Prerequisites / Minimum Requirements

Before beginning a LogMeIn Rescue remote support session, ensure:

• You are using a Mac computer running a current, supported version of macOS.
• You have an active internet connection.
• You have contacted the Creighton Service Desk and received a 6-digit LogMeIn Rescue PIN.
• You are signed in to the Mac with an account that can approve system security prompts.
• Any important work has been saved before allowing remote access.

Notes

• This article applies to macOS devices only.
• Newer versions of macOS require users to explicitly approve:
  • Screen & System Audio Recording
  • Accessibility
• Without these permissions, the Service Desk technician may be unable to view or control the computer.

End State / Outcome

• Successfully connect to a LogMeIn Rescue remote support session using a 6-digit PIN provided by the Service Desk.
• Grant the required macOS permissions for Screen & System Audio Recording and Accessibility.
• Allow the Service Desk technician to securely view and control the Mac remotely.
• Enable the technician to diagnose and resolve technical issues during the support session.

How to Steps

Step 1 – Go to LogMeIn Rescue

1. Open a web browser.
2. Navigate to https://logmein123.com.
3. Enter the 6-digit PIN provided by the Service Desk technician.
4. Click Join Session.

Step 2 – Download the Rescue App

After clicking Join Session, the LogMeIn Rescue app will download automatically.
 

Step 3 – Launch the Rescue App

1. Open your Downloads folder.
2. Locate Support-LogMeInRescue.app.
3. Double-click the application to launch it.

Step 4 – Allow Local Network Access

The first time the application launches, macOS may ask to allow access to devices on your local network.

1. Click Allow.

This permission helps establish and maintain the support connection.

Step 5 – Approve Technician Access

When the technician joins the session, you will receive a request to allow support access.

1. Review the permissions requested.
2. Click OK.

Step 6 – Configure macOS Security Permissions

A permissions window will appear indicating that additional security permissions are required.

The technician cannot fully assist until both permissions below are enabled.

Step 7A – Enable Screen & System Audio Recording

1. Click Open Screen Recording.

2. System Settings opens automatically.

3. Navigate to:

   System Settings → Privacy & Security → Screen & System Audio Recording

4. Locate Support-LogMeInRescue.app.

5. Turn the toggle switch ON.

Why this permission is required

This permission allows the Service Desk technician to:

• View your screen
• Observe settings and applications
• Troubleshoot issues remotely

Step 7B – Enable Accessibility

1. Return to the LogMeIn Rescue permissions window.

2. Click Open Accessibility.

3. Navigate to:

   System Settings → Privacy & Security → Accessibility

4. Locate Support-LogMeInRescue.app.

5. Enable the setting.

Why this permission is required

This permission allows the Service Desk technician to:

• Control your keyboard
• Control your mouse
• Perform troubleshooting steps on your behalf

Important

If Screen Recording is enabled but Accessibility is not enabled:

• The technician can see the screen.
• The technician cannot move the mouse or type.

Important

If Accessibility is enabled but Screen Recording is not enabled:

• The technician cannot see your desktop.
• Remote support will be limited.

Step 8 – Verify Remote Control is Active

After both permissions are enabled, the session will reconnect and the technician will be able to assist you.

You should see messages similar to:

• "You have granted full permission to the support representative."
• "Remote Control started."