Using LogMeIn Rescue on MacOS Mojave and Catalina for Design Manager Help

Modified on Mon, 03 Oct 2022 at 08:44 PM

LogMeIn Rescue is an app that allows our technical support team to share screens and assist remotely by controlling the mouse and keyboard input.

First, you will receive a link or a code to manually type into or 

Enter in the code, then hit the Start Download button.  It will download a Support-LogmeinRescue App to your downloads.

Give that file a double-click.  If it downloads a .zip file, its recommended to drag that icon to the desktop then double-click.

Click Open\Ok\Allow through any security popups.

Next, you will receive a prompt to Open System Preferences.

Click the lock icon in the lower left corner to make changes.

Enter in your Mac password.

You must check off any of the boxes under Privacy > Accessibility

including: BashAEServer, and SupportLogMeIn 

Next, switch the category on the left pane to Screen Recording

Check off the access for Screen Recording

The boxes may be any combination of: BashAEServer, and SupportLogMeIn 

Note: You may not see all of the boxes listed. If you see none of the boxes listed, please end the Rescue session and try connecting again, some systems take a second launch attempt to get the choices to appear properly.

End-users on Catalina 10.15.2 need to also perform the following additional setting:
System Preferences > Security & Privacy > Privacy > Full Disk Access > Add  supportlogmeinrescue.

That should allow the technician to remotely view and control your screen.

To End Access, simply hit the red X in the chat window, close out of LogMeIn Rescue and the system is no longer able to be controlled with the one