Forum Discussion

jlawton's avatar
jlawton
Active Contributor
3 years ago

Unable to launch Remote Control Session

I've run into an issue that started late last week where I am able to establish a connection to a remote computer using Connect on LAN, however when I try to start the Remote Control Session, it show...
  • jlawton's avatar
    jlawton
    3 years ago

    Hi Glenn,

     

    If the issue returns I will definitely give that a try.

     

    For the sake of recording this issue with some sort of solution, here is the explanation I received from support:

     

    "Thank you for your reply! Just for you to know probably the beta link was disable, since we test the new changes with that link before applying any changes to the actual Technician console, at this moment the must recent update has been updated to the cloud, and most likely that why you're able to connect as usual just now. These changes were made internally by our devs, due to this reason this should issue not happen again. "

dennis442's avatar
dennis442
New Member
3 years ago

Same issue!! Do you know how to solve it ? 

  • jlawton's avatar
    jlawton
    Active Contributor
    3 years ago

    No solution yet. I have a ticket open with LMI support and they are currently reviewing the logs I sent them. I will update if/when I find out more information.

    • jlawton's avatar
      jlawton
      Active Contributor
      3 years ago

      I tried connecting to some of the remote computers that were giving us problems last week and everything is working normally again. 

       

      No changes to either my environment or the remote environment. LMI support is still reviewing the logs I initially sent. I've asked that they let me know if the logs show what the problem was, but as of now, I have no idea why the Remote Control Sessions stopped working or why it started working again.

      • GlennD's avatar
        GlennD
        GoTo Manager
        3 years ago

        Hi,

         

        Can you please try clearing out the contents of this folder on the technician's computer? 

        • C:\Users\[user]\AppData\LocalLow\LogMeIn Rescue\Resources\COLApplet_%d
           Where thw %d = tech ID