Cannot Establish Remote Support Connections through normal means

nickE6

Ever since the new Login Rescue Launched, I have not been able to establish a connection to my users through the normal procedures.  I generally have users establish the session through the 6 digit code.  I am able to get to the point where the Launch Remote Control Session or Restart Login as a Service buttons become available.  In the past, I usually restart Login as a service so that I have more control.  When I click Launch Remote Control Session, the user gets the pop-up requesting access.  When they click "OK" my dashboard never switches over to their desktop.  The pinwheel showing activity just continues to spin until finally it kicks me back to the dashboard.  This has been happening with almost every user I talk to so I know it's not just someone forgetting to push "OK".  Sometimes I can finally get in after 2-3 tries but usually I can't. 

 

What I have to do is move over the the Restart tab and then click on the request user credentials button and then switch back to my dashboard which then switches over to the user's desktop and I have to type in the user password quickly before my access is revoked.  This works every time which is pretty bizarre to me.  Why would it suddenly show me the remote desktop after I click the button to request credentials but before anyone had entered the credentials?  Also, why would clicking another button make a difference at all?  It seems like some part of the service is hanging up and clicking certain buttons causes the service to restart or move forward.

 

I have been using this workaround ever since the new Login Rescue was released.  This also happens when I email a link to users.  I have tried uninstaling all Login related plugins and reinstalling them.  I have also tried resetting IE 8.  I am not getting any errors in my application log.  My computer is free of any spyware.  This is happening when dealing with remote computers in many different offices so it's not just one router or

 

Is anybody else having similar issues?  Login Rescue still "works" it's just a huge hassle to have to track down everybody's passwords every time I want to start a session.

gomobo75

In the admin console, you have to option to prompt customers for permissions at the moment they first establish a connection and also an option for always running the applet or calling card as a service. I have both ON, so that by the moment I receive the new connection I am already authorized for remote control and already running as a service.

 

The typical advise would be to try and run the console on another computer and/or firefox (if only using IE), just to be sure the problem is not on your end. 

 

The same thing happens to me very ocassionaly while working on a remote computer but I usually solve it by rebooting the remote machine.

 

Hope this helps.