Forum Discussion

barceneaux's avatar
barceneaux
Active Contributor
4 years ago
Solved

LogMeIn Display Issues - Mac OS 11.6 (Big Sur) & 12.2 (Monterey)

After searching endlessly for a fix to this issue, I have resorted to posting what I am experiencing.   I handle LogMeIn on (let's just call it) a lot of Mac computers for our organization.   I h...
  • GaborO's avatar
    GaborO
    3 years ago

    Hi barceneaux !

    Thanks for giving a hint (fast user switching) on how the issue usually reoccurs for you. With this help we managed to reproduce and identify the root cause of the issue.

    While there is a solution to remediate the problem, by unchecking & checking "Screen Recording" -> "LMIGUIAgent" in Security & Privacy settings, It is just a temporarily fix.

    The real fix requires some development and a new release. We will inform you when the fix is ready.

     

    A note just to make things clear: the "caffeinate -u -t 2" command was a temporary solution for the black screen issue when the display went to sleep due to energy saving settings. We launched a fix in our latest release (4.1.0.12203) for that problem.

barceneaux's avatar
barceneaux
Active Contributor
4 years ago

Yes, this does fix the issue.

I have no problem fixing the issue (when the computer isn't across the country). The problem is that the issue even happens at all. We need to prevent it from occurring.

 

When I prep a machine and install LogMeIn on it in my office, the issue does not occur. Only when it is deployed does it happen.

I have tried putting the machine on a different network during prep to rule out network issues - still can't get the issue to trigger in my office.

AshC's avatar
AshC
Retired GoTo Contributor
4 years ago

barceneaux  Yes, that is confusing.  As long as the local user has full admin permissions to manage the Accessibility settings, there should be no difference what network they're on.  

 

  • barceneaux's avatar
    barceneaux
    Active Contributor
    4 years ago

    The "caffeinate -u -t 2" command & a restart seems to have fixed the issue.

     

    To prevent this from happening, I believe the fix is to disable the "put hard disks to sleep when possible" setting in System Preferences -> Energy Saver and set "Turn display off after:" to "Never".

     

    I believe this setting [put hard disks to sleep when possible] was missing in earlier renditions of Big Sur/Monterey, but it is back now. This setting has ALWAYS given us issues.

    • barceneaux's avatar
      barceneaux
      Active Contributor
      3 years ago

      This has NOT been resolved.

       

      While both solutions:

      • unchecking & checking "Screen Recording" -> "LMIGUIAgent" in Security & Privacy settings
      • running caffeinate -u -t 2 

      Do work temporarily, quick switching between user profiles will cause this issue to happen again. It does not fail. This happens on EVERY Mac we have running Big Sur & Monterey.

       

      At this point, it is a bit ridiculous that we have not had a permanent fix. I even spent an afternoon on phone support with LogMeIn with no solution.

       

      What is going on? Is no one else experiencing this issue?

      • GaborO's avatar
        GaborO
        GoTo Contributor
        3 years ago

        Hi barceneaux !

        Thanks for giving a hint (fast user switching) on how the issue usually reoccurs for you. With this help we managed to reproduce and identify the root cause of the issue.

        While there is a solution to remediate the problem, by unchecking & checking "Screen Recording" -> "LMIGUIAgent" in Security & Privacy settings, It is just a temporarily fix.

        The real fix requires some development and a new release. We will inform you when the fix is ready.

         

        A note just to make things clear: the "caffeinate -u -t 2" command was a temporary solution for the black screen issue when the display went to sleep due to energy saving settings. We launched a fix in our latest release (4.1.0.12203) for that problem.

  • barceneaux's avatar
    barceneaux
    Active Contributor
    4 years ago

    Our users are not permitted to administrator accounts.

     

    Would you happen to have any knowledge on why this may be occurring? Could it be a compatibility issue between LogMeIn and newer versions of MacOS?