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issue with connecting to sessions using the LogMeInRescue Tech console version 7.5
With the new update to version 7.5, our LogMeIn Rescue Technician Console sessions are not working as smoothly or efficiently as previously.
We have several staff members using the program to remotely connect to client computers and what's happening is the following:
the remote session does not connect as quickly as prior to the update
the remote session does not automatically connect, the message we'll see is 'connecting' and it'll stay like that for around 30 seconds. At which point it won't actually connect us, it'll revert back to where we need to click the 'Launch Remote Control Session' option one more time to successfully connect.
we're all using Windows computers and our clients (that we're connecting to) all are using either Windows 10, 11, 32/64 bit and sometimes we connect to MAC's
We have tried uninstalling and reinstalling the LogMeInRescue Tech Console to no avail.
Do you know why this is happening and what the fix will be?
15 Replies
raahh If your connection issue persists, we'll want to document the environment with local logs from the affected machine: https://support.logmeinrescue.com/rescue/help/how-do-i-contact-rescue-customer-support
session9336 raahh Version 7.5 should be available for download. For more info, please see the FAQs about this version here: https://support.logmeinrescue.com/rescue/help/rescue-75-faq
Let us know should you experience any problems.
Hi, good question. I don't know. I haven't received a reply yet from logmein
on the status of this request. Still waiting...
Hello, is there any word on if the latest version release that has the fix for these issues.
smather I apologize for the difficulty there.
Can you try having the end user enter the pin on beta.logmein123.com which contains a version of the applet with the fix?
The scheduled release for this is next week, but please let us know if the beta works or not.
- thanks. I have version 7.5. I reached out to Rescue and the rep said downgrading will not help because they have a new API that's not compatible with old version.
Long story short, they told me this is a known issue and it's affecting some users but not all. They're programmers are working on a solution and as soon as one is available they'll email me to let me know. That was 1 week ago, no response yet.
I can post here again once I hear a reply. Since rolling back to 7.12 didn't solve the problem, I've considered going back even further. However, it probably would not help. I suspect whatever was broken by version 7.5 will stay that way until they issue a fix.
After rolling back to 7.12, the problem persists. I just wait until it times out and try a second time to connect to share the desktop. It connects immediately. So the main problem is the delay.
