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AppSupport's avatar
AppSupport
New Member
3 months ago
Solved

File Manager - Mac Host shows Windows File Structure

Wondering if anyone has seen this before and has a solution.

I am running the latest Technician console on a Mac and have given it Full Disk Access etc. When I connect to a Windows Client and try to use File Manager, my Mac shows a Windows File Structure .. C, D, Y drives etc. and files that have no relation to my Mac or even the Windows client I am connected to.

This is very frustrating and I am now having to use other products for support as this does not work.

Deleting and re-installing has made no change.

i had a support case open and tried everything they suggested to no effect - case was closed unresolved over the holiday period.

  • KateG's avatar
    KateG
    3 months ago

    Hi AppSupport, 

    Sorry for the delay here. I haven't heard of this issue previously, I do see that you have reached out to our support team and it's currently been escalated for review. 

    Sorry for the inconvenience here and thanks for working with the team on a resolution. 

3 Replies

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  • KateG's avatar
    KateG
    GoTo Manager
    30 days ago

    Hi AppSupport 

    Good to see you. 

    When a thread is marked solved, it means that the response provided has been identified as the current best answer available to address the original question or issue. In this case, working directly with support was the solution. 

    I reviewed your support case and it's still open for investigation. I see that the last correspondence suggested reviewing more data through logs so we can attempt to reproduce. 

    This is tricky since we can't reproduce it and I understand this is time consuming on your side. If you don't want to supply more logs, perhaps doing a remote session with an agent? I can request someone call to follow up. 

     

  • AppSupport's avatar
    AppSupport
    New Member
    31 days ago

    Hi Kate

    Not sure how you can list this as a solution, when nothing is solved or changed - It seems your support is time limited - i.e. if you don't have an immediate solution, you just close the case and call it solved....

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    Hi AppSupport, 

    Sorry for the delay here. I haven't heard of this issue previously, I do see that you have reached out to our support team and it's currently been escalated for review. 

    Sorry for the inconvenience here and thanks for working with the team on a resolution.