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CraigLEBC's avatar
CraigLEBC
New Contributor
5 years ago

Session disconnects as soon as I click Start Session

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?

 

----------------

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)

 

5 Replies

  • TaherD's avatar
    TaherD
    New Member
    4 years ago

    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's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    Thanks for confirming everything, Craig.

  • CraigLEBC's avatar
    CraigLEBC
    New Contributor
    5 years ago

    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's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    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?