Troubleshooting connection to a LogMeIn Resolve device
See what to do when you cannot connect to a device or you are unable to install an unattended device.
Possible causes
- The installer was renamed and is not synchronizing with the account
- Do not rename the downloaded .exe or .msi installer because that prevents you from starting remote control sessions or run Remote Execution jobs on the deployed device. If you incidentally rename an installer you have to completely uninstall the associated device first. Then you have to install it again without changing the name of the installer.
- You are using Windows 7 or an RS server and TLS 1.2 is disabled
- To ensure full connectivity, TLS 1.2 must be enabled in Windows. Navigate to and ensure that the TLS 1.2 option is enabled.
- Your Proxy, Firewall, and AV configurations are incorrect
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- Check if you can establish connection in an attended session
- Check connection outside your network (for example through a VPN)
- Compare your firewall settings with the GoTo allowlisting settings
- Check if your antivirus blocks LogMeIn Resolve. Make changes in the settings if necessary.
Note: If none of the above scenarios apply, create a screen recording replicating the issue and send it along with the application log files to your Support Agent. For more information about log files, see Gathering LogMeIn Resolve application logs
Article last updated: 31 May, 2023
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