FAQ

Error - LogMeIn Support Session Cannot Start - Expired Session

Issue

Objective

Environment

Procedure

Answer

Symptom

When starting an Ad Hoc support session, the customer (end user) sees the following message:
LogMeIn Support Session Cannot Start. This instance of LogMeIn Support Session has expired. Please tell your support provider about this message.
 

Resolution

First:
  • Ask the user to click the activation link in the most recent email you sent
  • Create a new ad hoc support session
Second, if the problem persists:
  • On the computer to be controlled (the end user's computer), the registry key for LogMeIn must be deleted at this location: HKEY_LOCAL_MACHINE>Software>Classes>Installer>Products

Important: Use care when modifying the Registry.  If you are unfamiliar, please seek assistance or contact LogMeIn support.

Cause

Resolution

Additional Information