Forum Discussion

JeanApple's avatar
JeanApple
New Contributor
3 years ago

LogMeIn Rescue Freezes

Greetings

 

My name is Jean Marciniak. I work for a large scale IT company and use LogMeIn Rescue on MacOS 12.1 Monterey. Every time I load up the app, connect to the client PC, the entire app freezes when clicking 'Launch Remote Control Session'. I notice the app is built on Wine, and uses the wine64-preloader. Are you developing a native Mac version? Also what could be causing the entire app to freeze that I need to do a Force Quit?

  • AshC's avatar
    AshC
    3 years ago

    For those of you still affected by this issue, please test the newest Rescue build for Mac and let us know if the behavior improves. 

     

    These are the directions for updating the software: 

    1. Uninstall all versions of Rescue including the test version
    2. Manually remove the old TC directory using this command in the terminal application: remove directory "~/Library/Application Support/LogMeIn-Rescue"
    3. Reinstall the test version
    4. Enable debug logging (customer will likely need assistance)
    5. Try and reproduce the crash
    6. Once an issue occurs -please have them gather the logs from the following location (this is in place of exporting the logs from the tc)
    7.  ~/Library/Application\ Support/LogMeIn-Rescue/Bottles/logmeinrescue/drive_c/users/crossover/AppData/LocalLow/LogMeIn\ Rescue/

    If it continues crashing, please give us a call when you have a moment to help gather local log files. 

     

     

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

    JeanApple  I apologize for the connection failure there.  We are currently working on a fix for the next release.

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

        We are currently testing the final version, so I'd expect an update within the next week or so.  Thanks for your patience .

  • mtiformx's avatar
    mtiformx
    New Member
    11 months ago

    I have the same issue on my PC.  I get to the part of logging in and the people sitting at the remote computer say I am in but on my end I just have a frozen log in screen

     

    • KateG's avatar
      KateG
      GoTo Moderator
      11 months ago

      Hi mtiformx welcome to the Community. To better understand what's going on, can you let me know a bit more about what's happening? 

       

      • When did this start happening? 
      • How frequent/often is it occurring? 
      • What Operating System are you using? 
      • Anything in common with the clients it's happening on?