Forum Discussion

Timyarb's avatar
Timyarb
New Contributor
6 years ago

Cannot launch remote control session to unattended client

I have been trying to connect to a computer and it will show me the unattended host it will connect and once i try to start a session if gives me the below error over and over. I looked up the error ...
  • Dwarne_ACS's avatar
    Dwarne_ACS
    New Contributor
    6 years ago

    I have seen this post before stating the resolution was the rescue console was out of date, I have ensured I am running the most current console.

    Console version: 7.13.3413 (64 bit)

    OS: Win 10 Pro (64 bit)

    Version:1809 OS build: 17763.292

     

    Issue:  when using tech console, creating a PIN# and sending to user, user sees normal process, sounds alert as if connection is ready.  On console, pressing the green play button results in the following error in the log, no connection can be made.  This has been tested with multiple connections on mulitple computers with same results.  I can run a console on another PC and it will work so it is not an account issue, verified by logmein support team. 

    I believe it may be a firewall or PC setting however I cannot figure it out, looking for suggestions.  It was working on the PC when I first installed, PC is 2 weeks old.  Not Windows updates are listed in update log between time it was working and stopped working.  Not running Macafe protection, only Win Defender.

     

    [2019-01-24 8:42:05 AM] === Console started (7.13.3413 64-bit) ===
    [2019-01-24 8:42:05 AM] Host site: beta.logmeinrescue.com
    [2019-01-24 8:42:09 AM] Console configuration has been retrieved
    [2019-01-24 8:42:15 AM] Console ready
    [2019-01-24 8:42:35 AM] Generating PIN Code...
    [2019-01-24 8:42:35 AM] Private code 831650 has been generated
    [2019-01-24 8:43:28 AM] Starting session 669470552...
    [2019-01-24 8:43:31 AM] Pick-up communication error. Error code (7), last error (0).
    [2019-01-24 8:43:32 AM] Starting session 669470552...
    [2019-01-24 8:43:34 AM] Pick-up communication error. Error code (7), last error (0).
    [2019-01-24 8:43:37 AM] Starting session 669470552...
    [2019-01-24 8:43:39 AM] Pick-up communication error. Error code (7), last error (0).
    [2019-01-24 8:43:43 AM] Chat log has been retrieved
    [2019-01-24 8:43:50 AM] Ending session 669470552...
    [2019-01-24 8:43:51 AM] Session 669470552 has been closed

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    Dwarne_ACS  Sorry, has your connection issue cleared up since this morning?

     

    • Dwarne_ACS's avatar
      Dwarne_ACS
      New Contributor
      6 years ago
      Yes, still having the issue
      • AshC's avatar
        AshC
        Retired GoTo Contributor
        6 years ago

        Dwarne_ACS 

        1. On the host computer, click on the LogMeIn icon in the System Tray.
        2. Click LogMeIn Control Panel.
        3. Click the About tab.
        4. Click on Check for Updates.
        5. Follow on-screen instructions.

  • Dwarne_ACS's avatar
    Dwarne_ACS
    New Contributor
    6 years ago

    Thanks for the response, when you say the "LMI Client" are you reffering to the Logmein Rescue console?  If so, the console states it is up to date, where do you recommend I find an updated version?