Sporadic connectivity issues with LogMeIn and join.me

UPDATE:

We've successfully applied a fix that should resolve the issues described below. The fix was applied last Friday, and subsequent tests over the weekend into today (Monday) have confirmed that it has had the desired effect. All services should be back to normal. Again, our apologies to those who experienced these issues.

ORIGINAL POST: 

We’re actively investigating reports of sporadic connectivity with join.me, LogMeIn Pro and LogMeIn Central. We apologize for any inconvenience this may cause, and wanted to assure you that our team is working tirelessly on a resolution. Here’s a quick update on what we’re seeing and potential options that may resolve the issues in the meantime, should you experience them.

What we’re seeing

The issues are affecting some but not all people, and result in one of the following experiences.

  • Getting ‘kicked out’ of active sessions. i.e. After successfully logging in, people suddenly appear to get disconnected or logged out.
  • LogMeIn.com or join.me homepages not loading or inaccessible. i.e. You cannot access either the join.me or LogMeIn.com website from your browser

Based on our investigation, we believe both are related to a single, common issue, and we’re actively fixing it.

What might help

One potential short-term fix is to clear your cache, close your browser and try to re-connect.  Many people who have reported these issues have since been able to connect upon further attempts.

When the issues will be resolved

Our team has been working around the clock, and we believe we have identified the contributing factors. Fixes are actively being tested and applied now.  We believe that these steps will enable us to reach a resolution by this weekend, and we will provide a further update as soon as possible.

In the meantime, thank you for your patience, and once again, we apologize for any inconvenience or disruption this may have caused.

         

[Webinar Recap] Beyond the Basics: LogMeIn Pro and Central

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Simple, immediate remote access and control is something Managed Service Providers (MSPs) count on to stay efficient every day.  LogMeIn reliably facilitates industry-leading remote access and is dedicated to ensuring MSPs get continuous value from our solutions.

Understanding how to go beyond the basics of LogMeIn Central and Pro was the focal point of a webinar held earlier this week, led by LogMeIn’s Joshua Berkowitz, Senior Manager, Products and LogMeIn Central customer Michael Chen, CEO, CSP NetworksThe webinar “Beyond the Basics: LogMeIn Pro and Central” discussed some exciting new features rolled out in 2014, tips for combining power of LogMeIn Pro and Central, and specific feature use cases to accelerate business.

In review: Autotask Integration Empowers MSPs

Creating a seamless day-to-day workflow that eliminates the need to use multiple interfaces to handle ticketing and extending an MSP’s ability to do more with less time is something LogMeIn has been very dedicated to. This August, LogMeIn announced our integration between Autotask and Central.   Berkowitz ran a brief demo and covered how the integration was designed to help Managed Service Providers (MSPs) increase their efficiency and reduce response times when managing their clients’ highly distributed, mobile-centric work environments.

Berkowitz also elaborated on key LogMeIn Pro features that enable productivity for clients, and allow IT administrators to better manage devices from anywhere.

CSP Networks and LogMeIn

Chen, who uses Central and Pro at CSP Networks, provided background on his business and their services. He relayed that LogMeIn’s quick connections and stable support provide the groundwork for the key pillars of his business.  Along with LogMeIn Chen is able to push forward their Expert IT Management, Monitoring and Support, and Complete Technology Services

Further, Chen asserted that he and his team are committed to LogMeIn because of our focus on connectivity to devices.  Chen also revealed that for his organization, LogMeIn’s fast, stable remote connectivity allows them to bring their customer service to the next level.

CSP Networks leverages advanced features to stay in control, fast easy remote access for their admins and client end-users, as well as business critical IT and automation.  All of this gives his IT staff complete visibility.  By partnering with LogMeIn, CSP Networks provides their customers – comprised of both businesses and internal IT departments– consistent support, enriched customer service and remote access and productivity for employees to work from anywhere.

If you missed out…

To hear Berkowitz and Chen discuss crucial tips for MSPs, hear how CSP Networks maximizes the value of LogMeIn Central and Pro view the webinar now.

         

LogMeIn Central Integrates with Autotask

autotaskAttention Central users! We're excited to announce a new integration between LogMeIn Central and Autotask that is now available for MSP and OIT customers. The integration is designed to help Managed Service Providers (MSPs) increase their efficiency and reduce response times when managing their clients’ highly distributed, mobile-centric work environments.

