Troubleshooting error codes in LogMeIn Pro

Resolve an error code 2

When starting the Client, you receive this error: The system cannot find the file specified. Error code: 2.

Cause

The Client is unable to read certain connection settings used by the computer's web browser.

Action/Workaround

Ensure Internet Explorer is not running in Offline Mode.

Launch Internet Explorer and open the File menu by pressing the Alt Key + F.
Make sure Work Offline is not selected in the File menu.
Restart the Client.

Resolve an error code 3

When trying to connect to a mapped network drive in File Manager, you receive an 'Error 3' message.

Solution one: Reboot the host

Restart the host computer then connect to the mapped network drive in File Manager.

Solution two: Manually input the share file path in File Manager

When connected to the host computer using remote control, open the Windows File Explorer (Windows key + E).
Find the filepath of the drive you want to map. Here's how:
- Right-click the drive letter and select Properties
- Select the DFS tab (only available for Network Drives)
- The path usually follows this convention: \\servername\foldername
Disconnect remote control.
Connect using File Manager.
For the Remote computer (the right side of the File Manager interface) enter the file path in the field at the top of the page: \\servername\foldername.
Press Enter.

You should now be able to see the folder and drive letter contents.

Resolve an error code 5

The host software uses the host computer's OS X username/password for authentication. An Error 5 message would indicate that either the username or password is being entered incorrectly. Both the username (long and short-forms) and password are case sensitive.

You can find your Mac username on the host machine by going to System Preferences > Accounts. Any passworded account with admin rights can be used to log into the host.

Resolve an error code 38

"Error 38" indicates that the host software on the remote computer stopped working as expected.

The host software will attempt to perform the action again and the results are typically successful. Usually, this error will not result in any problems while using the host.

If you are experiencing frequent disconnections or other connectivity issues, and are also seeing an abundance of these error messages, it can indicate that the host software is corrupt and needs to be uninstalled and reinstalled on the remote computer.

Resolve an error code 50

This issue is typically caused by a software conflict between the host system service and another application on your computer.

Usually the error "The request is not supported (50)" can be resolved by simply rebooting the host computer.

Resolve an error code 53

This error sometimes occurs during installation when using the command line installation method.

To solve this problem, go to Start, then Run and type: services.msc [Enter] Right-click Remote Registry on the services list, and select Start. Once this service is started, you should be able to install the host software.

Resolve an error code 259

To resolve this error, end the process LogMeInIgnition Client.

In Windows, here's how:

Right-click the Windows Taskbar.
Choose Start Task Manager.
Select the Processes tab.
Select the LogMeIn Client process and choose End Process.
Restart the client app.

If you still have the problem, please check your browser to make sure cookies are not blocked.

Resolve an error code 997

This means you are disconnected upon entering Remote Control on the host computer.

Symptom

You can check the connection dialog box by selecting Show Details. At the bottom of the details box may be the following error:

Failed to start Remote Control process: Connection Refused: 997

Cause

Something has caused the host program/service to become stuck.

Action/Workaround

To resolve this error and restore Remote Control access immediately, the host computer will need to be rebooted. If someone has access to the computer, please reboot the host normally.

If the host computer is unattended, it can be rebooted remotely. Once you are connected to the host computer, please go toPreferences > Advanced Settings > View Reboot Options. From here, please initiate a hard or emergency reboot.

Resolve an error code 1060

The 'error 1060' indicates that the specified (host) service does not exist as an installed system service.

Please uninstall the host software, reboot the computer (this is a necessary step), and then install the host again.

Resolve an error code 1265

This may be caused by a known Windows issue related to the authentication protocol called Kerberos. More details are available on the relevant Microsoft support page.

Symptom

When trying to log in to a host machine you see the following error:

Error: The system detected a possible attempt to compromise security. Please ensure that you can contact the server that authenticated you. (1265)

Resolution

Solution 1: Windows Update

On the host PC, make sure all Windows Updates are downloaded and installed. The Windows Update that addresses the Kerberos issue is here.

Solution 2: Reset the host password

On the host PC, reset the local Windows user's password. You can do this when physically at the host PC by pressing Ctrl+Alt+Delete then selecting Change a password.

Resolve an error code 1311

An error 1311 indicates that the domain servers you are attempting to login to are not responding to the login request.

