Failed to connect to web gateway: The data is invalid

Question

Log will be attached, one of our Windows 7 machines will no longer go online. Have tried reinstalling multiple times same issue. Firewall is actually off so not related to that, we have also moved it around our network and still won't connect. Internet is active and working as tested multiple other services without issue. Please can we get some assistance on this? I tried raising a ticket/call but no luck. Also to note we have multiple Windows 7 devices and they working fine no issues.

2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - LoadUrl - Received response 200 [https://secure.logmein.com/myrahost/list.aspx?weighed=1&os=windows&buildnumber=15428]
2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - LoadUrl - received body:
OK
64471 control.lmi-app23-05.logmein.com
63840 control.lmi-app23-07.logmein.com
63827 control.lmi-app23-10.logmein.com
63600 control.lmi-app23-02.logmein.com
63453 control.lmi-app23-09.logmein.com
62912 control.lmi-app23-01.logmein.com

2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.31:443/http - Aborted (rcvd 29881 bytes, sent 834 bytes).
2024-04-26 11:43:10.154 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - Connecting to web gateway control.lmi-app23-07.logmein.com:80...
2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Setup socket for connecting to control.lmi-app23-07.logmein.com on port 80...
2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Resolving address for control.lmi-app23-07.logmein.com...
2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Connecting to control.lmi-app23-07.logmein.com on port 80...
2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80 - Connected (SSL: yes).
2024-04-26 11:43:10.154 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - SSL handshake started.
2024-04-26 11:43:28.687 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - Certificate chain verification failed, trust status: 20/100.
2024-04-26 11:43:28.687 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - 2: CN=DigiCert Global Root G2, OU=www.digicert.com, O=DigiCert Inc, C=US; S#=03:3A:F1:E6:A7:11:A9:A0:BB:28:64:B1:1D:09:FA:E5; trust 20/10c.
2024-04-26 11:43:28.687 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - 1: CN=DigiCert Global G2 TLS RSA SHA256 2020 CA1, O=DigiCert Inc, C=US; S#=0C:F5:BD:06:2B:56:02:F4:7A:B8:50:2C:23:CC:F0:66; trust 0/102.
2024-04-26 11:43:28.687 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - 0: CN=*.lmi-app23-07.logmein.com, O="GoTo Technologies USA, Inc", L=Boston, S=Massachusetts, C=US; S#=0E:9E:DC:E4:4F:82:8E:C7:99:F4:45:C1:DB:4D:21:F2; trust 0/102.
2024-04-26 11:43:28.687 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - SSL handshake done.
2024-04-26 11:43:28.687 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - Error (in SslHandshake): Certificate verification failed.
2024-04-26 11:43:28.687 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.206:80/websvc - Closed (rcvd 3821 bytes, sent 621 bytes).
2024-04-26 11:43:28.687 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - Failed to connect to web gateway: The data is invalid. (13)
2024-04-26 11:43:28.687 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - host-delay is 60s
2024-04-26 11:43:28.687 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - Will retry in 201s
2024-04-26 11:46:31.207 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - Connecting to web gateway control.lmi-app23-09.logmein.com:443...
2024-04-26 11:46:31.207 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Setup socket for connecting to control.lmi-app23-09.logmein.com on port 443...
2024-04-26 11:46:31.207 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Resolving address for control.lmi-app23-09.logmein.com...
2024-04-26 11:46:31.222 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Connecting to control.lmi-app23-09.logmein.com on port 443...
2024-04-26 11:46:31.253 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443 - Connected (SSL: yes).
2024-04-26 11:46:31.253 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - SSL handshake started.
2024-04-26 11:46:49.817 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - Certificate chain verification failed, trust status: 20/100.
2024-04-26 11:46:49.817 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - 2: CN=DigiCert Global Root G2, OU=www.digicert.com, O=DigiCert Inc, C=US; S#=03:3A:F1:E6:A7:11:A9:A0:BB:28:64:B1:1D:09:FA:E5; trust 20/10c.
2024-04-26 11:46:49.817 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - 1: CN=DigiCert Global G2 TLS RSA SHA256 2020 CA1, O=DigiCert Inc, C=US; S#=0C:F5:BD:06:2B:56:02:F4:7A:B8:50:2C:23:CC:F0:66; trust 0/102.
2024-04-26 11:46:49.817 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - 0: CN=*.lmi-app23-09.logmein.com, O="GoTo Technologies USA, Inc", L=Boston, S=Massachusetts, C=US; S#=09:45:85:66:39:40:93:34:90:30:48:94:79:47:2F:AC; trust 0/102.
2024-04-26 11:46:49.817 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - SSL handshake done.
2024-04-26 11:46:49.817 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - Error (in SslHandshake): Certificate verification failed.
2024-04-26 11:46:49.849 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.117:443/websvc - Closed (rcvd 3823 bytes, sent 621 bytes).
2024-04-26 11:46:49.849 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - Failed to connect to web gateway: The data is invalid. (13)
2024-04-26 11:46:49.849 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - host-delay is 60s
2024-04-26 11:46:49.849 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - Will retry in 214s
2024-04-26 11:50:06.086 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - WebSvc - Connecting to web gateway control.lmi-app23-01.logmein.com:80...
2024-04-26 11:50:06.086 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Setup socket for connecting to control.lmi-app23-01.logmein.com on port 80...
2024-04-26 11:50:06.087 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Resolving address for control.lmi-app23-01.logmein.com...
2024-04-26 11:50:06.090 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - Connecting to control.lmi-app23-01.logmein.com on port 80...
2024-04-26 11:50:06.099 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.73:80 - Connected (SSL: yes).
2024-04-26 11:50:06.100 - Debug - LogMeIn - NT AUTHORITY\SYSTEM - 02912 - 0x000016A8 - Socket - 158.120.18.73:80/websvc - SSL handshake started.

