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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

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
      3 years ago

      Thank you, Gabor. I appreciate the response. We are anxiously awaiting the fix.

       

      I'm sure if future renditions of MacOS cause issues with LMI, we will find them. We manage a ton of Mac machines [mostly] running the latest MacOS.

       

      In the future, is there a better way for me to report bugs similar to this one?

      • barceneaux's avatar
        barceneaux
        Active Contributor
        3 years ago

        While LogMeIn works on the fix for this issue, I have found a workaround.

         

        The solution is to disable Fast User Switching entirely. While this may be an issue for some users that bounce from one account to another, this will [seemingly] fix the issue with LMI.

         

        To permanently disable FUS on a Mac machine, run these Terminal commands:

        1. sudo defaults write /Library/Preferences/.GlobalPreferences MultipleSessionEnabled -bool false
        2. defaults write .GlobalPreferences userMenuExtraStyle -int 0
        3. defaults -currentHost write com.apple.controlcenter UserSwitcher -int 8

         

        So far, every machine we have deployed this fix on has not had the issue again - even after multiple restarts and attempts to break LMI again.

  • HakunaMatata's avatar
    HakunaMatata
    New Member
    3 years ago

    Experiencing the exact same issue with our Macs on Monterey too... checking and unchecking those boxes worked previously but now it's proving to be more troublesome as it doesn't work unless I am on the admin account. LogMeIn seem to be hopelessly bad at rendering updates or fixes to anything and take way too long to implement them.. looking for another solution remote wise if this continues any longer because it's getting ridiculous.