Session disconnects as soon as I click Start Session

[CraigLEBC]

Logmein Technician Console used to work fine, until it recently updated.

Now every time I click Start Session, the session disconnects.
This happens whether I connect to a PC or mobile phone.

I've tried uninstalling / reinstalling / rebooting, but the issues perisists.

Any one know of a fix?

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16:13 Connecting to: control.rsc-app14-06.logmeinrescue.com (173.199.31.40:443)
16:13 The connection to the customer was lost. This session will reconnect if and when the customer reestablishes a network connection.
16:13 Disconnected (Applet)

[AshC]

Hi Craig,

Can you state which operating system and Rescue app version you're working with there?

Do you see the same behavior through alternate networks?

[CraigLEBC]

Thanks for the reply. I really needed to sort it, so I did a clean sweep on my computer.

- Uninstalled the Technician Console

- Deleted all Logmein entries in the windows registry

- Deleted all Logmein folders on the C drive

- Deleted all Logmein data in my windows user profile > app data folders

- Rebooted and reinstalled the Technician Console

And it's working today now.

Kind Regards,

Craig

[AshC]

Thanks for confirming everything, Craig.

[TaherD]

Hi, I am facing this issue at the moment. 

When the client connects via the support.me site we are able to have a successful remote session.

However when windows clients connect via the calling card, the session disconnects as soon as i click on start Session.

I suspect this is due to the 2 sessions using differents IP / Domains when connecting to the console. Could you please provide the IP addresses / domains used on the logmein rescue side when using the calling card.

we may need to add them to our white list.

[AshC]

Hi @TaherD 

I'm sorry I can't say which IPs will be used for client connections, but the IP range for Rescue (along with other GoTo products) can be found here: https://support.logmeinrescue.com/rescue/help/allowlisting-and-rescue