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mcon's avatar
mcon
Active Contributor
11 months ago

Client cannot connect: Error 12031

Hi,

 

Beginning today, Logmein client no longer successfully connects to the webservice. System is stable and was performing as expected as of last Friday. Win 7, TLS 1.0, 1.1, 1.2 enabled, SSL disabled, all firewalls disabled. No changes to problem system, not even a restart.

 

After numerous retries, and successful connections on other systems, a reinstall of the LMIClient was attempted with the same result:

 

2023-10-23 19:29:02.324 - Info - LogMeInIgnition:8616 - Main - - LogMeIn Client version: 1.3.5514 (Sep 5 2023 12:59:49)
2023-10-23 19:29:02.404 - Info - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file "C:\Program Files (x86)\LogMeIn Ignition\LMIIgnition.exe" is signed and the signature was verified.
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The trust provider information acquired successfully.
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signer from chain retrived successfully.
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signature time is 05/09/2023 at 04: 1:17
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file signer is "C=US, S=Massachusetts, L=Boston, O="LogMeIn, Inc.", CN="LogMeIn, Inc."".
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp time is 05/09/2023 at 04: 1:17
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp signer is "C=US, O="DigiCert, Inc.", CN=DigiCert Timestamp 2023".
2023-10-23 19:29:02.464 - Info - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file "C:\Program Files (x86)\LogMeIn Ignition\RACtrl.dll" is signed and the signature was verified.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The trust provider information acquired successfully.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signer from chain retrived successfully.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signature time is 05/09/2023 at 04: 1:27
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file signer is "C=US, S=Massachusetts, L=Boston, O="LogMeIn, Inc.", CN="LogMeIn, Inc."".
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp time is 05/09/2023 at 04: 1:27
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp signer is "C=US, O="DigiCert, Inc.", CN=DigiCert Timestamp 2023".
2023-10-23 19:29:02.464 - Info - LogMeInIgnition:8616 - main - - LogMeIn Ignition started.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - LMISSLInit - - Using: OpenSSL 1.1.1t 7 Feb 2023.
2023-10-23 19:29:02.474 - Debug - LogMeInIgnition:8616 - InternetOpen - - Internet handle successfully opened. Not using proxy server
2023-10-23 19:29:02.474 - Debug - LogMeInIgnition:8616 - URL scheme - - Check URL scheme and command executable
2023-10-23 19:29:02.474 - Debug - LogMeInIgnition:8616 - URL scheme - - Found URL scheme registration, application exists
2023-10-23 19:29:02.474 - Info - LogMeInIgnition:8616 - Main - - LMIIgnition MAIN process is starting.
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - InternetOpen - - Internet handle successfully opened. Not using proxy server
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - Test Proxy - - Starting HTTP connect. ComputerName: [webservice.logmein.com] port: [443]
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - Test Proxy - - Requesting /networktest.html
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - Test Proxy - - Sending HTTP request
2023-10-23 19:29:02.874 - Debug - LogMeInIgnition:8616 - Test Proxy - - Request headers:
GET /networktest.html HTTP/1.1
Content-Type: text/html
User-Agent: RAConsole
Host: webservice.logmein.com
Cache-Control: no-cache

2023-10-23 19:29:02.874 - Debug - LogMeInIgnition:8616 - Test Proxy - - Response headers:

2023-10-23 19:29:02.874 - Info - LogMeInIgnition:8616 - Test Proxy - - HTTP send request failed. Error message: [The connection with the server was reset (12031)]
2023-10-23 19:29:02.874 - Info - LogMeInIgnition:8616 - Test Proxy - - LoadURL failed. Error message: The connection with the server was reset (12031)

 

DNS flushes from cmd were attempted, as well as changing DNS servers. Finally, just ended up manually testing the response from webservice.logmein.com/networktest.html from browser on problem system is YESOK.

 

Any assistance would be appreciated.

  • venusparts's avatar
    venusparts
    10 months ago
    Thanks for reaching out but I no longer need any help. I figured it out on my own. My router was fighting itself.
  • KateG's avatar
    KateG
    GoTo Moderator
    11 months ago

    Hi mcon weclome to the GoTo Community. 

     

    In case you haven't seen this similar thread, you may want to review.

     

    For your instance, you mentioned you successfully connections on other systems, are these other systems running Windows 7 as well and are they on the same network as this computer that cannot connect?

    • mcon's avatar
      mcon
      Active Contributor
      11 months ago

      Hi Kate,

      Thank you, yes I did see that thread, and led me to verify the Internet Options for TLS and SSL (they were already previously enabled/disabled respectively).

      I also found the following thread https://community.logmein.com/t5/Pro-Discussions/LogmeIn-Client-shows-offline-Cannot-connect-to-it/td-p/308877, which shows the same error in the UI, however the solution, if there was one, was not shared.

      There was also this thread: https://community.logmein.com/t5/Pro-Discussions/LMI-Control-Panel-can-t-connect-to-network/m-p/309411, which also shows the same issue, along with a Win 7 machine.

      In response to your question, the other systems are not Windows 7, the issue seems to only be affecting Windows 7.

      It's interesting to note that the issues above, including the one you posted, are all within the last two months.

      Thank you for your attention to this.

       

      *edit, just after posting this, I noticed another new thread by user philbud with apparently all of a sudden new connection issues... also Win 7 machine.

      • KateG's avatar
        KateG
        GoTo Moderator
        11 months ago

        Hi mcon thanks for the further information. There have been a few reports recently with Windows 7, I agree. 

         

        The Community experiences have been reported to the team. The current recommendation is to make sure you are fully updated especially on security-related patches for windows, this one in particular.