HELP FILE

How can I remotely control a customer's Mac running macOS Catalina?

New security features have been added to macOS Catalina (10.15) that require additional permissions for using the full feature set of the HelpAlert desktop application for Windows. In order to remotely control your customer's Mac running macOS Catalina, the steps below must be performed on the customer's Mac. You can connect to your customer's Mac in a view-only session and walk them through the steps using Chat, or send them these instructions to perform on their own.

Note: For customers joining standard support sessions from a Mac running macOS Catalina (10.15) or later, the representative must be running HelpAlert v11.9.11, b1379 or later.

  1. On the customer's Mac, navigate to the System Preferences by doing either of the following:
    • Click the System Preferences icon in your Dock
    • On the Menu Bar, click the Apple menu then select System Preferences
  2. Click Security & Privacy.
  3. Click the Privacy tab.
  4. Click the Unlock icon in the bottom-left, then enter your Mac username and password.
  5. Click Accessibility in the left menu.
  6. Check the box to allow control for the following app:
    • GoToAssist Corporate Customer

  1. In the left menu, click Screen Recording.
  2. Click the Privacy tab.
  3. Check the box to allow screen recording for the following app:
    • GoToAssist Corporate Customer
  4. If desired, click the lock to prevent further changes.

Related

Join a Standard Support Session on Mac