Setup and installation FAQs in LogMeIn Pro

Install the host software

You can download the host software in multiple formats as described below.

Solution One: Install using the host software installer

Important: You must run the host software executable with administrator credentials. Install the host software for Windows or Mac.

Solution Two: Manually install the host software

Downloading the software:

Download the installer zip file from: https://secure.logmein.com/logmein.zip.
Save the zip file to your desktop.
Right-click the zip file once downloaded, and select Extract to... (if you have a 3rd party extraction program, such as Winzip or WinRAR, you may use that also).
Extract the files to C:\LMI (you may need to create this folder on your C: drive).

Opening the command prompt:

In Windows 7 or higher

Open the Windows Start menu, and in the Search bar type: cmd.
Right-click cmd.exe and select Run as Administrator.
The command prompt window will open.

Installing from the command prompt:

32-bit Windows 7

Type cd C:\lmi\x86 and hit Enter.
You should now be in the C:\lmi\x86 directory.
Type logmein install and hit Enter.

64-bit Windows 7 or higher

Type cd C:\lmi\x64 and hit Enter.
You should now be in the C:\lmi\x64 directory.
Type logmein install and hit Enter.

Note: If you are unsure about your Operating System type (32-bit or 64-bit), right-click Computer and choose Properties. On the system properties window, look for System Type.

You will receive a message that install was successful. Close the command prompt window and select LogMeIn Control Panel on the message that appears, and follow the steps to assign the computer to your account.

Update LogMeIn host software to the latest version

You can manually update your host software to the latest version.

On Windows, from the LogMeIn Control Panel

On the host computer, select the LogMeIn icon in the system tray or taskbar.
Select LogMeIn Control Panel.
Select the About tab.
Select Check for Updates.
Follow the on-screen instructions.

On Windows, using the MSI package

If you are unable to update via the LogMeIn Control Panel, use the host MSI package.

Download and save the MSI package from www.LogMeIn.com/LogMeIn.msi
Run the LogMeIn.msi file to start the installation wizard.
When prompted, choose the Upgrade option from within the installation wizard.
Follow the on-screen instructions.

On a Mac

On the Mac host, select the LogMeIn icon in the Finder bar.
Select LogMeIn Control Panel.
Select the About tab.
Select Check for Updates.

Display hosts on the website after installation

There are a few reasons why your computer may not appear on your LogMeIn ProHome page after a successful install.

If the host software was previously installed on your computer, then the old installation is probably attached to a different account ID (email address). To find out what account ID (email address) is associated with your computer, follow these steps:

Right-click the LogMeIn icon in the system tray or Menu bar.
Select LogMeIn Control Panel.
Select the Overview tab. The email address will be listed.

Firewall Interfering with Activation

Antivirus/firewall software may have interfered with the registration of your computer. You can either disable any antivirus/firewall and retry the installation, or add an exception as described in LogMeIn Pro and Firewalls.

About treating your data in accordance with GDPR in LogMeIn Pro

As of May 25, 2018, LogMeIn Prois ready for the General Data Protection Regulation (GDPR).

Ninety (90) days after your account is canceled, lapsed or has otherwise expired, GoTo shall delete and make irretrievable the following:
- Data about host computers in your account
- Configurations and settings you made while logged in to LogMeIn.com
- Data in your account associated with users in your account
- The email associated with your LogMeIn ID (unless maintained because you have an active subscription to another GoTo product)
Within Thirty (30) days after your request (which you may make at any time) GoTo shall delete and make irretrievable the following:
- Data about host computers in your account
- Configurations and settings you made while logged in to LogMeIn.com
- Data in your account associated with users in your account
- The email associated with your LogMeIn ID (unless maintained because you have an active subscription to another GoTo product)

Important: Once removed, data cannot be restored.

For more information on GDPR, see https://www.goto.com/company/trust

Resolve a certificate error when connecting via iOS to a WebDAV provider

When connecting to a WebDAV service via LogMeIn for iOS, you may see an error.

A secure connection could not be established. The server's certificate is not trusted.

This issue can be resolved by installing the provider's digital certificate onto your iPad or iPhone device. Such end-user certificates contain a public and private key, usually in the form of a .p12 or .pfx file that enables you to digitally sign and encrypt emails from your devices.

To use a WebDAV service with a provider certificate, follow this procedure:

Ask your WebDAV provider to send you their certificate via email or a download link.

Important: For security considerations, make sure that your email traffic is encrypted using SSL.
Open the .p12 or .pfx certificate file on your iOS device.
After tapping the Install button, you will be prompted about an unsigned profile. Tap Install Now to continue.
Enter your PIN or passcode (if set).
The certificate is now installed.

What to do next:

See also "Product security certifications for macOS" from Apple.

About compatibility with third-party products and services

GoTo products and services are designed for use with third-party products and services (browser, OS, etc.) that are officially supported by their respective vendors and well-maintained by the end-user (with the latest patches and updates installed).

These links to popular third-party services may help you determine if you are using officially supported products and services:

Resolve a device pairing failure in LastPass Authenticator

Reinstall LastPass Authenticator when pairing the Authenticator to your mobile device fails.

Resolution

Uninstall the LastPass Authenticator from your mobile device.
Reboot the device.
Install the LastPass Authenticator from the Google Play Store or iTunes App Store.

Resolve an 'Another version of this product is already installed' error in LogMeIn Pro

When the Windows Registry detects inconsistency, you cannot fully uninstall the host software.

Symptom

When trying to uninstall or update LogMeIn Pro you receive this error:

Another version of this product is already installed. Installation of this version cannot continue

.

Cause

This issue is typically due to a corruption or inconsistency in the local database Windows uses to keep track of installed software.

Resolution

Important: Modify the Windows Registry with extra care.

Press the Windows key + R. The Run box is displayed.
Type regedit and select Ok.
Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\
Select each key, until you find one that has Product Name set as RemotelyAnywhere, LogMeIn Pro, or LogMeIn Hamachi in the right pane.
Delete the selected key.
Reboot the PC.
Reinstall the software using a link from here.

After the installation is complete, you can now uninstall the software using the Windows Control Panel.

Troubleshooting LogMeIn host computers stuck in Updating status

Your computer may be stuck in Updating status if the a subscription was applied while the computer was offline.

LogMeIn Pro attempts to apply subscriptions by communicating with the gateway. If the computer is shutdown or disconnected from the Internet (offline), it will stay in this updating status until it is able to connect to our gateway again.