On a Domain

If this is a Domain computer, one you use in an Office, contact your IT Department with the error.

Because this solution involves Core System functions within Windows, GoTo Representatives cannot assist with this error, or the below solution.

Not on a Domain

If the computer is your personal computer, go physically to the host computer, and perform these steps:

Select Start > Control Panel > Add/Remove Programs.
Select Add/Remove Windows Components.
Uncheck Network Services select Next to uninstall network services. Reboot when asked.
Repeat the process, rechecking Network Services so it reinstalls.

From My Network Places > Network Connections > Setup home or small office network, and run network setup wizard to reconnect to workgroup if not already connected. You may need to reinstall the host if it is still not working.

Tip: Please consider backing up your registry before performing these steps. You can use the related link below for instructions from Microsoft as how to do this.

Related:

How to back up your registry

Resolve an error code 1316

If you receive an error 1316 while installing LogMeIn Pro or RemotelyAnywhere, you need to go into the registry and delete the keys referencing your MSI package.

You can do this by:

Windows XP, 2000: Start > Run, type: regedit, and press [Enter]
Windows Vista and Windows 7: Start, type regedit in the Instant Search bar, and hit [Enter}

Expand the + next to HKEY_LOCALMACHINE
Expand the + next to SOFTWARE
Expand the + next to CLASSES
Expand the + next to INSTALLER
Expand the + next to PRODUCTS
Select each folder until you find the one on the right that says Product Name = Remotely Anywhere or Pro. Delete this key and then attempt to re-install the software.

Resolve an error code 1327

This error occurs when you try to sign into a host computer with a Windows Username that does not have a password associated with it.

Symptom

When you attempt to access a host computer, you receive the following error message: Error: Logon Failure: User account restriction. (1327).

Action/Workaround

Please physically go to the computer you wish to access, and follow the steps below:

Select Start, then Run; (Windows Vista/7 users please type in Run into the Instant Search box).
- If you are on a Windows XP, Vista, or 7 computer, type: control userpasswords2
- If it is Windows 2000, type: control userpasswords
Select OK. The Windows User Accounts screen will appear.
Select Add.
In the user name box, type (exactly!) LogMeInRemoteUser and select Next.
In the password screen, set a password that is at least 8 characters long, letters or numbers, keeping in mind that it is case sensitive. This password will be the Access Code. Select Next.
At the last window it should say What Level of Access do you want to Grant this User? select Other and make sure the word Administrator is selected. Select OK twice.

Resolve an error code 1331

This indicates that the Windows profile has been disabled for the username you are attempting to login with.

Symptom

When connecting to a host computer, you receive: Error (login): logon failure: account currently disabled. (1331)

Action / Workaround

You will need to contact the administrator of the host computer or try using a different username and password. Unfortunately, GoTo support cannot assist with this error.

Resolve an error code 1385

This error occurs when there is a security policy put in place on the host computer that is preventing the login credentials entered from authenticating successfully.

Symptom

When connecting to a Host computer, you may receive the following error message:

"Logon failure: the user has not been granted the requested logon type at this computer. (1385)"

Action/Workaround

To resolve this error, please contact the Administrator of the host computer or domain. If you are not in a domain, or it is your own personal computer, please consult Microsoft's documentation on the error below.

Note: GoTo support cannot assist in resolving error 1385.

Resolve an error code 1789

The trust relationship between this workstation and the primary domain failed (1789).

This error occurs in a Microsoft domain environment when permissions on the host computer lack the "Access this computer from the network" privilege. Please see the Microsoft support article linked below or forward this information to your computer system administrator.

Microsoft Support Article

Resolve an error code 1909

If your computer is on a domain (work computer in an office) please contact your IT Administrator with this error. Otherwise, please continue reading this article.

The error 1909: This account has been locked out or cannot be referenced usually indicates a domain issue where the Windows password or access code is either too short or has expired. Please go to the computer you are trying to connect to and follow the instructions below:

Please go to Start, then Run (if you are using Vista/7, select Start and type Run in the Search bar).
In the Run box type: control userpasswords2 (control userpasswords for Windows 2000).
In the User Accounts window, select LogMeInRemoteUser one time so that it is highlighted.
Select Remove.
Now press the Add button.
In the user name box, type (exactly!): LogMeInRemoteUser.
Select Next.
In the password screen set a password that is at least 8 characters long, letters or numbers, keeping in mind that it is case sensitive. This password will be the Access Code.
Select Next.
At the last window it should say "What Level of Access do you want to Grant this User?"
Select Other and make sure the word Administrators is selected.
Select OK twice.

