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Letech
New Contributor

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 last macOS Catalina update , your article How-can-I-remote-control-a-customer-s-Mac-running-macOS-Catalina worked well for Catalina.

 

But now, when I go into Systeme Preferences > Security & privacy > all LMIrescue are checked in Accessibility/ Full disk Access/ Screen recording but it doesn’t work. The customer cannot uncheck to recheck Lmirescue.

 

The only thing possible is in Accessibility > "+" > Download > select Supportlogmeinrescue > Open and there I can move the mouse, click everywhere but I still do not see the windows as if Screen Recording does not work.

 

Same thing after restart the Mac, customer's account is in Admin.

 

We use Lmirescue in my company, latest version of the technicians console on MAC and Windows, it works for remote control on windows and MAC before Catalina. It’s hard for us not to be able to take control on Catalina.

 

Do you know the case and have a solution?

 

Thanks for your assistance

28 REPLIES 28
LdnFiz
New Contributor

 Under "Security & Privacy", (the padlock needs to be open) so that you can make remove/readd the tick.  If the "Support-LogmeinRescue" window has frozen you could try force quitting it and trying again.  If it still fails you could try booting the Mac in safe mode and see if you have any better luck.

dbalzotti
Active Contributor

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.

AshC
GoTo Moderator

Thanks for the updates.  We will continue to work with Apple to gain a better understanding of why they may be disallowing LMI access.


Ash is a member of the GoTo Community Care Team.

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diggio
New Contributor

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. 

 

MVIMG_20200904_114911_small.jpg

haykong
New Contributor

I can confirm there is an issue with LogMein Rescue and  Mac OS 10.15.6 ... same thing as the way people describe it in the post. 

 

with older versions of Catalina like 10.15.4 there's no issue..

fennmart
New Contributor

You shared a useful post and thanks for sharing to us.

SteveinMD1
New Contributor

OK, so is LMI now taking the position that Rescue is no longer supported for Mac OSX 10.15?  That's  huge for us.

AshC
GoTo Moderator

@SteveinMD1  Rescue is fully supported on Mac operating systems, and we are currently working with Apple to identify the security triggers necessary to allow full functionality.  I apologize that this is taking longer than expected.


Ash is a member of the GoTo Community Care Team.

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shri
Active Contributor

i belive reset Accessibility will fix this issue

command for reset accessibility:  tccutil reset Accessibility

 

command for reset screen recording : tccutil reset ScreenCapture

 

note: both command will clear ALL ENTRIES in Accessibility and Screen Recording 

 

dn1p
New Contributor

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