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

    New security features have been added to macOS Catalina (10.15) Big Sur (11.0) 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 or Big Sur, 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:
    • Representatives must be running HelpAlert v11.9.11, b1379 or later to support customers joining from macOS Catalina (10.15).
    • Representatives must be running HelpAlert v11.9.14, b1393 or later to support customers joining from macOS Big Sur (11.0).

    Allowing Accessibility and Screen Recording permissions

    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 keyboard & mouse control for the following app:

      GoToAssist Corporate Customer

    7. In the left menu, click Screen Recording.
    8. Click the Privacy tab.
    9. Check the box to allow screen recording (which includes displaying the entire screen with icons and dock) for the following app:

      GoToAssist Corporate Customer

    10. If desired, click the lock to prevent further changes.

    Troubleshooting

    If the GoToAssist Corporate Customer app is not displayed in your App List, you can manually add the app by doing the following:

    1. During your active session, right-click the GoToAssist Corporate Customer icon in your dock, then go to Options > Show in Folder.
    2. Note the path of installation.
    3. Return to the Security & Privacy Settings (under System Preferences).
    4. Select Accessibility or Screen Recording in the left navigation.
    5. Click the Add button below the list of apps.
    6. Navigate to the installation location you noted in Step #2 and select the GoToAssist Corporate Customer app.
    7. Repeat Steps #4 - 6 to ensure both Accessibility & Screen Recording have the GoToAssist Corporate Customer app listed.
    8. If desired, click the lock to prevent further changes.
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    Article last updated: 27 September, 2022