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New Contributor

LogMeIn Rescue applet persists after ending session

Hi,

 

On a handful of occasions, I've had it where the rescue applet stays on the end user's computer after I ended and closed a session.  It persists through restart.  Is there any clean\easy way I can direct the end user to completely remove it from their computer.  It' s also a challenge for me to do it, as I have to use rescue to completely remove the rescue from their machine which is obviously a catch-22.  Note this is the chatbox applet, I'm not talking about the unattended access feature.

 

Thanks,

Charlie

Tags (2)
13 REPLIES 13
New Contributor

Rescue service still running on client PC

During a resuce session with a client, conenction was broken. We were close to finish so we did not reconnect. The client now complainrd that a LMI window popped up each time he logged in. A rescue service was detected (Has been stopped now). Remote login is a matter of trust. Since I assured the client on beforehand that all installed software would be removed when we terminate dthe session, I feel a little embarressed about this. LMI support has not replied since I sent a request 2 days ago, so I hope someone at the forum can advice how to clean up the client computer properly.
 
Thanks
Reidar
Regular Contributor

RE: Rescue service still running on client PC

I know I don't have enough knowledge to help you on this case, but I would just say to give support a chance. 
 
I have been on the forums here for over a year, and I have NEVER heard of this happening (and I am NOT doubting you either).
 
Maybe it is a new one on the support team also, and they have to first figure out what went wrong, before they can figure out what to do to fix the problem ?
 
 
--

KGHalbe



(DISCLAIMER: I am NOT an employee of LMI, nor do I have any financial concern in LMI. I am strictly a HAPPY USER of LMI products. I am using PC version and XP SP2. Other systems or versions may act different than described above.)
New Contributor

RE: Rescue service still running on client PC

I am having this issue on a clients machine also.  She has had the reconnect popup starting all weekend.  I confirmed it today in the office. 
 
Does anyone know where it is been prompted to start?  Nothing in startup.
New Contributor

RE: Rescue service still running on client PC

Hi again,
 
I was able to get in touch with European support on phone, and thyy referred to a service called "LogMeIn Rescue" that might not have been removed at session closure. I have therefore done the following test
  • create a session with my home computer as client computer.
  • allow for "switch user option" to force the Rescue.EXE program to be restarted as a windows service e.g. "LogMeIn Rescue", service settings was found in registry key:
      HKLM\SystemCurrentControlSet\Services\LMIRescue
    After this I had 2 rescue.exe processes, in addition to a process called "Support-LogMeInRescue.exe
    I next :
  • broke the connection with the client computer and killed the 3 processes above.
  • terminate at Tech Console without ending session
    The result of this "non-standard" behavior was that the client computer poped up with the "Waiting for Technician" which in the meantime had closed down.
     
    So far this is as expected because both the "Reboot" option and "Log on as another user" must allow the rescue process to regain execution after rebooit/user switching.
     
    This time I did not kill the rescue process, but cancelled the "Waiting for Technician" request. The service then closed down nicely and uninstalled, just as one should expect.
     
    Obviously the service did not close nor uninstall for my client. With this particular client we solved the problem by
  • stop the windows service: "LogMeIn Rescue"
  • change if from automatic to manual (possibly not necesarry)
  • delete the service from the registry using the following command from MS-DOS-prompt:
      sc delete "LMIRescue"
    br
    rrekdal
     
  • Contributor

    RE: Rescue service still running on client PC


    ORIGINAL: rrekdal

    Hi again,

    I was able to get in touch with European support on phone, and thyy referred to a service called "LogMeIn Rescue" that might not have been removed at session closure. I have therefore done the following test
  • create a session with my home computer as client computer.
  • allow for "switch user option" to force the Rescue.EXE program to be restarted as a windows service e.g. "LogMeIn Rescue", service settings was found in registry key:
    HKLM\SystemCurrentControlSet\Services\LMIRescue
    After this I had 2 rescue.exe processes, in addition to a process called "Support-LogMeInRescue.exe
    I next :
  • broke the connection with the client computer and killed the 3 processes above.
  • terminate at Tech Console without ending session
    The result of this "non-standard" behavior was that the client computer poped up with the "Waiting for Technician" which in the meantime had closed down.

