cancel
Showing results for 
Search instead for 
Did you mean: 
James18
New Member

LogMeIn Client Bug After Forced Password Resets

After the forced password resets last week, a couple people in our organization were getting the following message: 

James18_0-1675108445188.png

Turns out to be something related (at least from what I can tell), to the "I trust this device. Keep me logged in." checkbox when first opening up the client. Had to go into options, delete all stored login credentials, then uncheck the box for trusting the device, for these users to be able to use the program again.

James18_1-1675108562111.png

James18_2-1675108567227.png

James18_3-1675108571154.png

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
GlennD
GoTo Manager

Re: LogMeIn Client Bug After Forced Password Resets

Hi @James18, welcome to the community.

 

Thank you for sharing this with us, I will look into adding this information to our support site FAQs.

 

Central customers can also clear these saved devices by signing in and selecting Configuration > Devices and then Wipe Credentials on the right.

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!.

Free new user and admin training

View solution in original post

19 REPLIES 19
GlennD
GoTo Manager

Re: LogMeIn Client Bug After Forced Password Resets

Hi @James18, welcome to the community.

 

Thank you for sharing this with us, I will look into adding this information to our support site FAQs.

 

Central customers can also clear these saved devices by signing in and selecting Configuration > Devices and then Wipe Credentials on the right.

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!.

Free new user and admin training
sphothisane
Active Contributor

Re: LogMeIn Client Bug After Forced Password Resets

Me and a coworker of mine are both having this same issue. after about 10 minutes or so we are logged out of LMI and need to enter in all our login info. i have sense done this and it is still happening. and other ideas?

GlennD
GoTo Manager

Re: LogMeIn Client Bug After Forced Password Resets

Hi @sphothisane, welcome to the community.

 

As you have already tried logging out which would have cleared any site cookies, please call our toll-free support so they can assist.

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!.

Free new user and admin training
sphothisane
Active Contributor

Re: LogMeIn Client Bug After Forced Password Resets

Hey Glen we are using the windows desktop app. I have done a complete reinstall with files being deleted, as well as using the delete all stored login credentials on the client. i have even bumped the idle time to a full day 

GlennD
GoTo Manager

Re: LogMeIn Client Bug After Forced Password Resets

Thanks @sphothisane I ran this past some of the support team and it doesn't appear to be a known issue, so calling in would be the best bet so they can gather more details and troubleshoot.

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!.

Free new user and admin training
sphothisane
Active Contributor

Re: LogMeIn Client Bug After Forced Password Resets

Is there a contact number to call for that?

KateG
GoTo Moderator

Re: LogMeIn Client Bug After Forced Password Resets

@sphothisane you can contact support using this link


Kate is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!


Free new user and admin training
ChristopherDK
Active Contributor

Re: LogMeIn Client Bug After Forced Password Resets

Same issue, the provided "solution" is not doing anything to help. They should not have this marked as solved because it is not. 

sphothisane
Active Contributor

Re: LogMeIn Client Bug After Forced Password Resets

The solution does work. you will need to contact support and make sure that they send the right link for the password reset. i was sent a link and i had to put in a 12 character password, but my co-worker got a standard password reset. you have to get the correct password reset. you might need to also see if you admin for LMI can send the password reset. We have not tried that yet, so that might be an option.