Logmein not saving logon information

When I open up the LMI Client, it asks for my password & then gives me the option to tick the box to say I trust this machine. It then proceeds to request an SMS code, which is fine as I set this up in case I lose my laptop or someone tries to hack my access - I do have access to some secure sites - this is all fine.

Problem is when I log on the next time on the smae machine I get the message "Saved Password Invalid, enter password Manually" and I have to do the whole rigmarole again, including SMS. This can be a pain when I'm somewhere with WiFi but no phone signal - i.e. most of my sites. I've tried running as Administrator but no difference.

Any reason the system does not retain the trusted device status & remember the password, saving me waiting for an SMS every time? Running Windows 10 Pro 64 Bit.

Thank you

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Accepted answers

GlennD

Hi, thank you for your patience.

I am marking this post as the solution temporarily so that everyone sees this update. It is not the final solution.

I met with some of our team this morning and can provide an update.

The team is currently investigating 3 different scenarios related to login issues that have been reported by customers
They have been able to reproduce 1 of them and a fix will be released for it very soon
We continue to investigate the other two and the root cause
This is the top priority for the team

All comments

AC17

As of this morning it still hasn't asked me to log in. 🤞

edgarj

Seems to be fixed now!! Could anyone else verify?

JimmieMetcalf

Any update on this? We have some 1500 pc's and 100+ service technicians utilizing this, and the pain is making. the product unbearable. is there a solution in the near future, or should we start exploring other options?

GlennD

We apologize for the ongoing frustration, our team is actively working on the issue. I believe that this week they were finally able to recreate the issue which will help with identifying the root cause.

NoBueno

Same.

Evaluating new software because of this. If it just asked for the password, I probably wouldn't have noticed.

Michal_W

Hello,
I would like to ask for an update, as the last message we got was on 11.05.
The frustration is growing among our users and we have nothing to tell them so far - is there any rough estimation of when we can expect this fix?

vsummers71

yeah, they literally shouldn't be looking at ANYTHING ELSE.

jmichel

Currently looking at other solutions to replace LogMeIn because of this. This is unbearable and ridiculous it is still occurring this long for what we are charged. Have consultation with NinjaOne tomorrow.

CS_HelpDesk

@vsummers71 @ChristopherDK @AC17 @Mouseysocks

Yes, other customers were reporting this issue as well and the dev team is working on a solution.

We will update you when a fix has been released.

Thank you!

Mouseysocks

This is not the issue with any of it. We all get Saved password is invalid, please log in manually. It will not let us save our credentials and will not save the computer into the list of saved devices. You guys need to fix this ASAP because I don't always have time to go and retype my credentials every 20 mins. SMH.

Mouseysocks

Same here and it's driving my entire company nuts because we can't figure it out and the Admin hasn't had time to actually look into what is causing it or open a ticket.

AC17

Same issue here. Please fix this, it is becoming unbearable!

ChristopherDK

Yep we are having the same issue here. Already called support, they had no solution. There are other threads on the forums about it and they keep making them resolved when THEY ARE NOT RESOLVED.

People working on LMI need to stop screwing around and fix this TODAY. What a joke of problem to have and not be able to fix.

vsummers71

Has anyone fixed this? It's plaguing me now...

Saved Password Invalid, enter password Manually. I keep typing in the exact same password, which works, then about 20-30 mins later, i have to do the whole thing again. It's maddening. If i don't have it Trust this computer, then i get to skip the password invalid thing and login normally over again.

After doing this about 20 times in a day, eventually it hates sending texts to my phone and says I have to send the code to email now. This is MADDENING!!

robzc

No, the problem is on my fixed IP address PC at home, it is the LMI app that isn't saving the password for some reason & everytime I reboot my PC I get the incorrect password error on startup, I then have to log in with the password & then wait for the SMS to come through to verify as well.

Same thing happens on my laptop.

AshC

Hi Rob,

I would suspect that the locations you are accessing from may be rotating IPs or resetting your connection there, causing LMI to see it as a new device again?