Rescue Assist w/ AWS Workspaces

[sbenson]

We recently began the migration to AWS workpsaces for our DAAS. Our technicians use LMI Rescue Assist Tech Console regularly to support our customers. Inside the workspaces we are getting this when trying to connect:

[2024-06-12 7:31:43 PM] Host site: secure.logmeinrescue.com
[2024-06-12 7:31:43 PM] === Console started (7.50.3580 64-bit) ===
[2024-06-12 7:31:45 PM] Start Console communication error. Error code (7), Last error (0).
[2024-06-12 7:31:59 PM] Logging out

This is for all users and we get a similar error when attempting to use the web tech console.

Any ideas?

[sbenson]

Additional logging appears to throw a SOAP error. 

===============================================================
[2024-06-12 7:45:38 PM] PID: 2104
[2024-06-12 7:45:38 PM] SOAP URL: https://secure.logmeinrescue.com/WebServices/TechnicianConsole.asmx
[2024-06-12 7:45:38 PM] hResult: 0x80004005
[2024-06-12 7:45:38 PM] SOAP Error: SOAPCLIENT_SOAPFAULT (a SOAP fault was returned by the server)
[2024-06-12 7:45:38 PM] REQUEST:---------------------------------------------
POST /WebServices/TechnicianConsole.asmx HTTP/1.1
Accept: text/*
SOAPAction: "http://microsoft.com/webservices/startConsole_v7_50"
Content-Type: text/xml; charset=utf-8
User-Agent: VCSoapClient
Host: secure.logmeinrescue.com
Content-Length: 543
Connection: Keep-Alive
Cache-Control: no-cache

<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/"><soap:Body><startConsole_v7_50 xmlns="http://microsoft.com/webservices/"><iTechConsoleVersion>3580</iTechConsoleVersion><aComputerID>IOi3VvWHxblrhPS9Pb86sg==</aComputerID><osInfo><iOSLMI>16782080</iOSLMI><iOSSpec>1164115978</iOSSpec></osInfo><sLanguage>en</sLanguage></startConsole_v7_50></soap:Body></soap:Envelope>
[2024-06-12 7:45:38 PM] RESPONSE:--------------------------------------------
HTTP/1.1 500 Internal Server Error
Cache-Control: private
Content-Type: text/xml; charset=utf-8
Server:
X-UA-Compatible: IE=10
X-Client-IP: 3.225.4.98
X-Server-IP: 10.245.2.137
Strict-Transport-Security: max-age=31536000
Date: Thu, 13 Jun 2024 00:45:37 GMT
Content-Length: 441

<?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"><soap:Body><soap:Fault><faultcode>soap:Server</faultcode><faultstring>Server was unable to process request. ---&gt; Object reference not set to an instance of an object.</faultstring><detail /></soap:Fault></soap:Body></soap:Envelope>

[GlennD]

Hi @sbenson, welcome to the community.

I have been researching this, but there is some confusion about which of our services you are using. When I looked up your account I saw that you have GoToAssist licenses, but in your post you are referencing LMI Rescue? 

Initially, what we now call GoToAssist Remote Support v5, we called RescueAssist (but the name did not end up sticking). 

[sbenson]

Thanks for the response Glenn. I am using rescue assist in this scenario.  A customer we support uses rescue assist and we have a seat under their account separate from the RDSPOS account.