Forum Discussion

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)

 

  • TaherD's avatar
    TaherD
    New Member
    3 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

    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?

    • 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

        Thanks for confirming everything, Craig.