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New Contributor

Unable to start Rescue session for some user profiles on some Windows 10 PCs

In 3 different instances over the past few months, I've been unable to start a remote support session on someone's Windows 10 computer. I have them go to logmein123.com and give them a pin and have them download the applet. When they run it, they get a UAC prompt that they accept. However on my end, it looks like they haven't accepted the prompt and I am given the option to either restart the applet as a System Service or launch a session without admin permissions. Either way I do it, the session does not start. When I try to launch a session it says "waiting for customer permission to remote control desktop" but even after they accept the prompt explaining what remote support entails, nothing happens.

 

The way I get around it is to have them log in with a different profile, and then go through the same process and it connects fine and then I am able to switch back to theirs. So it seems like it is profile-specific but it happens on multiple PCs. it also happens on newly created profiles which makes it seem like it isn't a profile corruption issue. This just happened to me today on a new PC.

 

It seems like it is a bug with the software. Is there anything that can be done to fix this? I've tried turning off Windows defender and Webroot antivirus but it hasn't helped.

8 REPLIES
LogMeIn Contributor sv5
LogMeIn Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

Hello mgomez,

 

Can you reproduce the issue any time with the affected profiles or just occasionally?
Could you try our Beta applet? You should just edit the private PIN code Link URL from the original https://secure.logmeinrescue.com/R?i=2&Code=123456 to https://beta.logmeinrescue.com/R?i=2&Code=123456 before send it to the client.

If you can still reproduce the issue with the beta applet, than you should call our call center and they will collect the necessary logs and info to be able to continue the investigation.

Regards,
Sandor

New Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

Thank you for sharing this link, Sandor. I will give it a try the next time I run into the problem. I may be able to reproduce it at will. I will try when the PC frees up for one of the people who had the issue.

New Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

I know this is an old thread but I wanted to say that the beta version worked! I was helping someone this week with a Windows 10 machine that someone had used LogMeInRescue on before and I wasn't able to get a session going, but when I sent them to the beta site, we were able to get it working. Thank you for the help.

New Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

@sv5 I have the same problem on windows 10 1709 build. The Logmeinrescue don't start a session with applet secure or beta. During the starting of the session, i receive the message : 'disconnected (applet)'.
Please help me. Thks

LogMeIn Contributor sv5
LogMeIn Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

Hello stcev1!

Could you collect your TC and Applet version numbers to me please? You can find the Applet version number in the top of the Applet log that you can find if you press the Ctrl+L on the applet.

Do you try to start Instant Chat (runs in the browser) or Applet (little application)

Regards,
Sandor

New Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

Hi @sv5

TC =  7.12.3325 64-bit and Applet = 7.11.416.2112 version numbers
Same problem with browser or soft. What's Instant Chat ?

LogMeIn Contributor sv5
LogMeIn Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

Hello again! @stcev1

The Instant Chat is a web based chat that runs in the browser. What do you mean under "Unable to start Rescue session for some user profiles on some Windows 10 PCs"

Can you start the session on the same PC with different user?

 

New Contributor

Re: Unable to start Rescue session for some user profiles on some Windows 10 PCs

Hi @sv5,  TC is working with rescue applet on android platform.

TC is not working with rescue applet on windows platform. Problem with SSL ?