Mac OS Big Sur compatibility issue

With Mac OS 11 I can control the the Screen of the remote Mac, but when I click on the File manager Logmein crashes. Any Help would be greatly appreciated.

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Accepted answers

AshC

Hey everyone, thanks for your patience.

We've made the Mac beta version available for download publicly here (Big Sur compatible): https://beta.logmeinrescue.com/Files/TechConsoleMAC/LogMeInRescueTechnicianConsoleMAC.dmg

Full release depends upon how stable this is, so please let us know if you see any new issues.

All comments

Aries_LMI

Accessibility and Screen Recording in my case, but I'm having hit/miss issues with this version of the OS for some reason on my test bench as well. I've tried when the client machine is running on Intel/M1 hardware or Intel VM. After it's downloaded, the Mac acts like it's launching the app, but nothing happens. I've tried 6 browsers just in case (seems to be less of an issue with Edge?) and restarting the device/VM doesn't seem to consistently fix it simply being able to launch let alone ask for the permissions. I've even tried pre-authing the permissions and no change.

mlau

I'm running the beta version of the Technician console on a Macbook Pro with the m1 processor running Big Sur. The console freezes every time I try to connect to a client's computer. Is this a compatibility issue with the new processors on the Macs? Any plans for an updated version of the console for M1 based Macs?

AshC

@Aries_LMI The Accessibility permissions on Mac should be the only hurdle to overcome there. Agents using Rescue to connect from Macs should utilize the beta version we just released (in this thread).

Aries_LMI

Just adding that I Did successfully connect to an Intel MacOS 11.1 device today without issue, so now I'm a little confused as to what may be wrong.

Aries_LMI

A few basics:

I'm using a corporate license and have no control over the technician console
I can't speak on behalf of the company
I've already alerted our IT for investigation on their end
I've confirmed the issue on M1 and Intel Mac running the stated OS as well as within Parallels on an Intel Mac
Technician console is running in Windows 10

Essentially, once the LMI.app is downloaded and the client attempts to launch it, nothing happens. You get the launch animation and that's it. I've checked in the System Monitor (?) and don't see LMI hiding in the background. I've tried enabling/disabling the OS' firewall as well as adding the applet to the white list. I've tried pre-adding LMI to the appropriate permissions. My instincts point me to the fact that the random PIN prevents LMI from being used from the App store, but that wasn't an issue with Beta nor 11.0.1.

pvuong

Hi,

I could not install the beta link either so I called support. What did the trick was clicking the screen recording option for LogMeIn in Security and confidentiality. The technicien also click the microphone for LogMeIn apps.

Hopes this helps!

Pascale

Quentin_T

@AshC exactly the same. Because I had already tried with this version. When I click on remote control, the software blocks.

AshC

@Quentin_T After you installed the beta update linked in this thread, what was your exact experience?

Quentin_T

@AshC Sorry I said I tried it before and it doesn't work

AshC

@Quentin_T Please try the beta version available in the solution of this thread.

Quentin_T

Hello,

Since the official release of macOS BigSur. Colleagues and I are unable to take control of a computer remotely.

My computer is in macOS BigSur, the LogMeIn software works perfectly, except for remote controls.

When I click on the button to take control, the software freezes and I am forced to Force Quit.

PS: I even tried with Beta software

Do you have a solution to this problem?

A patch is planned soon?

Regards,

PMLouis

Hi @AshC ,

It works for me now, It was a security problem, Logmein had to be approuved before having access and we didn't see that.

Thank you !

PMLouis

Hi @AshC ,

According to me i cannot see the windows when i get access to the mac Laptop with Mac OS big Sur.

Before this version i could easily get access to this laptop.

In this Picture, you will only see the menu on the top but you cannot see any windows that are actually opened on the laptop.

How can you help me solve this issue ?

Credimus

How soon is your soon? We're beginning to look at other remote access/management tools already.

Aubrie10

When can we expect this to start working? I am not able to access the file manager, which is a big part of my job.

AshC

@tjiww We haven't seen any cause for concern when testing the install of Rescue clients on Big Sur operating systems. Please let Customer Support know if you find otherwise so they may gather log files for examination.

tjiww

Hey it's been 22 days or so.. can we use LogMeIn Client to connect to Windows machines for basic remote control? Mac OS Big Sur is out today.

Thanks so much for any reply you can take time to share.

Brittanie

Thanks for the information navyarmyccu.

AshC

Hey folks, thanks for your patience. We expect to have full Mac Big Sur compatibility soon.

You can check this support page for release updates: https://support.logmeinrescue.com/rescue/help/whats-new-in-logmein-rescue

pressf2forsetup

Same issue.

I use LogMeIn for support and desperately need this feature to work!

Right now, I have to use a Windows client to connect to the target computer just to transfer files!

bradhs

Same problem... Anyone have a solution to this?