Thanks in Advanced.

kateg · Answer

Hi LewisPeters, welcome to the GoTo Community,&nbsp;
&nbsp;
&nbsp;An SSL handshake error usually occurs when there is an older version of the LogMeIn host or Client trying to make a connection. Can you confirm the software is on the most up-to-date version?&nbsp;

cmiller1 · Answer

I'm having this same issue on several windows server 2008 machines. Logmein is up to date and they've all been failing over the past month or so. The log keeps cycling the trust chain failure. Manually installing the digicert G2 into trusted root certificates didnt help.

2024-04-25 12:51:35.387 - Info - LogMeIn - NT AUTHORITY\SYSTEM - 07664 - 0x00000988 - WebSvc - Connecting to web gateway control.lmi-app24-01.logmein.com:443...
2024-04-25 12:51:35.676 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 07664 - 0x00000988 - Socket - 158.120.16.19:443/websvc - Certificate chain verification failed, trust status: 20/100.
2024-04-25 12:51:35.676 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 07664 - 0x00000988 - Socket - 158.120.16.19:443/websvc - 2: CN=DigiCert Global Root G2, OU=www.digicert.com, O=DigiCert Inc, C=US; S#=03:3A:F1:E6:A7:11:A9:A0:BB:28:64:B1:1D:09:FA:E5; trust 20/10c.
2024-04-25 12:51:35.676 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 07664 - 0x00000988 - Socket - 158.120.16.19:443/websvc - 1: CN=DigiCert Global G2 TLS RSA SHA256 2020 CA1, O=DigiCert Inc, C=US; S#=0C:F5:BD:06:2B:56:02:F4:7A:B8:50:2C:23:CC:F0:66; trust 0/102.
2024-04-25 12:51:35.677 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 07664 - 0x00000988 - Socket - 158.120.16.19:443/websvc - 0: CN=*.lmi-app24-01.logmein.com, O="GoTo Technologies USA, Inc", L=Boston, S=Massachusetts, C=US; S#=0F:FF:94:1D:96:43:0C:E9:95:71:B0:8B:F7:31:DA:A4; trust 0/102.
2024-04-25 12:51:35.802 - Error - LogMeIn - NT AUTHORITY\SYSTEM - 07664 - 0x00000988 - WebSvc - Failed to connect to web gateway: The data is invalid. (13)

glennd · Answer

Hi Cmiller1, welcome to the community.
&nbsp;
Your connection issue may be related to this: https://community.logmein.com/t5/Pro-Discussions/Error-when-connecting-Error-occurred-error-14094410-lib-20-func/td-p/314852&nbsp;
&nbsp;

smmnick · Answer

Have you tried installing the certificate in Local Machine, and not Current User?

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