Client cannot connect: Error 12031

[mcon]

Hi,

Beginning today, Logmein client no longer successfully connects to the webservice. System is stable and was performing as expected as of last Friday. Win 7, TLS 1.0, 1.1, 1.2 enabled, SSL disabled, all firewalls disabled. No changes to problem system, not even a restart.

After numerous retries, and successful connections on other systems, a reinstall of the LMIClient was attempted with the same result:

2023-10-23 19:29:02.324 - Info - LogMeInIgnition:8616 - Main - - LogMeIn Client version: 1.3.5514 (Sep 5 2023 12:59:49)
2023-10-23 19:29:02.404 - Info - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file "C:\Program Files (x86)\LogMeIn Ignition\LMIIgnition.exe" is signed and the signature was verified.
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The trust provider information acquired successfully.
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signer from chain retrived successfully.
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signature time is 05/09/2023 at 04: 1:17
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file signer is "C=US, S=Massachusetts, L=Boston, O="LogMeIn, Inc.", CN="LogMeIn, Inc."".
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp time is 05/09/2023 at 04: 1:17
2023-10-23 19:29:02.404 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp signer is "C=US, O="DigiCert, Inc.", CN=DigiCert Timestamp 2023".
2023-10-23 19:29:02.464 - Info - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file "C:\Program Files (x86)\LogMeIn Ignition\RACtrl.dll" is signed and the signature was verified.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The trust provider information acquired successfully.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signer from chain retrived successfully.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The signature time is 05/09/2023 at 04: 1:27
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The file signer is "C=US, S=Massachusetts, L=Boston, O="LogMeIn, Inc.", CN="LogMeIn, Inc."".
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp time is 05/09/2023 at 04: 1:27
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - - - WIN-[REDACTED]\[REDACTED] - 08616 - 0x00000CDC - The timestamp signer is "C=US, O="DigiCert, Inc.", CN=DigiCert Timestamp 2023".
2023-10-23 19:29:02.464 - Info - LogMeInIgnition:8616 - main - - LogMeIn Ignition started.
2023-10-23 19:29:02.464 - Debug - LogMeInIgnition:8616 - LMISSLInit - - Using: OpenSSL 1.1.1t 7 Feb 2023.
2023-10-23 19:29:02.474 - Debug - LogMeInIgnition:8616 - InternetOpen - - Internet handle successfully opened. Not using proxy server
2023-10-23 19:29:02.474 - Debug - LogMeInIgnition:8616 - URL scheme - - Check URL scheme and command executable
2023-10-23 19:29:02.474 - Debug - LogMeInIgnition:8616 - URL scheme - - Found URL scheme registration, application exists
2023-10-23 19:29:02.474 - Info - LogMeInIgnition:8616 - Main - - LMIIgnition MAIN process is starting.
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - InternetOpen - - Internet handle successfully opened. Not using proxy server
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - Test Proxy - - Starting HTTP connect. ComputerName: [webservice.logmein.com] port: [443]
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - Test Proxy - - Requesting /networktest.html
2023-10-23 19:29:02.654 - Debug - LogMeInIgnition:8616 - Test Proxy - - Sending HTTP request
2023-10-23 19:29:02.874 - Debug - LogMeInIgnition:8616 - Test Proxy - - Request headers:
GET /networktest.html HTTP/1.1
Content-Type: text/html
User-Agent: RAConsole
Host: webservice.logmein.com
Cache-Control: no-cache

2023-10-23 19:29:02.874 - Debug - LogMeInIgnition:8616 - Test Proxy - - Response headers:

2023-10-23 19:29:02.874 - Info - LogMeInIgnition:8616 - Test Proxy - - HTTP send request failed. Error message: [The connection with the server was reset (12031)]
2023-10-23 19:29:02.874 - Info - LogMeInIgnition:8616 - Test Proxy - - LoadURL failed. Error message: The connection with the server was reset (12031)

DNS flushes from cmd were attempted, as well as changing DNS servers. Finally, just ended up manually testing the response from webservice.logmein.com/networktest.html from browser on problem system is YESOK.

Any assistance would be appreciated.

[KateG]

Hi @mcon weclome to the GoTo Community. 

In case you haven't seen this similar thread, you may want to review.

For your instance, you mentioned you successfully connections on other systems, are these other systems running Windows 7 as well and are they on the same network as this computer that cannot connect?

[mcon]

Hi Kate,

Thank you, yes I did see that thread, and led me to verify the Internet Options for TLS and SSL (they were already previously enabled/disabled respectively).

I also found the following thread https://community.logmein.com/t5/Pro-Discussions/LogmeIn-Client-shows-offline-Cannot-connect-to-it/t...which shows the same error in the UI, however the solution, if there was one, was not shared.

There was also this thread: https://community.logmein.com/t5/Pro-Discussions/LMI-Control-Panel-can-t-connect-to-network/m-p/3094... which also shows the same issue, along with a Win 7 machine.

In response to your question, the other systems are not Windows 7, the issue seems to only be affecting Windows 7.

It's interesting to note that the issues above, including the one you posted, are all within the last two months.

Thank you for your attention to this.

*edit, just after posting this, I noticed another new thread by user philbud with apparently all of a sudden new connection issues... also Win 7 machine.

[KateG]

Hi @mcon thanks for the further information. There have been a few reports recently with Windows 7, I agree. 

The Community experiences have been reported to the team. The current recommendation is to make sure you are fully updated especially on security-related patches for windows, this one in particular.

[mcon]

Thank you @KateG. Yes, I had previously seen a recommendation for that update, and confirm that that one had been applied, and is up to date.

Please let me know if your team discovers anything.

[mcon]

Hi @KateG ,

I thought I would give an update as I'm seeing new behavior.

Previously I was unable to use any kind of control other than the limited functionality via the web browser. Clicking on remote control on the website would download a temporary client but would encounter the same offline error. This was retried just now and the downloaded termporary client now connects without any errors.

Thinking the issue was resolved, the installed app client on the problem system was retried, and resulted in the same offlilne 12031 error. Reinstalling the client had the same result. However, after reinstallation, launching the client from the website as indicated in the previous paragraph, no longer downloads a temporary client and asks if it's possible to use the LMIIgnition.exe in the installation folder on the problem computer (this was allowed), and it connects without issue.

To restate the problem as it currently stands. The installed client still shows an error if used on its own. However it is now possible to launch the installed client from the website. Ie, the standalone client requires a weblogin prior to functioning.

[venusparts]

I have a 10 and have had this problem for over 2 weeks. Rescue can't even stay connected and offers no solutions. No it is not my firewall. Uninstalled and problem persisted. 

[KateG]

@venusparts welcome to the GoTo Community. 

Can you let me know a bit more about your experience? Are you seeing the same error message? Are you able to connect via the website but not the client? 

[venusparts]

You can log on either way but it continually disconnects and reconnects with in seconds. From the control panel you can watch it do it. Rescue also had the same problem when trying to remote in. They couldn’t keep the connection to be able to look at anything.
I removed my security and it still occurred and I have uninstalled logmein twice and still the same problem.

[KateG]

@venusparts thanks for the additional details. I've added this to your support case, someone from our team should reach out to you shortly.