    So far this is as expected because both the "Reboot" option and "Log on as another user" must allow the rescue process to regain execution after rebooit/user switching.

    This time I did not kill the rescue process, but cancelled the "Waiting for Technician" request. The service then closed down nicely and uninstalled, just as one should expect.

    Obviously the service did not close nor uninstall for my client. With this particular client we solved the problem by
  • stop the windows service: "LogMeIn Rescue"
  • change if from automatic to manual (possibly not necesarry)
  • delete the service from the registry using the following command from MS-DOS-prompt:
    sc delete "LMIRescue"
    br
    rrekdal



    +5 for the command syntax. i'll update our knowledgebase with that vs. having to remote in and manually delete the reg key.
  • Paul McGurn
    Manager, LogMeIn Support
    New Contributor

    LogMeIn Rescue will not go away!

    Microsoft tech support used LogMeIn Rescue to remotely access my machine but now the program keeps trying to connect over and over again.  I tried to uninstall the program but it is not there.  I used task manager to find out where it is at, but it's in a temp directory I am unable to open.  Is there any way to get rid of this thing?  It keeps poping up and trying to connect and no matter how many times I close it or use task manager to kill it it will not die.

    Retired LogMeIn Contributor

    Re: LogMeIn Rescue will not go away!

    It sounds like the technician was not disconnected cleanly after having restarted as a system service.

     

    To remove a stuck applet, the first thing you need to do is to stop the service and the task.  Sounds like you already have the task manager part down.  The service is accessed via the Administrative Tools in the Control Panel, or by typing services.msc in the Search or Run box.

     

    Once in the services menu, find the LogMeIn Rescue service, and open it.  Copy down the service name (top line), and then stop this service.  Close the window.

     

    Now open an admin Command Prompt (Right Click on the command prompt icon and choose Run as Admin, not needed on XP though) and type the following command:

     

    sc delete <insert service name>

     

    Once deleted, you will be able to remove the files, since they are no longer running.

     

    If you need assistance with this, please reach out to our Support Line

    Sean Keough
    Product Specialist, LogMeIn Support
    New Contributor

    Re: RE: Rescue service still running on client PC

    I dont understand "terminate at Tech Console without ending session", does this mean shutting down the LMIN console without first ending/disconnecting the session with the client?

     

    Also if your client crashes then this occurs as well?

     

    ugh

    Retired LogMeIn Contributor

    Re: Rescue service still running on client PC

    Hi There,

     

    If a technician ends a LogMeIn Rescue session while disconnected from their client (either during the process of a reboot or because of connectivity problems), it is possible that the applet may not remove itself properly. This will cause the LogMeIn Rescue applet to launch upon every Windows startup.

    Follow the steps below to remove the applet. You must be a Windows Administrator to perform these actions.

    1. Close any applet that is currently running. 
    2. Open Services:
      • Click Start > Run. The Run window is displayed.
      • Type services.msc and click OK. The Services window is displayed.
    3. Find the entry referencing LogMeIn Rescue. Open it, and if you can, copy the Service Name.  If you cannot copy the Service Name, copy the long string of letters and numbers in the Description.  
    4. Close the Services window.
    5. Open the Command Prompt:
      • Click Start > Run. The Run window is displayed.
      • Type CMD and click OK. The Command Prompt is displayed.
    6. In Command Prompt:
      • If you could copy the Service Name, type SC DELETE , then right click and paste the service name.
      • If you could only copy the Description, type SC DELETE LMIRescue_, then right click and paste the string, and delete any parenthesis that may have come with it.

        Note: Repeat the above steps for however many Applets remain.
    7. Open Computer and navigate to C:\Users\<username>\AppData\Local and delete the LogMeIn Rescue Applet folder. You will not be able to delete the folder if the LogMeIn Rescue applet is still running.

      Note: If you cannot see the folder, this is because it is hidden by default. To unhide this, press the Alt key on the keyboard, click Tools > Folder Options > View, select Show hidden files and folders, and click OK.
       
    8. Reboot the PC.

     

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