Calling Card Problem: "Disconnected. Could not acquire credentials. The Rescue Gateway..."

Question

Surely I cannot be the only LogMeInRescue customer experiencing the following issue with their Calling Cards failing to allow them to connect to their client computers.  Ever since July of 2014, I experience this problem multiple times a week when trying to connect to client's computers who have had my Calling Card pre-installed on their computer. THE ERROR MESSAGEThe Calling Card displays the following message on the client's computer after they click on the Connect button:"Disconnected. Could not acquire credentials. The Rescue Gateway has refused the connection with the following message: Channel does not exist. It may have been recently deleted or modified." Here is a Screenshot that I posted on my website: http://www.pcgraphix.com/generator/assets/callingcard-disconnected_couldnotacquire.gif WHY THIS IS A MAJOR PROBLEM FOR ME-I have my calling card installed on HUNDREDS of computers and any delays in getting connected to a client computer costs me $.   This has been a particularly major problem from me as I support people with very limited computer skills. The simple task of instructing them to go to logmein123.com and entering a 6 digit pin can LITERALLY take 15-30 minutes of my unbillable time! This can occur several times a day resulting in me me eating 1-2 hours of my time just trying to get connected to a client's computer! WHAT I HAVE DONE-I have called LogMeIn Tech support multiple times but they just seem to blow me off.  When I first began calling support back in August 2014, they claimed they had never seen the problem.  So I had them remote into computers that showed this calling card error.  They gathered information and told me they would look into it.  Well, 7 months later I still have this same recurring problem and they've never gotten back to me.  So I continue to call them and complain.  Recently, they finally admitted that it is a recognized issue but only affects a very small number of their customers and that they don't yet have a solution.  So I'm reaching out to the community to see if anyone else is experiencing this problem. WHAT I HAVE EXPERIENCED/OBSERVED-I've been using LogMeIn Rescue since 2006 without any issues until July 2014. I believe the problem began on 7/16/14 when I generated a new calling card msi file (note that I have since generated new calling card msi files but the issue continues).  About a month later (Aug 2014), I had experienced enough calling card issues that I began calling Logmein support for help. -This calling card issue occurs randomly and with different clients and with different Windows versions.  -Once the problem occurs, the only fix is to completely uninstall my calling card from my client's computer and then re-installing the calling card using the msi file that I generated from my LogMeIn Rescue admin panel.  Simply re-installing the calling card doesn't fix the problem...it must first be uninstalled and then re-installed. -The calling card can work fine on a client's computer on one day but then a day later it can fail to connect. -Some client's haven't experienced this problem at all.  Some client's have experienced this problem on multiple occassions requiring that I do an uninstall/reinstall. -The issue has NEVER occurred when I first install my calling card.  -I have noticed that if the calling card checks for and installs an update, the issue will often times occur. Therefore I believe it has something to do with the update that LogMeIn automatically pushes to the calling card.  I instruct my clients to hit cancel if an update is available BUT oftens times they have already installed it. -I have generated new calling card msi files from my admin interface but this hasn't prevented the issue from occurring -

Answer 1

Glad to hear from someone else having this same problem!  Supposedly there are a just a handful of us having this problem so I fear that LogMeIn developers aren't putting alot of effort into resolving this issue.   I got hit first thing this morning on my first remote of the day with this assinine error message.  It has happened several times in the past on this same customer's computer. It will work fine just after re-installing the calling card but then a week or so down the road it will fail again when I try to remote in.   So **bleep** aggravating.  So tired of eating hours every week walking customers through alternative ways of getting connected.  When I say to customer, "ok, go to www.logmein123.com" and they reply "how do I do that" and I tell them to open their internet browser and all I get is dead silence....I know I'm about to eat more unbillable time! Bill