Yesterday I ran into an issue where a user couldn't remote into her computer. She indicated that she was able to successfully remote in last week and I can see where she did in the logs. But yesterday when she logged in the session would just hang at the popup where it's connecting to the remote host machine with the progress bar cycling through it's left to right and starting over again. To compound the matter the user indicated that she didn't remember the passcode for the workstation.
I RDP into the host workstation and note that the icon in the taskbar is missing. I uninstall the host software, reinstall it and goto register it and it repeatedly fails. I read somewhere that that process doesn't work well in RDP for some reason in a dated article from 2017. So I get someone at the site to login to the host computer and allow me to vnc into it to complete the registration. This still does not allow me to connect and the icon in the task bar continues to crash. I repeat the process multiple times. Call into support and after an hour get through. We try a full uninstall using revo uninstaller per the tech's recommendation. Then reinstall through an RDP session that the tech said should work and still the same initial result of not being able to register the host software with the portal. Tech takes some logs and tells me he will send along the ticket information and contact me later. Never received the ticket info or anything yet. Checked spam filters, etc nothing was even sent.
So with that background out there a couple questions.
1. Can you perform the host software install through an RDP session to the workstation where you're installing it? Or does it have to be done by the user onsite though them actually physically logging into the computer.
2. Is there anything specific in the logs i should be looking at? There appears to be four subsets of logs: GoToOpener, GoToMyPCHost, GoTOMYPC Host installer, and GoToMyPCViewer. The GoToMyPC_Installation.log file has a series of errors listed but ends with this statement.
"MSI (c) (28:FC) [14:42:10:888]: Windows Installer installed the product. Product Name: GoToMyPC. Product Version: 10.2.2652. Product Language: 1033. Manufacturer: LogMeIn, Inc.. Installation success or error status: 0."
So it appears to be successful?
3. Is it normal for support to not followup with an email after a phone support call? Should I assume that since i haven't recieved one yet that I should call back and try and get another tech? Or is it normal to not get an initial email for the ticket.
Any help would be appreciated.
Thanks.
-Dan
