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DJRizzo
Active Contributor

Can't control Mac client

When I am providing support for some of my Mac users, I am completely unable to control their computer. This only happens on machines that have already given LogMeInRescue permission to control the computer in a previous session. In the past I could just have the user go into the System Preferences privacy setting and uncheck the box for LogMeIn then re-check it. But now they can't uncheck it at all. This results in me not being able to remotely control their Macs and we end up having to use another product (Zoom or Skype screen sharing). They are all on the latest version of macOS 10.14.6 Mojave. Any advice is appreciated. Thanks. 

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1 ACCEPTED SOLUTION

Accepted Solutions
lwielder
New Contributor

Re: Can't control Mac client

We've had this issue as well the problem was we think it had the 32bit application and then the move to 64bit changes something. What i had to do was re add it with the + sign in the security and preferences. The file should be in the download folder. After re adding it everything was business as usual 

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5 REPLIES 5
AshC
LogMeIn Contributor

Re: Can't control Mac client

@DJRizzo  The newest Mac OS version should be 4.1.0.11579.  Can you confirm this is the case with your Mac user? 

DJRizzo
Active Contributor

Re: Can't control Mac client

Hi thanks for the response.

When we initiate a remote session, the end user downloads the client each time (we send a link or a PIN). So I would assume they are getting the latest version available. 

AshC
LogMeIn Contributor

Re: Can't control Mac client

lwielder
New Contributor

Re: Can't control Mac client

We've had this issue as well the problem was we think it had the 32bit application and then the move to 64bit changes something. What i had to do was re add it with the + sign in the security and preferences. The file should be in the download folder. After re adding it everything was business as usual 

View solution in original post

DJRizzo
Active Contributor

Re: Can't control Mac client

Thank you this worked!