Common Questions and Answers

Can I end the support session at any time?

Click the LogMeIn Support Session app icon in the Windows taskbar.
Click End your LogMeIn Support Session and remove app.

Your computer is now inaccessible via LogMeIn support session.

Note: Once the session is ended but you still need support, you must ask your provider to create a new session for you.

Is it indicated when my support provider is connected to my computer?

When the support provider is connected to your computer, the

icon is displayed in your Windows taskbar.

Note: During a remote control session, you can also monitor the support provider's actions on your screen.

The security code I entered to activate the support session is not valid.

Ensure the following:

Enter the most recent security code correctly that you have received from your support provider.
Use LogMeIn Support Session app installer link in the most recent email that you have received from your support provider.

My support session has expired.

A session can expire for multiple reasons.

Note: Remember to follow the most recent instructions that you receive from your provider.

Possible reason	Solution
More than 24 hours passed since session activation.	Ask your provider to set up a new support session.
You or your support provider ended the session manually.	Ask your provider to set up a new support session.
You may have clicked an activation link for a previous support session.	Follow the most recent instructions that you have received from your provider.

A support session is already in progress.

Your computer is already accessible, no further action is necessary.

If the issue persists, contact your support provider.

Note: In case you have recently received support from multiple providers, make sure that you are in session with the correct one. To switch providers, do the following:

Click the LogMeIn Support Session app icon in the Windows taskbar.
Click End your LogMeIn Support Session and remove app.
Contact the provider of your choosing to set up a new support session for you.

How can I receive support if the LogMeIn host software is already installed on my computer?

Contact your support provider for further instructions.

The Group Policy settings on my computer prevent the support session from starting.

Contact your support provider to resolve the issue.

Note: It is likely that a new support session needs to be set up. Remember to follow the most recent instructions that you receive from your provider.

The LogMeIn Support Session app reports that my computer is offline.

The app may be actively blocked by your firewall. You must allow the LogMeIn Support Session app to make connections in your firewall configuration to be able to receive remote support.

Consult your firewall's documentation for further instructions.