We're confident this will empower IT service providers to create a seamless day-to-day workflow that eliminates the need to use multiple interfaces to handle ticketing, while extending their ability to do more with less time. Today’s MSPs and IT service providers have a great opportunity to better service their clients, differentiate their services from the competition, and create new revenue streams by addressing the inherent realities of today’s mobile, distributed workforce. By bringing together the best of Central and Autotask – tools trusted and relied upon by today’s MSPs – we can help our channel partners continuously improve their ability to monitor systems, automate tasks and better manage devices, both inside and outside of office.

Functionalities include:

  • Generate tickets automatically when alerts are triggered
  • Diagnose and fix remote computers directly from Autotask
  • Configure ticket parameters that map to Autotask fields, such as Account, Priority, Queue, Ticket Type and Work Type
  • Initiate a secure remote control session from Autotask tickets
  • Automatically update tickets in Autotask when the following alert-related events occur: Return to Normal, Self-healing Task Started and Acknowledgement
  • Acknowledge alerts in Central when you close a ticket in Autotask

For more information, please contact us.

         

Changes to LogMeIn Free

(Updated to provide clarity on common questions)

After ten years, LogMeIn’s free remote access product, LogMeIn Free, is going away.  We will be unifying our portfolio of free and premium remote access products into a single offering.  This product will be a paid-only offering, and it will offer what we believe to be the best premium desktop, cloud and mobile access experience available on the market today. We will be notifying those impacted by the change in the coming days and weeks.  In the meantime, we wanted to take a minute to explain the change and help users of LogMeIn’s access products better understand what this means for them.

Starting in January, we will gradually migrate users of LogMeIn-branded remote access offerings and Ignition-branded remote access offerings to a single, premium access product. Please note that once you log into your account there is a seven day window to upgrade. Subscriptions will include LogMeIn’s signature remote access to two or more computers, premium mobile apps for Android and iOS, and native Mac and Windows desktop apps.  Additionally, all users who purchase a subscription to LogMeIn Pro will be upgraded to a premium remote access experience, with capabilities that include integration with popular cloud sync and share products like Cubby, Dropbox, Box, Google Drive and SkyDrive, the ability to manage and transfer cloud and local files, remote printing and more.

It’s worth noting that Central customers will not be impacted by this change (please see FAQ). In addition, this change does not impact other freemium products in our broader portfolio, like join.me and Cubby.

We understand that with any change come questions and potentially concerns.  You can find the answers to what we anticipate will be the most common questions here.  In addition, we are dedicating an area of our community site for fielding questions and feedback.

UPDATE:

We've heard a couple common questions around Ignition and the notification period, and wanted to provide some clarity. Please see below:

For owners of LogMeIn Ignition for iPad/iPhone and LogMeIn Ignition for Android

While customers who purchased these apps are impacted by this change, we have taken steps to be especially attentive to these customers.  LogMeIn Ignition for iPad/iPhone and Android app purchasers will receive significant discounts, as well as generous terms to ease the transition.  Details of these offers are being sent to Ignition mobile users this week, both via email and in-product notifications.

Notification period

Impacted users will be notified via email and in-product messages.  While messaging started today, users will be given 7 days to make a purchase decision about LogMeIn Pro.  To be clear, the 7-day grace period starts when you next login to the LogMeIn service.

         

We're Ready for Windows 8.1 and IE11

WINDOWS HOST UPDATE VERSION 4.1.3426 AND PLUGIN UPDATE VERSION 1.00.1055

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New features include:

Support for Windows 8.1 and Internet Explorer 11 (IE11)

  • Launch remote control in any supported browser on a computer running Windows 8.1
  • Launch remote control in IE11 running on any supported Windows OS
  • From any client, control any host computer running Windows 8.1
  • Note: Windows RT is not supported

Enhancements

  • Cryptographic protocol enhancements

Host Fixes

  • Improved handling of the number lock key when using the "Use Legacy LogMeIn Mapping" option during remote control
  • Improved Wake On LAN capabilities when waking Windows hosts

Plugin Fixes

  • Improved color reproduction during remote control
  • Fixed a bug that resulted in failure when attempting to connect a drive during remote control
         

Introducing Self-Healing Alerts in LogMeIn Central

Eliminate the painstaking process of fixing individual issues manually as they arise with new Self-Healing Alerts in LogMeIn Central.

By combining two of Central’s most powerful features: One2Many, which allows you to automate routine tasks across multiple computers simultaneously and Alerts, which allows you to proactively monitor the health of the computers you manage, Self-Healing Alerts does the work so you don’t have to.

