Windows XP - lmi_rescue.exe crashes on startup

Hi all

I have a Windows XP Pro SP3 (OEM) fresh installation with all updates including the March 2014 Root Certificates Update KB 931125. The hard drive, memory and cpu all seem to check good. 384MB RAM with P3 700 CPU. This really seems to just be a LMI Rescue software problem, possibly somehow use an older client to connect?

We have to get this up and running so our software company can remote in to setup the software on this industrial control PC, they use LMI Rescue. Any help is greatly appreciated!

Windows log shows Application Error, Event ID 1000

Faulting application lmi_rescue.exe, version 7.4.398.1701, faulting module lmi_rescue.exe, version 7.4.398.1701, fault address 0x00056aed.

It does not appear to be a certificate issue because it does not even get that far. I get the "LogMeIn Rescue has encountered a problem and needs to close" error. Before choosing no (so the temp files would still exist) I copied the temp folder in "user\local settings\application data\logmein rescue applet" to try and get an idea of what was happening. Here is the text document inside of the diag folder, I also have the dump file.

2014-03-13 19:47:32 (up for 4 seconds)

LogMeInRescue 7.4.398 (Mar 7 2014 12:36:41)

Windows (NT) 5.1.2600. Service Pack 3

illegal instruction at 0x456aed

thread 0xf44

kernel32.dll (0x7c81776f) : RegisterWaitForInputIdle

lmi_rescue.exe (0x549d86) : <unknown function>

lmi_rescue.exe (0x40b2a7) : <unknown function>

lmi_rescue.exe (0x42bdaf) : <unknown function>

USER32.dll (0x7e418a10) : DispatchMessageW

USER32.dll (0x7e4189cd) : GetWindowLongW

USER32.dll (0x7e418816) : GetDC

USER32.dll (0x7e418734) : GetDC

lmi_rescue.exe (0x474acb) : <unknown function>

lmi_rescue.exe (0x4746d2) : <unknown function>

lmi_rescue.exe (0x45b4e4) : <unknown function>

lmi_rescue.exe (0x473ae5) : <unknown function>

ntdll.dll (0x7c90e473) : KiUserCallbackDispatcher

USER32.dll (0x7e428eec) : DefWindowProcW

USER32.dll (0x7e428ea0) : DefWindowProcW

USER32.dll (0x7e418816) : GetDC

USER32.dll (0x7e418734) : GetDC

lmi_rescue.exe (0x474acb) : <unknown function>

lmi_rescue.exe (0x4746d2) : <unknown function>

lmi_rescue.exe (0x47d4cd) : <unknown function>

lmi_rescue.exe (0x47e2d1) : <unknown function>

USER32.dll (0x7e4292e3) : SendMessageW

USER32.dll (0x7e42927b) : GetParent

USER32.dll (0x7e418816) : GetDC

USER32.dll (0x7e418734) : GetDC

lmi_rescue.exe (0x474acb) : <unknown function>

lmi_rescue.exe (0x47470c) : <unknown function>

lmi_rescue.exe (0x44b52f) : <unknown function>

lmi_rescue.exe (0x456884) : <unknown function>

lmi_rescue.exe (0x4569e5) : <unknown function>

lmi_rescue.exe (0x456aed) : <unknown function>

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Accepted answers

squareguy

Appears this issue is related to having a pre Pentium4 CPU. Pre Penium4 CPU's do not have SSE2 instructions and that is the culprit. I finally got enough information together and a knowledgable LMI technician on the phone to figure this out.

Thanks Dana!

All comments

KVal

What I did/do is log in as admin, or at least a not used account at the time it started, and browse to doc and settings of the normal user, and kick out everthing called/named logmein....

Then iyou can use the account again.

ajurna

What do we do when they are caught in a reboot loop?

KlaasValstar

I received , in answer of this issue this answer from LMI:

This is currently a known issue affecting computers running Windows XP Service Pack 2. Your customers will need to upgrade to XP Service Pack 3 in order to fix the issue.　

If there is some restriction not allowing them to update, we are currently working on a fix that will be pushed through the client app that is downloaded from Logmein123.com.　

So wait a while and it will be solved.

Greetings.

JeffCox

Same issue ... this is recent and is happening on virtually every remote XP Computer. If this issue is not addressed, LMI becomes virtually worthless to us.

KVal

We suffer from allmost the same, till next week no problem to let customer with XPSP2 let connect even with systemservice added during connection. No we cannnot do that anymore, the XP machine gets a blue screen, some restart and some do not come back completly. What can be the cause, while XPSP2 and the PC's and the procedure did not change. Is LMIRescue changed meanwhile? And can that be reversed.??

Help, we are now unable to help the customers with XP, and are forced to let them use teamviewer... But we pay a lot for LMI rescue so hope for a solution...

Greetings Klaas Valstar

squareguy

Thanks Dana!

squareguy

I created a trial account for LMI Rescue, generated a pin code, tried to connect and got the exact same issue. Not looking good. I am going to try and find a XP installation disc with SP2 or lower, fresh install, then manually install SP3 (Instead of XP with SP3 already slipstreamed) and then load only the Root certificate update. Any ideas?

squareguy

I may be wrong but I think it may be trying to launch ra64app.exe with seems to be a 64-bit GUI launcher for LogMeIn Rescue? I forgot to mention the application window does open but is completely blank within its window. Only the Window label is visible and it does show the company name of our software provider along with the minimixe and close buttons.

I would be very willing if someone could give me a code to try and connect just to see if it our software vendors configuration for LMI Rescue. It isnt a security concern for us because we will just reload it afterwards.