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Active Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

@AshC How do you enable Android's default screen capture technology (vs Samsung)?  I have not heard of this option before.

 

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

I can confirm that this is indeed a wide spread issue on newer Samsung devices. I have an open ticket with LogMeIn that has not been addressed for over a month. This looks like a colaboration issue on Samsung and LogMein or there is a new security setting in the API with newer Android10 devices. If anyone finds a work around please post. Otherwise, we will be looking at different management software.

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Active Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

They provided us a "fixed" APK file which we sideloaded and installed on a new device. Still had the same issue, and the prompt to allow streaming of the screen image does not appear like it should prior to remote control.

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LogMeIn Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

Hey everyone, I wanted to circle back on this problem ---- 

 

I'm assuming the updated APK file @mistertibbs is referencing came straight from support, and I can confirm we are actively testing the functionality.  If you'd like to test the same APK yourself, please click my Community name in order to confirm your email address in a private message. 

 

Thanks.

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

@AshC, just sent you an IM

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Active Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

We tried the APK from support on a new device. It worked!  

We added our MDM software (Airwatch/Workspace ONE) with the kiosk mode Launcher. Rescue DID work! 

So this is great progress! Hopefully the app will be released to the Play Store soon.

-MT

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

@mistertibbs, looks like they figured it out. I tested the APK and it also worked for me. I'm sure they will be rolling it out to Alpha soon and have it up on the Google Playstore.

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

Is there an estimated date when we might see the new APK in the Play Store?

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Active Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

No idea, they have not provided that information to me.

Hopefully they will reply here with that info...

 

-MrT

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Active Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

Smiley Very Happy

Good news!  Looks like they have fixed it and released it to the Play Store.  I tested it and it works on the Tab S5e and the user is prompted to allow screencasting.

 

Our Engineering Team has released a fix for the issue you have been experiencing. The updated App version is 7.13.2-72.  

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