Simply create the alert for the situation you want to monitor, write the script to solve the issue and then combine the two. Now, whenever your most time-consuming, routine but necessary maintenance tasks arise the problem is fixed before you know about it.

Check out the Self-Healing Alerts video and let us know what you think.

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Important Changes to LogMeIn Free

We’re making some changes to LogMeIn Free -- specifically introducing new volume limits on LogMeIn Free accounts -- that will impact a small portion of our user base. While the vast majority of LogMeIn Free users will not be impacted by this change – LogMeIn Free is and will remain free – we wanted to take a minute to explain what is changing, who will be impacted and what, if anything, it will mean for you.

For nearly a decade we’ve sought to provide users with a great free remote desktop access product, and users have been able to install and use LogMeIn Free on as many computers as they wish.  In addition to the tens of millions of individuals who use LogMeIn Free to access their home or work computers, we have thousands of businesses, IT organizations and managed service providers (MSPs) who use LogMeIn Free to remotely access and manage hundreds, thousands and even tens of thousands of computers.

As the nature of remote access and mobile working continues to change, this free model has been extended to a broader set of offerings, including our online meeting service, join.me and our cloud data access product, Cubby.  Free is and has been a mutually beneficial proposition for us and our users, and we plan to keep it that way.

In order to ensure that we can continue to provide high-quality, free remote access services, make meaningful improvements, and invest in products that meet the evolving needs of our customers we will be limiting the number of computers a user can access free of charge to 10. For users that would like to remove this volume limit and access more than 10 LogMeIn Free computers a subscription to LogMeIn Central, our remote management tool, will be required.  Any computers that exist beyond the 10 computer, free-only limit will not be deleted; rather they will not be remotely accessible unless the free account is upgraded to Central.

Again, the vast majority of LogMeIn Free users will not be impacted by this change.   For those impacted by the change, we will do what we can to help ease the transition in a couple of ways.

We will be notifying impacted users by email and via the product, and will provide ample notice and a grace period before enforcing any changes.  We will also be offering discounted pricing for Central starting at $199 for the year for existing LogMeIn Free users, i.e. for less than half the price of a cup of coffee per day, you can remotely access and manage as many computers as you’d like.

We appreciate that with change comes questions, concerns, and sometimes angst.  And we want to make sure our users have quick answers to any questions and all the information needed to help ease the transition.  We hope users will make the decision to upgrade their accounts.  We also recognize many users may not be happy with this change and will unfortunately consider other alternatives.  In the long-term we believe this change will allow us to continue to support all of our users, paid and unpaid.

You can find the answers to common questions here, and our staff will be dedicating an area of our community site for fielding questions and feedback.

-Marton Anka
Founder & CTO
LogMeIn, Inc

         

The LogMeIn plugin for Chrome (Windows) is here!

The new Chrome plugin for LogMeIn will provide you with a seamless experience and full remote access functionality. Now you can remote control in HD, share and transfer files, print remotely and more... all without having to switch browsers.

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We've also made improvements to the Firefox and IE plugins to make sure your experience is consistent across browsers.

Chrome lovers, check it out today!

Please note: The Chrome plugin will work with Windows machines only. It will not work with Mac machines or on a Mac Chrome browser.

         

Central introduces new iOS access management

We are excited to announce a new feature in Central that will bring peace of mind when it comes to mobile access of work computers.   The new device access management capability brings together mobile freedom benefits of our popular LogMeIn for iOS app, with the visibility and management benefits of Central.

The new Devices feature under the Configuration section in Central now gives you the ability to:

  • See who is using specific iPads or iPhones to access your computers
  • Handle lost or stolen devices by remotely wiping stored credentials
  • See the properties of the devices accessing your computers

Devices are simply added to the list when someone uses LogMeIn Ignition (for iOS) or the LogMeIn for iOS App to access your account. Please note that Central and User Management permissions are both required to view devices.

Log in and check it out today. Let us know what you think.

Android coming soon.

         

Upgrading to Windows 8? We're ready!

We're pleased to announce the latest version of LogMeIn is available. With this update we support the highly anticipated launch of Windows 8. If you're planning on upgrading your systems, simply update your LogMeIn hosts and you're ready to go.  Any new systems you install LogMeIn on will automatically have the most recent version 4.1.2600.

We will be rolling out auto updates over the next few days, but to ensure you have the most recent version, simply open the LogMeIn host software and click About>Check for Updates.