Important: Please use care when accessing User Accounts. Do not modify any other account name besides LogMeInRemoteUser.

In the future, you will use the password you created as the Access Code when you connect to the computer using the host.

Resolve an error code 1920

A 1920 error is caused by a third party software or windows blocking LogMeIn Pro from accessing any of the default install ports used during installation.

Resolution One: Install using the host executable.

Note: You must run the host executable with administrator credentials. Install the host software using the executable.

Resolution Two: Manually install the host Software

Task One: Download the software

Download the installer: https://secure.logmein.com/logmein.zip.
Save the zip file to your desktop or any other preferred location.
Extract the files to C:\LMI (you may need to create this folder on your C: drive).

Task Two: Remove all elements of the host software

Important: Be careful when editing your computer's registry! Feel free to contact GoTo for assistance.

Tip: If you receive an Access Denied error at any step during this process, restart the computer and continue the process.

Terminate host services running on your computer. To do this, open the Task Manager and terminate all instances of the following:
- LMIGuardian.exe
- LogMeIn.exe
- LogMeInSystray.exe
- ramaint.exe
Navigate to your Program Files folder and delete the LogMeIn Folder (usually under C:\Program Files).
Open the Registry Editor by pressing Windows+R and typing regedit in the Open box.
Navigate to HKEY_CURRENT_USER\Software and delete the LogMeIn folder.
Navigate to HKEY_LOCAL_MACHINE\Software and delete the LogMeIn folder.
Navigate to HKEY_LOCAL_MACHINE\System\Current Control Set\Services and delete the following:
- LMIInfo
- LMImaint
- LMImirr
- LMIfsClinetNP
- LMIRfsDriver
- LogMeIn
Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run and delete the LogMeIn GUI string value.
Restart the computer.

After restarting the computer, the host should be uninstalled.

Task Three: Install from the Command Prompt

Continue according to your operating system.

32-bit Windows

Open the command prompt with elevated permissions by pressing the Windows key and typing cmd.
Right-click Command Prompt and select Run as administrator.
Type cd C:\lmi\x86 and press Enter. The following directory is opened: C:\lmi\x86.
Type logmein install -port xxxx and press Enter.
Tip: XXXX should be replaced with the port of your choice.

You should see a message that install was successful. Close the command prompt window and select LogMeIn Control Panel on the message that appears. Follow the steps to assign the computer to your account.

64-bit Windows

Open the command prompt with elevated permissions by pressing the Windows key and typing cmd.
Right-click Command Prompt and select Run as administrator.
Type cd C:\lmi\x64 and press Enter. The following directory is opened: C:\lmi\x64.
Type logmein install -port xxxx and press Enter.
Tip: XXXX should be replaced with the port of your choice.

You should see a message that install was successful. Close the command prompt window and select LogMeIn Control Panel on the message that appears. Follow the steps to assign the computer to your account. Contact support if you are not comfortable performing the command line install or if it does not resolve the issue.

Resolve an error code 1921

'Error 1921' is a Windows system service error. This indicates that LogMeIn Pro's service was installed, but is unable to start properly.

To resolve, reboot the computer, ensure any firewall software is temporarily turned off, and then try a reinstall. If you still have an issue, you can try rebooting your computer again.

Resolve an error code 4320

An attempt to log in without proper administrator rights or User Access Control permissions may result in error 4320 ("Operator or Administrator has refused the request").

Follow these instructions to ensure you have proper User Access Control permissions on the host computer you are attempting to access. This will allow you to access the host computer even if you are unable to be added as an administrator at the operating system level.

Physically go to the computer that you want to be able to access, or ask someone who is present at that computer to perform the following steps.

Tip: In some cases, you may need to ask for help from the person who manages the host software at your organization.
Open the LogMeIn Control Panel and follow this path: Options > Preferences > Security.
Under User Access Control, select Show details....
Result: The User Access Control window is displayed.
Under Users, select your user name from the list. You may need to browse for additional users.

