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Khaos_Storm's avatar
Khaos_Storm
Active Contributor
3 years ago

Cannot Connect to Host -1st attempt drops -2nd attempt says already connected

I am having an issue with LogMeIn, that seems to be hitting more and more of my machines. I have 87 computers at 5 sites. All 87 have been working through LogMeIn, and then last week we had one com...
  • slimjim1's avatar
    slimjim1
    3 years ago

    JLSantos I managed to figure out the issue myself.  After uninstalling Citrix Workspace and rebooting,  Logmein magically worked again.  Even the inability to stop/restart the service was fixed.  

     

    I found it from looking into graphics drivers as the only thing different about this PC was that it had an old dedicated graphics card.  I noticed in device manager that Citrix had it's own entry under display adapters listed as "citrix indirect display adapter".   I remember Logmein used to use it's own mirror driver that showed up in Device Manager so I took a wild guess that it was interfering with whatever Logmein does to tap into graphics drivers.  Perhaps it's seeing that device as a display out and tries to get a feed from it only to fail since it isn't a real display device.  This isn't a solution because I still need Citrix Workspace but this should point Logmein in the right direction.  Going to reinstall Citrix Workspace and see if I can replicate it.

     

    Update: Reinstalling Citrix workspace didn't bring back the issue.  But it also didn't install the "citrix indirect display adapter" that I saw earlier.  Worth noting that I had manually uninstalled that driver within Device Manager before removing Citrix Workspace so that driver specifically might be the cause of the issue.

     

    Update 2: Seems to be related to Citrix Screen Casting which is part of Citrix Workspace.  

slimjim1's avatar
slimjim1
Active Contributor

I'm having this same issue on a single PC so far.  Windows 10 21H2
Something I've noticed on the affected PC is that attempting to Stop or restart LMI from inside the LMI Control Panel GUI just hangs on "Stopping LogMeIn".  I gave it 30 minutes before giving up and ending the process manually.
Similarly, if I install LMI on this pc via the .msi file without being already logged in via the "add a PC" webpage, this subsequently requires logging in after install. This is normal, but after logging in and choosing your subscription to attach the PC to, it triggers a "Restarting Logmein" popup that also never actually finishes.

GlennD's avatar
GlennD
GoTo Manager
3 years ago

Hi slimjim1 

 

We are researching this issue currently and would appreciate your help. In order to continue our investigation of this issue, we require your assistance in creating a test on a host computer currently affected. I have attached 2 registries for this test and the instructions below.

 

*NOTE* This is not a fix yet, however, it is a test that will help us and our team properly address the root cause of the disconnection with our servers.
 
  1.  Create a new text file in Notepad or similar and paste the following text into it: 

    Windows Registry Editor Version 5.00

    [HKEY_LOCAL_MACHINE\SOFTWARE\LogMeIn\V5\WebSvc]
    "UseGateway"="control.lmi-app12-20.logmein.com" 

  2. Save the file as Gatewaychange.reg

  3. Right-click the file and select Merge
  4. Restart LogMeIn Services
  5. Please activate the Debug level logs on your control panel:
    LogMeIn Control Panel > Options > Preferences >Advanced > Check the box "enable debug level"
  6.  After restarting the LogMeIn services, please test a connection. If a connection continues to have connectivity issues please retrieve the logs on the path : C:\Users\All Users\LogMeIn\ > Attach logmein.log
  7.  After catching the logs, please create a new text file with the following:
    Windows Registry Editor Version 5.00
    [HKEY_LOCAL_MACHINE\SOFTWARE\LogMeIn\V5\WebSvc]
    "UseGateway"=-
    and save it as Gatewaychangereset.reg
  8. Run Gatewaychangereset.reg
  9.  Restart logmein services. (This will revert the changes made before)
  10. If by any chance by changing the gateway with the first registry on Step 1. You may use it as a temporary fix for a connection option.
This test will help us continue to work on our investigation and may help as a temporary fix. We appreciate your patience and help with this issue.
 
To send us the log files please click on my community nickname and you should see an option in the upper right to Send a Message. 
 
 
  • Khaos_Storm's avatar
    Khaos_Storm
    Active Contributor
    3 years ago

    I attempted to do this, but the LogMeIn service will not start.

    So I can't set log outputs, and it isn't generating anything for the logs.

    • GlennD's avatar
      GlennD
      GoTo Manager
      3 years ago

      Khaos_Storm 

       

      Thank you, I will inform the team. 

       

      Please create a new text file with the following text and save it as Gatewaychangereset.reg:

       

      Windows Registry Editor Version 5.00
      [HKEY_LOCAL_MACHINE\SOFTWARE\LogMeIn\V5\WebSvc]
      "UseGateway"=-


      Run Gatewaychangereset.reg and restart the LogMeIn service.

       

  • slimjim1's avatar
    slimjim1
    Active Contributor
    3 years ago

    This fix did not work for me.  How can I send the log to you.  I don't see an attachment option in this forum.  Even if it did, I'd prefer not to publicly display a log that contains a lot our company's External IPs.

     

    The only thing I did different was restart my pc instead of restarting logmein which presumably accomplished the same thing...because stopping/starting logmein within the LMI Control Panel just spins endlessly at "Stopping Logmein".  

     

    Worth mentioning that I can connect to other machines from the affected machine just fine, which you will see several successful connections that I made today during my shift in the log.   Just no other machines can connect to it.

