The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
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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 la...
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
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.
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.
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.
