Systems are starting to fail (LogMeIn Guardian has detected a problem with the LogMeln software)

[Tkanger]

Recently we have had a rash of our systems starting to fail with the error message:
LogMeln Guardian has detected a problem with the LogMeln software installed on this machine.
Once the error occurs the system shows as offline and cannot be connected to. Reinstalling LMI does not address the issue. Issue seems to be spreading across all installed systems in our Central tenant.

[GlennD · Accepted solution]

Hi @Tkanger, welcome to the community.

I apologize for the frustration, there was an issue identified with the latest version yesterday. We are asking affected customers to uninstall, reboot and then install this older version.

[EricDorothy]

Gleen, can you elaborate on the bug that you found?   What does it do to the system that has this version installed on it?

[KateG]

Hi @EricDorothy welcome to the GoTo Community. 

The issue was specific to a new build 15224 that was released and the symptoms were the computers that installed this version appeared offline. 

[EricDorothy]

I did see that, but I've also noticed that it seems to be filling up the hard drive of the machine that it's on as well.  Can you confirm this behavior?  If so, what is the cause of this run away behavior?

[KateG]

@EricDorothy I don't have further insight into the root cause, however filling up the hard drive was not reported as a symptom.

If you are still running the old version, you should reach out to customer support who can assist with downgrading to the previous version. 

[EricDorothy]

Some of our field technicians have reported that the drive was fulling up until he opted to not send report and clear the popup, and he could see the drive space freeing up as he refreshed the File Explorer and watched C: drive contents.  LogMeIn was still running in the background so seems to be the LogMeIn Guardian service.
It seems that while that dialog is presenting, it is filling up the drive space with error logs.

[KateG]

@EricDorothy I appreciate the additional information and was able to get some more context around the situation. 

The hard drive started filling up because LMIGuardian generates dump files when the LogMeIn service crashes.

These files are stored in the C:\ProgramData\LogMeIn\Dumps\ folder until either:

1. They're sent as crash reports to our systems, or
2. Skips sending the report 

By default, neither option 1 nor 2 is set, and a dialog prompts you to choose. When the technician selects option 2 (and sets it as the default), LMIGuardian begins skipping and deleting dump files, thereby freeing up storage space.

[EricDorothy]

Thank you very much for this information!