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salim11
New Contributor

GotoAssist says connecting

Hi
i am trying to logon unattended on Windows 10 Pro machine, when the system restarts i can connect without any problem but as soon as i end session and try to connect again it says creating session and on client machine it says connecting and after a while it says "the agent is experiencing connective issue". and when i restart the guest system again i am able to connect just for once than same problem again

i have tried following trouble shooting
- Connection wizard
- Reinstall Unattended
- Firewall Disable , No antivirus installed
- Checked the services
- Tried attended session but still doesn't work

i can access other PC in same network without any problem

please can someone suggest any think. I have create a ticket but no response and called the support but looks like the gentleman does not have any clue

Thanks
10 REPLIES 10
AshC
LogMeIn Contributor

Re: GotoAssist says connecting

Hi Salim,
Sorry for the trouble there.

Could you specify what firewall is in play on the Windows 10 client?

If the problem has returned each time and your client is directly connected to the LAN, have you tried the connection while in Safemode?

salim11
New Contributor

Re: GotoAssist says connecting

Hi Ash

windows firewall
yes the problem returned everytime, when i restart the client system i can connect once and than after no connection, yes the client is connected to LAN
i havent tried on safe mode yet

thanks
AshC
LogMeIn Contributor

Re: GotoAssist says connecting

Client logs may help us identify the problem if SM shows no change in behavior...

salim11
New Contributor

Re: GotoAssist says connecting

How do i get the logs, do you mean event viewer
AshC
LogMeIn Contributor

Re: GotoAssist says connecting

1. Click Start
2. Click Run or start typing in the Start Search bar
3. Type: %temp% and press Enter
4. Right-click on the folder LogMeInLogs
5. Select Send to and click Compressed zip folder
6. Collect the LogMeInLogs.zip off the desktop

salim11
New Contributor

Re: GotoAssist says connecting

Hi 
please find the link for the log files

https://www.dropbox.com/s/ejifabv3hrefe6h/LogMeInLogs.zip?dl=0
salim11
New Contributor

Re: GotoAssist says connecting

Hi

from today I can't even login even if I restart the guest PC, i cant figure it out what is the problem , this PC is a part of domain
AshC
LogMeIn Contributor

Re: GotoAssist says connecting

Something is clearly blocking the Remote Support software from fully reactivating after a reboot or shut down.  If you want a hand troubleshooting, and you're at the problem client currently, feel free to call us directly:  https://support.logmeininc.com/gotoassist-remotesupport/contactus

salim11
New Contributor

Re: GotoAssist says connecting

now i have also noticed there is one more PC getting the same error in the same network,i dont understand if something is blocking on domain level than why i can access other PC