FAQ

I cannot play my Rescue screen recording on a Mac. What can I do?

Issue

Objective

Environment

Procedure

Answer

Symptom

You try to play a screen recording on a Mac computer, but it cannot be played in any media playback software.

Cause

The following formats are not compatible with Mac media playback software:
  • AVI
  • RCREC
 

Resolution

Solution:

Save screen recordings as MRLE or MSVC files.
In the Rescue Administrator Center under Technician Group > Settings > Screen Recordings, Administrators can set the Recording file format to either Microsoft RLE (MRLE) or Microsoft Video 1 (MSVC) (32-bit only). Both can be played using media playback software compatible with Mac.

Workaround:

Convert your screen recordings to MRLE format using a Windows PC.
Download an MRLE converter, and change the file format of your recordings. LogMeIn does not endorse or recommend any particular converter software.

 

Cause

Resolution

Additional Information