Hello LogMeIn Community,
I’m hoping that you could assist with helping me understand why I’m having a problem with being able to connect to an end user?
In the past I have been able to do LogMeIn sessions with the user (using LogMeInRescue Technician Console 7.8.2847 (64bit)), but recently I can’t seem to be able to get it to work with the user. When we attempt to connect the session, we keep getting a “Connection Lost….Attempting to reconnect to your session.”
An example of this issue is with our session ID 420586029. In the left side panel, I have the following series occur, and it keeps attempting to connect and the customer session ID is in an Active status:
- Connecting to: control.app04-15.logmeinrescue.com(64.74.103.161:443)
- Connected to Applet (Elliptic Curve Diffie-Hellman 2048 bits, ECDHE-RSA-AES256-CGM-SHA384 256bits)]
- Switched to P2P
- The connection to the customer was lost. This session will reconnect if and when the customer re-established a network connect.
The user has an internet connection and is connected to internet (they can get to google and do searches) , they indicate that they are not receiving any security prompts.
What could possibly be causing this?
Greatly appreciate your help. :-)