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david Beshara
New Contributor

MacBook Pro 2017 Sierra 10.12.6 Stuck / Hangs on Creating Support Session

New install of version 1488 on a new clean MacBook Pro 2017, with Sierra 10.12.6 OS, would not allow GoToAssist to start a support session. It would hang on this screen.





Resolved by:

Installing old build (1361) allowed me to connect and then I upgraded to version 1488.  Its working fine now.  Would like to know what changed in install packages to correct the issue.  

Thank you,

David Beshara, End User

Ref Case: 05676240  
1 REPLY 1
GlennD
LogMeIn Manager

Re: MacBook Pro 2017 Sierra 10.12.6 Stuck / Hangs on Creating Support Session

Hi David,

Would you be able to upload the log files from your Mac? I am hoping we may find a clue as to what is going on.
  1. Download our logs tool http://support.citrixonline.com/en_US/Meeting/downloaddocument/G2MD00268
  2. Extract the .zip file
  3. Run GoToLogFiles.app
  4. Click Continue
  5. Click the appropriate product
  6. Click OK
  7. Wait for the success message to appear
  8. Upload the zip file from your desk top to https://logmeininc-my.sharepoint.com/personal/glenn_dobson_logmein_com/_layouts/15/guestaccess.aspx?...
Glenn is a member of the LogMeIn Community Care Team.

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