Today, all of our computers started slowly showing that they don't have LMI AntiVirus on them anymore even though it is clearly installed. Wonder if LMI pushed an update that broke it.
I think our organization is just going to completely uninstall LMI AV from every computer and look into a different AV solution. However, we will only move forward with that if I can get a discount on the already high price I'm paying because of the lack of support of a feature that they provide, and I'm paying for, but can't use.
Hard to believe there is no official statement from support on this at all. It's just a broken product now at this point that isn't functional.
Nothing but crickets from LogMeIn support on this issue.
I haven't heard anything back from my original support request that I submitted early last week.
Still no update from LMI Support?
Another lengthy fix is to uninstall LMI AV, reboot, then push the install out from the Dashboard. I just got done testing this and it does work.
The quickest fix is still deleting the client from the dashboard, connecting in remotely to the client via a non-LMI remote alternate, and rejoining the client by re-entering credentials in the LMI GUI on the client machine.
Has LogMeIn given any indication that they found the cause of this problem so that it doesn't happen again? I wouldn't want to get this resolved only to have it break again in a week or two.
ATTENTION LOGMEIN SUPPORT:
We need further advice. This solution you have provided to all of us is still not working. We have wasted countless hours trying to get our client status back to green and it's a 50/50 solution which is not acceptable. We still don't know what caused this problem on your side. We don't have time to sit on the phone for hours with your support to get zero answers. You need to step up and help your clients. We are paying for this solution and can't actively monitor it as we are supposed to. Please help.
We have not had to restart the PC/reinstall AV to fix this problem. In fact, when we tried restarting/reinstalling on some clients then waiting 24 hours, the console still showed a problem with AV. In our experience, the problem eventually resolves itself on its own.
I agree with everyone else. This is not the ultimate fix. We are seeing 50/50 results with this resolution and that is not acceptable. Can logmein support chime back into our thread with further information?
@MaVeN wrote: Same story here. 900 Endpoints with Windows Update issues and now LMI AV issues and the fix is to manually touch each machine (really?!). To be honest, I am OK with the issue as it can happen to all/any of us. The problem is:- lack of communication- poor support- no priority to fix- no real (RMM) solution to fix- no upgrades to platform for long-term stability I hate to say it, but it may be time to start to look for a new RMM partner and that really stinks. Unfortunately things are getting worse here, not better.John
Same story here. 900 Endpoints with Windows Update issues and now LMI AV issues and the fix is to manually touch each machine (really?!).
To be honest, I am OK with the issue as it can happen to all/any of us. The problem is:
- lack of communication
- poor support
- no priority to fix
- no real (RMM) solution to fix
- no upgrades to platform for long-term stability
I hate to say it, but it may be time to start to look for a new RMM partner and that really stinks. Unfortunately things are getting worse here, not better.
John
You hit the nail on the head with this one. You can do all the testing in the world on new releases/features, but bugs will appear and exist. Just how software development works. However, it's how those bugs are addressed that makes the difference. Even an acknowledgement by LMI to say that it's a known issue that they are looking into would give us some confidence.
As it stands, this is our last contract with LMI Central. We were on the fence when we signed our last agreement and hoped it would get better. It has not. It's been the same pattern of no communication, slow support, and lack of acknowledgement when there is an issue.
It's sad, because it in the past, their support was top notch. It's gotten progressively worse the longer we've stayed with them.
All that being said, I'm sending this entire community post to our Account Manager as well as the ticket I submitted to show where my decision comes from when I choose not to renew and I encourage others to do the same. At least those Account Managers will have the information in front of them as to why their customers are leaving.
This workaround works perfectly see below (for couple of users it could be useful) but I am waiting for a global solution as I have 700 users to fix.
One at a time...Dashboard -> remote control -> computer management -> reboot options -> restart logmein
Tried to call them just now --> give up after 30min on hold
Can you provide the O2M instructions support gave you? I still haven't heard back from support yet.
You are lucky guys you have O2M... what happened if I have 700 laptops and not O2M...
Doing one by one manually.... No way....
Manually restarted the service on one PC via remote control -> computer management -> reboot options -> restart logmein and it fixed.
Tried a O2M per support's instructions and it failed with blank log (that's helpful)
Now need a O2M solution.
UPDATE:
Just called in to get an update. I was told that we need to restart either the service that runs LMI AV or restart the computer and then repush the LMI AV installation to the computer. They suggested using one 2 many.
They stated they became aware of the issue about 10 minutes before I had called. Not sure why it is happening yet.
They also stated that you may need to wait up to 24 hours to see the correct status on the AV console.
I totally agree with you.
This lack of communication is not possible and not professional.
Since my clients think they don't have the antivirus solution they are paying for I'm assuming LogMeIn will be discounting our costs this month in relation to the outage right?
Also the fact that they have not admitted the issue on their status page is alarming. We deserve answers. We deserve updates several times a day. For the amount of money we pay for this service this is a massive fail on LMI support part.
We really need a page with advisories/status updates on it. Not just for this issue, but for all issues. Hopefully Central Support is 'listening' to feedback in the forum.
No update yet, but I am about to call in. But now a good portion of the affected computers are saying that LMI AV is no longer installed and it is just using windows defenders.
I do not think so, I tried to look for any other way to know the status, their answer was :
Call back tomorrow.... Grrrr
According to their staus page, everything is a-ok! https://status.logmeinaccess.com/
Does Central Support post any advisories about major issues like this?
Hello everybody,
I called this morning 12 Feb 2020 at 10:00am (UTC +1) and they were still investigating on that.
No more information about the resolution of the problem. I have more than 700 laptops with the same status
They told me to get any news, I need to call back tomorrow.
Cross fingers that this issue will be solved asap.
Still no update and all computers still alerting for AV issues.
Just spent a little more than half an hour with support generating a ticket that should be to level 3 by now. I'll keep you posted
That is not an acceptable response, we have too many seats for that. My team is also opening a ticket with them. If you get a reply share on the message board. We will do the same.
I have a support ticket in with them. If I hear back in the next week, I'll be lucky. Last time something like this happened they denied it was an issue for over a week and then when they finally acknowledged it, they told us we had to uninstall AV on every system and re-deploy it. Needless to say, I wasn't amused.
We are seeing the same problem with all of our customers. Have there been any communication from LMI on what happened or when this will be fixed. I have clients paying for AV and are calling to ask why they are getting notifications that it's not installed on their computers.
Same with my users
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