Forum Discussion

sbenson's avatar
sbenson
New Contributor
6 months ago

Rescue Assist w/ AWS Workspaces

We recently began the migration to AWS workpsaces for our DAAS. Our technicians use LMI Rescue Assist Tech Console regularly to support our customers. Inside the workspaces we are getting this when trying to connect:

 

[2024-06-12 7:31:43 PM] Host site: secure.logmeinrescue.com
[2024-06-12 7:31:43 PM] === Console started (7.50.3580 64-bit) ===
[2024-06-12 7:31:45 PM] Start Console communication error. Error code (7), Last error (0).
[2024-06-12 7:31:59 PM] Logging out

 

This is for all users and we get a similar error when attempting to use the web tech console.

 

Any ideas?

  • GlennD's avatar
    GlennD
    GoTo Manager
    6 months ago

    Hi sbenson, welcome to the community.

     

    I have been researching this, but there is some confusion about which of our services you are using. When I looked up your account I saw that you have GoToAssist licenses, but in your post you are referencing LMI Rescue? 

     

    Initially, what we now call GoToAssist Remote Support v5, we called RescueAssist (but the name did not end up sticking). 

     

    • sbenson's avatar
      sbenson
      New Contributor
      5 months ago

      Thanks for the response Glenn. I am using rescue assist in this scenario.  A customer we support uses rescue assist and we have a seat under their account separate from the RDSPOS account. 

  • sbenson's avatar
    sbenson
    New Contributor
    6 months ago

    Additional logging appears to throw a SOAP error. 

     

    ===============================================================
    [2024-06-12 7:45:38 PM] PID: 2104
    [2024-06-12 7:45:38 PM] SOAP URL: https://secure.logmeinrescue.com/WebServices/TechnicianConsole.asmx
    [2024-06-12 7:45:38 PM] hResult: 0x80004005
    [2024-06-12 7:45:38 PM] SOAP Error: SOAPCLIENT_SOAPFAULT (a SOAP fault was returned by the server)
    [2024-06-12 7:45:38 PM] REQUEST:---------------------------------------------
    POST /WebServices/TechnicianConsole.asmx HTTP/1.1
    Accept: text/*
    SOAPAction: "http://microsoft.com/webservices/startConsole_v7_50"
    Content-Type: text/xml; charset=utf-8
    User-Agent: VCSoapClient
    Host: secure.logmeinrescue.com
    Content-Length: 543
    Connection: Keep-Alive
    Cache-Control: no-cache

    <soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/"><soap:Body><startConsole_v7_50 xmlns="http://microsoft.com/webservices/"><iTechConsoleVersion>3580</iTechConsoleVersion><aComputerID>IOi3VvWHxblrhPS9Pb86sg==</aComputerID><osInfo><iOSLMI>16782080</iOSLMI><iOSSpec>1164115978</iOSSpec></osInfo><sLanguage>en</sLanguage></startConsole_v7_50></soap:Body></soap:Envelope>
    [2024-06-12 7:45:38 PM] RESPONSE:--------------------------------------------
    HTTP/1.1 500 Internal Server Error
    Cache-Control: private
    Content-Type: text/xml; charset=utf-8
    Server:
    X-UA-Compatible: IE=10
    X-Client-IP: 3.225.4.98
    X-Server-IP: 10.245.2.137
    Strict-Transport-Security: max-age=31536000
    Date: Thu, 13 Jun 2024 00:45:37 GMT
    Content-Length: 441

    <?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"><soap:Body><soap:Fault><faultcode>soap:Server</faultcode><faultstring>Server was unable to process request. ---&gt; Object reference not set to an instance of an object.</faultstring><detail /></soap:Fault></soap:Body></soap:Envelope>