Tip: For example, if you sign in using a Computer Access Code, you may need to add the user named LogMeInRemoteUser: Select Browse > List users of selected domain and find LogMeInRemoteUser on the list.
Under Edit Selected User, you must select at least the Login permission to resolve the 4320 error.
Result: For details on User Access Control permissions, see Specify user access rights.
Save your changes.

Resolve an error code 10009

You have to restart the host to fix this issue.

Symptom

You are immediately disconnected when attempting to start Remote Control when the host is a Mac. You also receive the following error message in the details of the resulting dialog box:

Failed to start Remote Control process: 10009

Solution

Restart the host computer, as follows:

If you have direct access to the Mac, simply reboot as normal
If connecting remotely, log in to LogMeIn.com and go to the Home page. Connect to the computer and then go to Preferences > Advanced Settings > Reboot Options > Hard Reboot.

Once the computer is restarted, Remote Control access should be restored.

Resolve an error code 10013

You should change your allowed list in your firewall configuration.

When connecting to a host computer, you receive an error message that includes Error 10013.

Cause

Error 10013 is a Windows error code. More information is available from Microsoft.

Resolution

Add host components to the allowed list in your firewall configuration, as described here: LogMeIn Pro and Firewalls

We also suggest allowing the host URLs listed in this article to ensure that host services are able to connect: About allowlisting and LogMeIn Pro

Resolve an error code 10047

If you are trying to start a host service and you received an Error which says: Error 10047: An Address Incompatible with the Requested Protocol was Used.

If you receive this message try the following:

Open a Command Prompt window
Type netsh winsock reset and press Enter
Reboot the computer.

Resolve an error code 10049

The following error code: "The address is not valid in its context (10049)" is an indication that the computer could not resolve the address (ex. LogMeIn.com) to the proper IP address. There are two reasons why this could happen.

Problems with your DNS resolving our IP Address

Open a Run box. (Press the Windows key and the R key at the same time).
In the Run box, type cmd and select OK.
In the command prompt, type ipconfig /flushdns and press the Enter key.

Problem with proxy

You may get this error in conjunction with accessing the Internet via a proxy server, please ensure the address is valid in Internet Explorer > Tools Options > Connections > LAN Settings.

If you do not have, or are unaware of, a proxy server, please ensure that the only box checked off is Automatically Detect Settings, and that the proxy information within the host is removed.
If you do use a proxy, the address and port info should be correct in IE, and match in the host. To check the proxy settings in the host, select the host tray icon and select LogMeIn Control Panel. When the window opens, select Options > Preferences > Advanced Tab. Scroll down to the Proxy Settings and confirm the proxy server address & port.

In most cases, this should resolve the issue. If not, you will likely need to involve the person that maintains your network, or your ISP if applicable, to fix the issue with your DNS not being able to resolve our service IP addresses.

Resolve an error code 10053

'Error 10053 An established connection was aborted by the software in your host machine' indicates that something on the computer has blocked your connection.

The usual culprits are firewalls and software security suites.

Resolve an error code 10054

Error 10054 may be the result of incorrect system, firewall or router configuration.

Symptom

Connection is lost and you receive a Windows Socket Error 10054.

Cause

Error 10054 occurs when the connection is reset by the peer application, usually due to an incorrect firewall configuration. Find more information about this error on Microsoft Development Center.

Solution 1: Verify that domains are allowlisted in your firewall/router configuration

Domain	Description
*.logmein.com	Main site
*.logmeinrescue.com	Powers the LogMeIn Rescue service
*.logmein-enterprise.com	Powers account-specific features (not required on normal accounts)
*.logme.in	Common Login Service allowing login to LogMeIn.com, and join.me
*.hamachi.cc	Powers the Hamachi service
*.internapcdn.net	Powers updates to multiple GoTo products
*.LogMeIn123.com	Site to connect to a LogMeIn Rescue technician
*.123rescue.com	Site to connect to a LogMeIn Rescue technician
*.support.me	Site to connect to a LogMeIn Rescue technician
*.join.me	Conferencing and screen sharing service by GoTo

Solution 2: Is the computer behind a Sonic Firewall or another type of firewall? Your Intrusion Detection may be blocking the application.

