Forum Discussion

Mlukay's avatar
Mlukay
Active Contributor
2 years ago

LMI Desktop Client Connection Error - The connection with the server was reset (12031)

LogMeIn Desktop Client is not allowing anyone in the org to get to credentials screen on windows domain joined laptop. I reviewed the logs of the application and received this error:   2023-08-14 1...
Windows
GlennD's avatar
GlennD
GoTo Manager

Thank you. As this error is a result of a connection issue there are a few more things we can check:

 

  • Try connecting over a different network connection. Since this is a laptop can you connect it to a different WiFi network to see if you get the same result? If your phone supports it you could create a temporary hotspot to connect to to run the test. If you are able to connect successfully we will know the issue is network related and direct our troubleshooting there. 
  • Reset you TCP/IP settings and Flush/renew the DNS on the laptop.
  • Check your Firewall settings

 

Mlukay's avatar
Mlukay
Active Contributor
2 years ago

Tried connecting to a different WIFI still same error.

Flush DNS via CMD, still same result.

Network team has reviewed that allowlist KB article last week and made necessary changes.

I removed the computer from the organizations domain and I was able to get the LMI desktop client to work.

 

Question is what would be controlled within the domain settings of the organization would be causing the error?

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    I am checking with our team regarding the domain settings.

     

    • Mlukay's avatar
      Mlukay
      Active Contributor
      2 years ago

      Hey GlennD 

       

      I received further information from the companies domain admin and they informed me that they are enforcing a GPO that TLS 1.2 is being used for company domain computers. Is there any information you can provide regarding the Logmein Desktop client and what TLS version is being used for the online services for the application? Thank you

      • GlennD's avatar
        GlennD
        GoTo Manager
        2 years ago

        Thanks for the update, I believe TLS 1.2 should be fine, but I will check. One note back I received about the logs you shared was that they mention a Proxy, and was I sure that the Proxy was configured correctly to allow the connection? I know that your network team already reviewed our allowlist article  but perhaps they could take another look just to be sure?