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JeanApple
New Contributor

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?

1 ACCEPTED SOLUTION

Accepted Solutions
AshC
GoTo Moderator

Re: LogMeIn Rescue Freezes

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. 

 

 


Ash is a member of the GoTo Community Care Team.

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5 REPLIES 5
AshC
GoTo Moderator

Re: LogMeIn Rescue Freezes

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


Ash is a member of the GoTo Community Care Team.

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JeanApple
New Contributor

Re: LogMeIn Rescue Freezes

When is your next release ?

AshC
GoTo Moderator

Re: LogMeIn Rescue Freezes

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


Ash is a member of the GoTo Community Care Team.

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JeanApple
New Contributor

Re: LogMeIn Rescue Freezes

Got the update. Installed.

 

After 2 weeks with it, Id like to report it works about 1/2 of the time.

 

About half the time it locks up at the same point when you click 'Launch Remote Control Session'

Instead of using Wine, are you considering building a native app instead?

AshC
GoTo Moderator

Re: LogMeIn Rescue Freezes

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. 

 

 


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!