Forum Discussion

Letech's avatar
Letech
New Member
5 years ago

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 last macOS Catalina update , your article How-can-I-remote-control-a-customer-s-Mac-running-macOS-Catalina worked well for Catalina.

 

But now, when I go into Systeme Preferences > Security & privacy > all LMIrescue are checked in Accessibility/ Full disk Access/ Screen recording but it doesn’t work. The customer cannot uncheck to recheck Lmirescue.

 

The only thing possible is in Accessibility > "+" > Download > select Supportlogmeinrescue > Open and there I can move the mouse, click everywhere but I still do not see the windows as if Screen Recording does not work.

 

Same thing after restart the Mac, customer's account is in Admin.

 

We use Lmirescue in my company, latest version of the technicians console on MAC and Windows, it works for remote control on windows and MAC before Catalina. It’s hard for us not to be able to take control on Catalina.

 

Do you know the case and have a solution?

 

Thanks for your assistance

Problem
  • dn1p's avatar
    dn1p
    4 years ago

    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

  • fthftf's avatar
    fthftf
    New Contributor
    3 years ago

    Hi,

    At the point when I controller a client's macintosh running macOS Catalina, I can see foundation,

    top bar and LMIrescue window yet I can't see any remaining windows on Mac.

    In June, before the last macOS Catalina update , your article How-can-I-controller a-client s-Mac-running-macOS-Catalina functioned admirably for Catalina.

    Yet, presently, when I go into Systeme Preferences > Security and protection > all LMIrescue are checked in Accessibility/Full circle Access/Screen recording however it doesn't work. The client can't uncheck to reverify Lmirescue.

    The main thing conceivable is in Accessibility > "+" > Download > select Supportlogmeinrescue > Open and there I can move the mouse, click all over however I actually don't see the windows as though Screen Recording doesn't work.

    Same thing after restart the Mac, client's record is in Admin.

    We use Lmirescue in my organization, most recent rendition of the specialists console on MAC and Windows, it works for controller on windows and MAC before Catalina. It's hard as far as we're concerned not to have the option to take control on Catalina.

    Do you know the case and have an answer?

    A debt of gratitude is in order for your help

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

      Hi fthftf 

      Can you try running this script to see if it fixes the screen sharing functionality:  

      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 

       

  • dbalzotti's avatar
    dbalzotti
    Active Contributor
    5 years ago

    I'm having the same issue with a majority of my customers. They connect but I can't control. When they go to System Preferences > Security & Privacy...The box for Support-LogmeinRescue is already checked under both Accessibility and Screen Recording but I can't control. If they try to uncheck and recheck the box is frozen checked. We will have to find another support tool if this isn't resolved soon as a majority of my customers are on macs.

      • dbalzotti's avatar
        dbalzotti
        Active Contributor
        5 years ago

        These are users who have connected previously and have already granted control. When you go to System Preferences > Security & Privacy > Privacy > Accessibility the Support-LogmeInRescue box is already checked but still doesn't allow remote control. The user cannot uncheck or recheck the box it is frozen checked. It also doesn't allow you to remove Support-LogMeInRescue by pressing the minus button. I have captured video of the issue and included log file below.

         

        Link to log file and video capture of issue. 

  • shri's avatar
    shri
    Active Contributor
    5 years ago

    after updated to Catalina 10.15.6 LMI Rescue app is not working, we have enabled support LogMeIn Rescue app in Accessibility and screen recording but not able to control the Macs. 

    Tried to add manually but its not working, not able to add in Accessibility and screen recording.

    any solution for this?

    • dn1p's avatar
      dn1p
      New Member
      4 years ago

      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

      • marodtri's avatar
        marodtri
        New Contributor
        3 years ago

        Is this script to be entered by the client?

    • fennmart's avatar
      fennmart
      New Member
      5 years ago

      You shared a useful post and thanks for sharing to us.

      • SteveinMD1's avatar
        SteveinMD1
        New Member
        5 years ago

        OK, so is LMI now taking the position that Rescue is no longer supported for Mac OSX 10.15?  That's  huge for us.

    • haykong's avatar
      haykong
      New Member
      5 years ago

      I can confirm there is an issue with LogMein Rescue and  Mac OS 10.15.6 ... same thing as the way people describe it in the post. 

       

      with older versions of Catalina like 10.15.4 there's no issue..