Windows 7 32 & 64 bit, Windows 8.1 64 Bit, and Windows 10 32 & 64 bit. Avaibility time online can range from Months to minutes.

     

    LMI support said to restart the PC locally and/or reinstall LMI, and from my experience a restart typically fixes the problem, until the next time.

     

    Some of these clients are out of state so a restart is not a simple solution, and due to the new sign in requirements for a logmein install, getting the client to install does not work.

     

     

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    casascoco  I apologize for the difficulties there. 

    Are you able to discern any similarities between the connection types, PCs, networks, operating systems or availability time online?