Mac issues

NKU_IT You may be able to locate some log files, but you'll need an active session running so on one of your Mac Clients:

• join a session
• download the software for Remote Control 
• open the zip file in your Downloads folder
• open the Resolve app that was unzipped and give it permission to run when prompted

Once you are in an active session:

"/private/var/tmp/GoTo Resolve Applet - XXXX/"
 

• "private" is a hidden folder by default, you may have to set macOS to show hidden folders (toggle visibility in Finder with "Command + Shift + . (Dot)" ).
• The XXXX is a random sequence of numbers and letters, please search for the latest folder by date and time.
• The log files are in the following subfolders and have the ".log" extension:
  • "/appdata" → Applet process logs
  • "/Logs" → File Manager, VoIP, media logs
• If there are any crash-dump files, they're located under the "...GoTo Resolve Applet - XXXX/appdata/*CrashReportDB" folders
• Be sure to copy the log files while the session is still ongoing, as in normal cases all the applet files are automatically deleted after the session is over

"/private/var/tmp/GoTo Resolve Install.log"
 

• Installer log files

Alright, I tested it this afternoon and still get nothing when I open the resolve app on the mac other than the prompt that it was downloaded from the internet. Nothing opens and I still dont see anything else.

If this is still an issue Monday, I would like to talk with someone in order to see if we can resolve it faster with more information from my end.

Hi NKU_IT, we have some suspicions, but are still looking into it.

Any sort of update?

Thank you. I am raising this with our team and will continue to investigate, so there's no need for you to open a ticket.

I've been using Safari personally. I can take video and/or open a ticket if needed. I was checking here first just in case. 

NKU_IT Thank you. I'm running some tests now myself and one thing I am seeing is 

• Chrome blocking the Resolve download when I try to start a Remote Control session. 
• Manually opening the downloaded Resolve zip file and running Resolve does still join the session successfully

I will raise this with the team and investigate further.

I'm not sure if that added the reply to the right spot. So just checking

This issue is also occurring on a 2015 intel based mac that is running 12,1. This does give the prompt about being downloaded from the web which the 15.2 one did not. However, it also doesnt open. This started after this past weekend and computers seemed fine before that.

Interestingly enough, Resolve is showing the following for the mac version: