Windows 7 Host cannot connect

[philbud]

Maybe someone can help me with this....Hopefully!

Long story short...We have a remote Windows 7 (32bits) that we cannot upgrade (old software on it). It is isolated from everything except for logmein (for security reason obviously).

The host can never connect to logmein. We have other computer on site (windows 10 and 11) and it's working for them so it's not a firewall issue, etc...

I made sure TLS 1.2 is enable (internet options) on the host and I added registry key.

In the logmein logs on the host there's always some errors like:

''SessionDataReport - Error while trying to send Central https request: 0x191:''

and

''SSL error : error (in connect)''

and

''WebSvc - Failed to connect to web gateway:[no error description found] (0x1408f10b)

And the computer was installed a few years ago by another company and it cannot be updated (can't installed KB for exemple). Other than that I have access to computer to add registry keys and stuff like that if needed

Can someone help me with this?

[GlennD]

Hi @philbud,

 I am going to private message you a file to enable full debug mode in the software so a log file is generated.

[philbud]

Thank you for your help. I responded to your private message.

Let me know next step

[GlennD]

Thank you. A support ticket is open and a representative will be reaching out to you.

[Kelvin_Perez]

I have the same problem, after the last maintenance on March 24th on the logmein platform, all my Windows 7 computers were disconnected and the connection could not be reestablished.

Could you share the solution.

[GlennD]

Hi @Kelvin_Perez, welcome to the community.

Do the computers show as online or offline? Have you checked that TLS 1.2 is enabled?

[philbud]

Sorry but we still have same problem on Win7 host. Host gets offline and after a few days it comes back online.

I never found the exact problem...

[smmNick]

I'm also in the same boat at philbud.

If it helps, here's are the logs - https://pastebin.com/vt40C0vu

It was working fine up until 5 days ago. I've tried re-install LogMeIn and applying the TLS 1.2 updates.

If it helps to know, the likes of AnyDesk works fine.

[GlennD]

Hi @smmNick, thank you for the logs. One thing I see repeated in your logs is: Certificate chain verification failed, trust status: 20/100. I'm looking though past support tickets for this error and the two things that come up are: 

1. An issue with the Certificate mentioned in this support article under Solution 2
2. Firewall changes. GoTo Allowlisting info 

It may be best if you call our toll-free support so one of our representatives troubleshoot this with you on the PC in question.

[smmNick · Accepted solution]

@GlennDI tried the solutions, but none seemed to work. However, your suggestion about certificate was spot on.

I ended up calling support, and spoke to a very patient gentleman by the name of Juan. We basically found the issue to be missing DigiCert Global Root G2. Apparently this is more of an issue for 32-bit version of Windows 7, but 64-bit version is very similar.

To fix this particular issue:

1.) Download DigiCert Global Root G2 from - https://cacerts.digicert.com/DigiCertGlobalRootG2.crt

2.) Right click and select "Install Certificate".

1.  In the wizard, the second page (Certificate Store), ensure you select "Place all certificates in the following store", select Browse...
2. In the Certificate Store box, tick "Show physical stores"
3. Expand the folder "Trusted Root Certification Authorities" (second from the top, under Personal)
4. Select "Local Computer" folder and press OK
5. Press Next  in Certification Store
6. Finish!

LogMeIn control panel instantly came to life and connected again.

Hope this helps!