Forum Discussion

Letech's avatar
Letech
New Member
5 years ago

Difficulty controlling client's OS X Catalina

Hello,   When I remote control a customer's mac running macOS Catalina, I can see background, top bar and LMIrescue window but I can't see all other windows on Mac.   In June, before the la...
Problem
  • dn1p's avatar
    dn1p
    4 years ago

    I had the same issue and I opened a ticket with LMI support. They gave me a script to run in Terminal and it worked perfectly! Figured I would share to see if it works for anyone else.

     

     

    rm -rf ~/Library/Application\ Support/LogMeIn-Rescue $ rm /tmp/lmi.txt ; CX_LOG=/tmp/lmi.txt /Applications/LogMeIn-Rescue.app/Contents/MacOS/LogMeIn-Rescue >>/tmp/lmi.txt 2>&1

shri's avatar
shri
Active Contributor
5 years ago

after updated to Catalina 10.15.6 LMI Rescue app is not working, we have enabled support LogMeIn Rescue app in Accessibility and screen recording but not able to control the Macs. 

Tried to add manually but its not working, not able to add in Accessibility and screen recording.

any solution for this?

  • haykong's avatar
    haykong
    New Member
    5 years ago

    I can confirm there is an issue with LogMein Rescue and  Mac OS 10.15.6 ... same thing as the way people describe it in the post. 

     

    with older versions of Catalina like 10.15.4 there's no issue..

  • fennmart's avatar
    fennmart
    New Member
    5 years ago

    You shared a useful post and thanks for sharing to us.

    • SteveinMD1's avatar
      SteveinMD1
      New Member
      4 years ago

      OK, so is LMI now taking the position that Rescue is no longer supported for Mac OSX 10.15?  That's  huge for us.

      • AshC's avatar
        AshC
        Retired GoTo Contributor
        4 years ago

        SteveinMD1  Rescue is fully supported on Mac operating systems, and we are currently working with Apple to identify the security triggers necessary to allow full functionality.  I apologize that this is taking longer than expected.

  • dn1p's avatar
    dn1p
    New Member
    4 years ago

    I had the same issue and I opened a ticket with LMI support. They gave me a script to run in Terminal and it worked perfectly! Figured I would share to see if it works for anyone else.

     

     

    rm -rf ~/Library/Application\ Support/LogMeIn-Rescue $ rm /tmp/lmi.txt ; CX_LOG=/tmp/lmi.txt /Applications/LogMeIn-Rescue.app/Contents/MacOS/LogMeIn-Rescue >>/tmp/lmi.txt 2>&1

    • gwpd's avatar
      gwpd
      New Contributor
      4 years ago

      Thank you mate for posting that, I was haveing the same problem and unfortunatly rang tech support for rescue who were as helpfull as a choclete fire guard.

      • fthftf's avatar
        fthftf
        New Contributor
        3 years ago

        Thanks for reply

    • stevengsnyder's avatar
      stevengsnyder
      New Member
      3 years ago

      This corrected the issue that had been frustrating me for months on two different machines. Thank you for taking the. time to post this solution

       

    • marodtri's avatar
      marodtri
      New Contributor
      3 years ago

      Is this script to be entered by the client?

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    Hi shri

    How many Macs is this currently affecting?

    Have you re-installed the Rescue endpoint software to troubleshoot?

    • shri's avatar
      shri
      Active Contributor
      5 years ago

      Hi AshC , thank you for your response. we have this issue in some Mac's not able to uncheck and recheck Support LogMeIn Resuce in Screen Recording and Accessibility. due to this we are not able to view and work on end user system.

       

       

      • dbalzotti's avatar
        dbalzotti
        Active Contributor
        5 years ago

        Having the same issue. Can't control but Support-LogmeinRescue is already checked under Security & Privacy > Accessibility and Screen Recording. The Support-LogmeinRescue box is frozen and can't be unchecked/rechecked so their is no way to control the users Mac.