    • GlennD's avatar
      GlennD
      GoTo Manager
      3 years ago

      Hi slimjim1,

       

      Thank you for trying. To send us the log files please click on my community nickname and you should see an option in the upper right to Send a Message. 

       

      • Orestes85's avatar
        Orestes85
        New Member
        3 years ago

        GlennD  I'm having the same issue/ errors as described earlier in this thread.

         

        I can connect to other workstations on my domain remotely so I used RDP to access my workstation and then uninstalled all LogMeIn software and reinstalled via download links from GoTo Central.  I did the same with the computer I am connecting from. 

         

        Initial setup of LogMeIn Control Panel was having a few issues - First it was unable to start the LogMeIn service.  I was unable to manually start the service via services.msc.  The LogMeIn Control Panel had a pop up stating "Enabling..." with a spinning circle and I had to force close the Control Panel.  After another restart The service was started, LogMeIn Control Panel showed "Enabled" but was not Accessible due to the workstation not being connected to the internet (as I was remoted in from 20 miles away?).  Connection/Event Monitor was saying LogMeIn believed the workstation only had a loopback.

         

        I closed the Control Panel, force closed any processes related LogMeIn, manually stopped any services, and flushed DNS. Ran LogMeIn again and no change. Restarted, remoted back in to other workstation, rdp'd back to my workstation, and the issue was now resolved.  LogMeIn Control panel showed Enabled and Accessible.  I signed out of the RDP session, signed out of the LogMeIn session to the other workstation, and tried to log in to my workstation via LogMeIn Client. First attempt states the connection was lost (Hangs on the Verifying step. I have checked that the cert used for my workstation is the same one used for the workstation I can log in to.  Both workstations are on the same switch, behind the same firewall, using the same anti-virus, have the same GPOs issued from the same domain controller.

         

        Log of most recent login attempt:

        2022-08-14 19:07:56.029 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - Referrer: https://secure.logmein.com/r.asp?r=mycomputers
        2022-08-14 19:07:56.029 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED>- Browser: RAConsole
        2022-08-14 19:07:56.029 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - Client IP: <REDACTED>- direct access allowed.
        2022-08-14 19:07:56.091 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: WebSvc.DLFF
        2022-08-14 19:07:56.091 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: Auth.AllowCookie
        2022-08-14 19:07:56.216 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: Log.Debug
        2022-08-14 19:07:56.216 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: Auth.AllowAutoLogin
        2022-08-14 19:07:56.216 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: Auth.DontListDomains
        2022-08-14 19:07:56.216 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: Appearance.CustomLogo
        2022-08-14 19:07:56.216 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: Appearance.CustomMsg
        2022-08-14 19:07:56.216 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - Request for /default.html?rawtnl=49785219_0&gwsid=_jM2doSCTBg1vdQ5FKvFzkehWdQ5ExE5 returned 200 OK (17990 bytes).
        2022-08-14 19:07:56.482 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: WebSvc.DLFF
        2022-08-14 19:07:56.482 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - Logging in as 'DOMAIN\user'.
        2022-08-14 19:07:56.638 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - Logged in successfully.
        2022-08-14 19:07:56.654 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025D0 - SessionDataReport - The init session response was parsed successfully. (remoteAccessId: -9223372036190854719; startDate: 2022-08-14T23:07:56)
        2022-08-14 19:07:56.748 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - User is administrator.
        2022-08-14 19:07:56.874 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - Loading user profile...
        2022-08-14 19:07:56.874 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED> - Error loading user profile, The parameter is incorrect. (87)
        2022-08-14 19:07:56.874 - Warning - LogMeIn - DOMAIN\user - 04516 - 0x000025C4 - template - Cannot access settings from template: Auth.AllowCookie
        2022-08-14 19:07:56.874 - Warning - LogMeIn - DOMAIN\user - 04516 - 0x000025C4 - template - Cannot access settings from template: Auth.AllowCookie
        2022-08-14 19:07:56.874 - Info - LogMeIn - DOMAIN\user - 04516 - 0x000025C4 - Session - <REDACTED>:DOMAIN\user - Request for /default.html returned redirect to main.html
        2022-08-14 19:07:56.999 - Warning - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - template - Cannot access settings from template: LOG.DEBUG
        2022-08-14 19:07:56.999 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025C4 - Session - <REDACTED>:DOMAIN\user- Request for /remctrl.xml?view=0 returned 200 OK (9174 bytes).
        2022-08-14 19:07:58.109 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025E8 - Session - <REDACTED>:DOMAIN\user - Unsupported client options: REACTIVESUPPORT
        2022-08-14 19:07:58.390 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 04516 - 0x000025F0 - SessionDataReport - The init session response was parsed successfully. (remoteAccessId: -9223372036190854716; startDate: 2022-08-14T23:07:58)
        2022-08-14 19:12:58.223 - Warning - LogMeIn - DOMAIN\user - 04516 - 0x00000390 - template - Cannot access settings from template: WebSvc.DLFF
        2022-08-14 19:12:58.223 - Info - LogMeIn - DOMAIN\user - 04516 - 0x00000390 - Session - <REDACTED>:DOMAIN\user - Request for /default.html?logout=yes returned redirect to https://secure.logmein.com/r.asp?r=mycomputers