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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.

2 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.