LogMeIn Rescue Freezes

[JeanApple]

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?

[AshC]

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

[JeanApple]

When is your next release ?

[AshC]

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

[JeanApple]

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 · Accepted solution]

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. 

[mtiformx]

I have the same issue on my PC.  I get to the part of logging in and the people sitting at the remote computer say I am in but on my end I just have a frozen log in screen

[KateG]

Hi @mtiformx welcome to the Community. To better understand what's going on, can you let me know a bit more about what's happening? 

• When did this start happening? 
• How frequent/often is it occurring? 
• What Operating System are you using? 
• Anything in common with the clients it's happening on?