Temporarily disable any features related to Intrusion Detection.
Try connecting again to test whether Intrusion Detection is interfering with the host service.
If the problem persists, continue to Solution 3.

Solution 3: Disable peer-to-peer functionality in the application

On certain systems the issue occurs when the application is connected via a peer-to-peer connection. To disable this functionality, you must edit a registry key.

Note: Only attempt this if you are comfortable modifying the Windows registry. Changes may cause system instability or even prevent Windows from starting. Contact GoTo Support if you need assistance.

Go to Start Menu > Run.
Type regedit and press Enter.
Navigate to the following folder: HKEY_LOCAL_MACHINE\SOFTWARE\LOGMEIN\V5\Net\NATUDP
Change the DisableEx (REG_DWORD) key from 0 to 1.
Close the Registry Editor.
Go to Start Menu > Run.
Type services.msc and press Enter.
Locate the host service.
Select Restart.
Reconnect via the host and check if you still get disconnected.

If the problem still persists, contact GoTo support.

Resolve an error code 10060

"Error Code 10060" usually indicates a proxy-related problem and requires a proxy configuration in Internet Explorer.

If you are running a proxy, please check the proxy configuration in Internet Explorer:

Open Tools and select Internet Options.
select the Connections tab.
Chose the Lan Settings button.
Manually enter your proxy as an IP address and make sure the proxy port number is also set.

What to do next:

Important: Please do not use automatic proxy configuration unless told to by your system administrator.

Resolve an error code 10061

Error 10061 signifies that the host machine actively refused the connection.

Firewall on the host computer

Please make sure the host software is not being blocked by a firewall on the host computer. You will need to allow the host to make connections in the firewall rules.

Proxy setup

You may encounter connection issues if your proxy is not configure to work with the host. Please see the related document below for more information on setting up the host with a proxy.

Resolve an error code 11001

The error '11001: No such host is known' is caused by incorrect proxy settings. Please check the proxy configuration inside Internet Explorer.

Open Internet Explorer.
Select Tools.
Select Internet Options.
Select the Connections tab.
Choose the LAN Settings button.

Please do not use automatic proxy configuration, instead please manually enter the proxy as an IP address and make sure the proxy port number is also set.

Resolve an error code 11004

Error 11004 indicates a connection issue when your proxy is not configured to work with the host.

Specify the proxy server the host will use as an intermediary between your web browser and the Internet.

Access the host preferences:
- From the host computer, open the LogMeIn Control Panel and follow this path: Options > Preferences > Advanced
- From a client computer, connect to the host Main Menu and follow this path: Preferences > Advanced
Under Proxy Settings, set the following options:
- Proxy server address & port If you do not use a proxy server, leave this field empty. If you use a proxy, make sure the address and port information in this field match the information in your browser settings.
  Tip: To find your proxy address and port in Internet Explorer, go to Internet Explorer > Tools > Internet Options > Connections > LAN Settings; or select Get proxy settings to retrieve available proxy settings.
  
  Note: Uncheck the box next to Use automatic configuration script. Instead, you should manually enter the proxy as an IP address and make sure the proxy port number is also set.
- Proxy user name: Complete this field if the proxy server requires authentication.
- Proxy password: Complete this field if the proxy server requires authentication.
Select OK or Apply.
Result: Your settings are applied immediately to the host.

What to do next:

Note: If you don't know your proxy settings, please consult your IT administrator.

Resolve an error code 12029

You should allow LMIIgnition.exe to access the Internet in your firewall settings.

Symptom

You receive a "12029 error" from the Client.

Cause

This indicates that the Client cannot connect to the Internet. This is most likely due to a software firewall blocking the connection.

Action/Workaround

Please open your firewall software and allow LMIIgnition.exe Internet access.

Resolve an error code 14001

Error 14001 usually occurs due to a configuration issue. If you receive this while connecting to a host computer, you can try rebooting the host computer to resolve the problem.

To initiate a remote reboot of the host computer, please perform the following steps:

Connect to the host computer.
Go to Preferences.
Go to Advanced Settings.
Select View Reboot Options.

From here, you can try a Normal Reboot. If that does not work, follow the steps above and try an Emergency Reboot.