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Letech's avatar
Letech
New Member
6 years ago
Solved

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
    5 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

dbalzotti's avatar
dbalzotti
Active Contributor
6 years ago

I know the padlock has to be unlocked. The checkbox is still frozen checked but doesn't allow remote control. You can see in the screen capture video I posted. You also cannot remove the Support-LogmeinRescue entry by hitting the minus button below, its just stuck. I even tried running tccutil reset Accessibility from command prompt and having the customer reconnect, still no luck. This is not a problem with first time connections, its returning users who have already granted permissions. The Support-LogmeinRescue box under Accessibility is frozen checked but doesn't allow control.

diggio's avatar
diggio
New Contributor
6 years ago

We are having the same issue with a Mac on Catalina 10.15.6. The accessibility settings are checked by default when we start the support session and are unable to uncheck it. I ensured that the padlock was unlocked, and we were able to uncheck other LMI Rescue settings such as the screen recording setting.