TROUBLESHOOTING

LogMeIn disconnects or hangs at 'Verifying Identity' OR LogMeIn client or host software shows "Cannot connect to LogMeIn servers. Confirm that your computer is set to the correct date"

Issue

Explanation:

There are a number of ways this can happen, but it is most often related to certificate issues at the host or client computer.

Solution:

If you can connect to your host computer from another client (Mobile app, another computer, etc.), do these steps on the Client machine.

If you cannot connect from any computer, do these steps on the Host machine.

 

Objective

Environment

Windows

Procedure

Answer

Cause

Resolution

  1. Download the certificates to the aforementioned machine

  2. In the order above, click the certificate to begin importing. 

  3. If given the choice between "Current User" or "Local Machine," choose Local Machine and click Next 
     

  4. For Root-R1 and Root-R3, Browse to and place the certificates in Trusted Root Certification Authorities like below

    • Note: gsorganizationvalsha2g2r1.crt can be placed "Automatically" after the root certificates are installed 
  5. Click Next and then Finish

If the above was done on a Host computer, restart the LogMeIn service before attempting another connection.

If the above was done on a Client computer, restart your computer before attempting another connection.

Additional Information