Troubleshooting access to your LogMeIn Resolve device
This article provides information on addressing issues with your device when its health indicator signals problems.
Here are the most common issues that you may experience:
- Zero trust validation failed
- Device duplication
- Screen recording or Accessibility permission is missing on macOS
Issue 1: Zero trust validation failed
- Symptom
- You cannot access or manage your devices. For example, you cannot launch the Terminal, initiate a remote control session, or start the File Manager.
- Cause
-
- You have changed your signature key: Your signature key creates a link between you and your devices. A new signature key cuts the old link. Therefore you have to reinstall and redeploy all your devices in LogMeIn Resolve using the new key.
- You have renamed the unattended installer: Do not rename the downloaded .exe or .msi installer because that prevents you from starting remote control sessions or running Remote Execution jobs on the deployed device. If you incidentally rename an installer, you have to uninstall the associated device first completely. Then you have to install it again without changing the name of the installer.
- The time zone or system time on the remote device may be out of sync: Remote execution provides an easy fix for devices where the system time is out of sync. See Sync the system time on your devices
Issue 2: Device duplication
- Symptom
- Your device keeps reconnecting, with its status alternating between offline and online intermittently.
- Cause
- Your IT Admin deployed your PC using a custom image file containing a LogMeIn Resolve installer. Consequently, all PCs deployed with this image attempt to connect to a single LogMeIn Resolve IoT device entry, contrary to the intended behavior where each device should utilize its dedicated entry.
- Solution
-
Delete the LogMeIn Resolve entry deployed with the original PC installation and reinstall the device.
Issue 3: Screen recording or Accessibility permission is missing on macOS
- Symptom
- Your remote control session is stuck in "connecting" status.
- Cause
- Due to enhanced macOS-level privacy control, agents cannot have remote control or screen-sharing access to computers running macOS Catalina (10.15) or above until an admin user sets specific necessary permissions.
- Solution
- After installing the unattended installer, follow the guided permission flow and assign the necessary permissions.
Article last updated: 21 October, 2024
