cancel
Showing results for 
Search instead for 
Did you mean: 
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
gwpd
New Contributor

Thank you mate for posting that, I was haveing the same problem and unfortunatly rang tech support for rescue who were as helpfull as a choclete fire guard.

Aries_LMI
Active Contributor

Not only this, but you need to remove the old LMI entries in those boxes or you're not re-checking what you Think you are. MacOS has a bad habit of remembering something it doesn't need to.
gwpd
New Contributor

Well its Friday and after 2-3 days of all working great we are now back to square one, rescue works fine on my PC Win 10 Pro, it works fine on my older G5 Apple Mac, and is totally useless on my Apple Book Pro.

 

No new updates on Laptop, rescue starts, I can see clients machines, I can enter their user names and passwords, then it just freezers once I try to login to clients machines.

So as long as I site in my office for the rest of my life and don't upgrade any of my machines all works.

 

Is anyone having better luck than me with this problem.

AshC
GoTo Moderator

@gwpd  Specifically which Rescue version are you running on the problem Mac?  If you're not running the Mac beta testing version, I will post this as soon as it becomes publicly available to all customers.  Thanks for your patience.


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
stevengsnyder
New Contributor

This corrected the issue that had been frustrating me for months on two different machines. Thank you for taking the. time to post this solution

 

marodtri
New Contributor

Is this script to be entered by the client?

fthftf
New Contributor

Hi,

At the point when I controller a client's macintosh running macOS Catalina, I can see foundation,

top bar and LMIrescue window yet I can't see any remaining windows on Mac.

In June, before the last macOS Catalina update , your article How-can-I-controller a-client s-Mac-running-macOS-Catalina functioned admirably for Catalina.

Yet, presently, when I go into Systeme Preferences > Security and protection > all LMIrescue are checked in Accessibility/Full circle Access/Screen recording however it doesn't work. The client can't uncheck to reverify Lmirescue.

The main thing conceivable is in Accessibility > "+" > Download > select Supportlogmeinrescue > Open and there I can move the mouse, click all over however I actually don't see the windows as though Screen Recording doesn't work.

Same thing after restart the Mac, client's record is in Admin.

We use Lmirescue in my organization, most recent rendition of the specialists console on MAC and Windows, it works for controller on windows and MAC before Catalina. It's hard as far as we're concerned not to have the option to take control on Catalina.

Do you know the case and have an answer?

A debt of gratitude is in order for your help

AshC
GoTo Moderator

Hi @fthftf 

Can you try running this script to see if it fixes the screen sharing functionality:  

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 

 


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
fthftf
New Contributor

Thanks for reply