Forum Discussion

JeanApple's avatar
JeanApple
New Contributor
3 years ago

LogMeIn Rescue Freezes

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 free...
  • AshC's avatar
    AshC
    3 years ago

    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. 

     

     

JeanApple's avatar
JeanApple
New Contributor

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's avatar
AshC
Retired GoTo Contributor
3 years ago

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.