Forum Discussion

Spinland's avatar
Spinland
New Contributor
4 years ago

MacOS Big Sur host: no mouse click or keyboard input accepted from client

Since upgrading my Mac to MacOS Big Sur I am unable to interact with it via the LogMeIn Client (both MacOS and iOS versions of the client are affected) as it no longer accepts mouse clicks or keyboard input. I've already tried the trick of unchecking/checking the client app in the Security/Accessibility settings app, that did not have any effect.

 

Is Big Sur not yet supported by LogMeIn?

Problem
  • AshC's avatar
    AshC
    4 years ago

    This issue should be fully resolved.  

     

    If you continue to experience similar problems on Mac OS, please state the OS version and LMI software version installed upon it. 

     

  • N_Stu's avatar
    N_Stu
    New Member
    4 years ago

    I have two macs running Big Sur 11.1. and I can't control them remotely.  I can connect but neither respond to mouse or keyboard input.  This occurs whether I am connecting from a Windows machine or a Mac.   

     

    I tried uninstalling and re-installing Logmein but it doesn't fix the problem.  It also occurs on Big Sur 11.0

     

    Does logmein not support Big Sur?  (I find that hard to believe so long into the release).

     

    **I saw some posts on this but needed to start a clean thread as the answer was not clear so my apologies in advance.

  • Credimus's avatar
    Credimus
    Active Contributor
    4 years ago

    We can't transfer files from Big Sur platform . Remote access works fine. Just the file transfer crashes the client and you need to restart. currently we have to go to a Windows platform or  Catalina to get that functionality. This was reported over two weeks ago and I have not seen any communications as to when it will be addressed.

     

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      4 years ago

      Right, Bradley.  We just released a new version (beta) for Rescue customers, and I expect a Pro / Central update to follow shortly.  Thanks for your patience.

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      4 years ago

      Credimus  I'm not sure I've heard of this being reported for Pro endpoint software behavior, but I believe we have a Mac desktop update coming soon anyway.  I did hear the Mac protocols for file transfer changed slightly with the intro of Big Sur, so I'll let you know if we can reproduce and ETA on potential delivery.

  • ramac10's avatar
    ramac10
    New Member
    4 years ago

    I do not think it is fair for a company to have a software product that is NOT ready for new operating systems updates. I know you are informed of Operating Systems upgrades well in advance.

    I own a company that relies on LogMeIn for key functions in our daily operations and to tell me that your software is not compatible and that I will have to revert my operating systems to use your software is irresponsible on your part. We pay good money to have a good working software package. Please fix this now.

     

    For all users do not upgrade your MAC IOS to BIG SUR if you need LogMeIn to work, or go find another Software product to use. LogMeIn does not work and is incapable with MAC IOS BIG SIR.

  • MyronB's avatar
    MyronB
    New Contributor
    4 years ago

    Spoke with log me in support today who was very helpful. On the Mac, the log me in app has not yet been fully updated to work with Big Sur operating system

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      4 years ago

      This issue should be fully resolved.  

       

      If you continue to experience similar problems on Mac OS, please state the OS version and LMI software version installed upon it. 

       

      • GowayTvl's avatar
        GowayTvl
        New Member
        3 years ago

        We are using Catalina OS and cannot control MAC keyboard and mouse. Pls help!

  • Spinland's avatar
    Spinland
    New Contributor
    4 years ago

    Another data point. When I close the control panel app then re-open it, I'm prompted to click a "get started" button in order to begin the process of registering the app with MacOS security. Problem is, when I click the button it just goes away instead of bringing up the security settings like it's supposed to. The accessibility panel shows both app listings checked as they should be but clearly they are not working and I expect the process to get them approved by Big Sur security is failing.

    I've verified this behavior on two different Macs. Looks like a bug in the install and/or configure code.

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      4 years ago

      Hey folks,

      While remote access should be possible on Big Sur systems, we do know of some irregularities that occur, similar though not exactly to what you're describing.  I expect a new version to address these in the coming days.  Thanks for your patience while we finalize testing.

      • andyjung's avatar
        andyjung
        Active Contributor
        3 years ago

        Did this ever get resolved? I am still experiencing this issue on Big Sur systems.

  • ktphil5558's avatar
    ktphil5558
    New Member
    4 years ago

    Having the same issue as well.  Big Sur running on Apple silicone.