Cannot Launch Remote Control Session

Im quite suprised this has not come up on the forums due to this being such a big problem in our company with this software.

After giving a customer a pin code and they hit the run twice, it will just sit in limbo, on the LMI side we will get the option to Launch Remote Control Session, when I click on this it just says "user has denied access" otherwords the hit the "No" key to letting us on there computer, only problem with this is the customer never gets prompt to say yes, no. It just almost immediately gives us the option to hit "Launch Remote Control Session" again, if you keep hitting this is just keeps doing the samething.. We have found that this will happen with 2 or 3 pin codes before resolving itself. On the customer side the LMI consule locks up and has to be ended with task manager. Very annoying and LMI never had this problem till a recent update. Any ideas LMI?

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Accepted answers

JeremyS.

Hi,

I apologize for any problems you've run into in getting this case resolved. I will be in direct email contact with you shortly.

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M_LMI

Hello @Grenadier23,

You can access the Admin Center by logging into https://www.logmeinrescue.com/ with the Master Administrator account. Click on Launch Admin Center. Once in the Admin Center, click on the Technician Group you wish to modify and then click on the Settings tab at the top. Under the section for Customer Applet (Private sessions), there is an option to Automatically start as Windows System service as shown:

Automatically start as Windows System Service.JPG

Thanks!

Grenadier23

Bumping this, as I'm having the same issue.

It seems that this thread was started years ago, and the "Solution" is just a tech saying he'll personally contact OP after a month of silence. This is not a resolution.

We have several people viewing this thread looking for answers, and many are finding none, despite this thread being marked as resolved.

The current resolution is outdated. There is no option within the program to "disable system service auto-restart" Even if there was, the session is not automatically starting as a system service. We know this because the "Restart as System Service" button is still clickable/viewable.

There is also no "Administration Center" in the program as Mikerr suggests.

Bottom Line: This is still a major problem that is affecting a lot of people. Please get someone to atleast respond to these forum posts so our technicians can get this issue fixed.

www1252

its saying costumer denied remote session

quik366

LogMeIn Rescue Case: 00385831

"configured to automatically restart at the system service level. When we disabled the system service auto-restart, it seemed to fix the problem.
"

You were right jeremy thanks for your response, after testing this seems to fix the issue. Thank you!!

JeremyS.

Hi,

I apologize for any problems you've run into in getting this case resolved. I will be in direct email contact with you shortly.

ajzolnoski

Hellooooooo anybody work at lmi???? or maybe can you give me an update on my ticket "LogMeIn Rescue Case # 00385831" this has become a serious problem with this product I NEED A RESOLUTION, please reply to my emails!

Jane Carlson

I encountered the same problem.

quik366

Well LMI support wasnt as great as I thought, I recieved one email from LMI support and after my response back I still havent recieved any sort of resolution on this issue. For how much my compnay chips out for LMI its suprising that nobody cares to assist. Amazing.

ajzolnoski

this is me again, under different name... I had this happen again today. I dont care who I get a response from just hope that I get some kind of response, this problem seems to be getting worse and worse, I dont know what happened in the last LMIR update but you really need to revert back, this is locking up the logmein program running on the clients computer and requires them to reboot or endtask for it to go away. This occurs problem 1 out every 5 connections on average.

AndyS

I certainly hope that someone has an answer for you. (Either an employee or another user.) But since you specifically asked for a response from LogMeIn, you should really go through the official support channels by using the "Support" links at the top of every page.