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MacOS Mojave Privacy Setting Causes Chicken or Egg Dilemma
Recently installed the latest version of MacOS as of 20180924 (Mojave) on a test laptop. The first issue I have noticed is that when connecting to this client for the first time, it will not allow the "technician" to control the computer until a privacy setting has been modified.
The main problem with this is, the privacy setting modification required admin rights... which only the technicians in my situation have!
As of now, it seems like one of our technicians will have to modify this in-person on each computer, which is not practical since many computers are remote.
All,
As the OP, I appreciate everyone's feedback over the past year (in two days...) on this issue.
I'm not sure if anyone has tried this solution yet, but I believe I've (finally) figured out something that works... at least for me.
New Computer:
- When setting up the new Mac (with Mojave), install GoToAssist Unattended as usual.
- Note that after the install, you'll notice nothing new show up in the Privacy settings... and it would only show up when trying to connect later on and control.
- To get ahead of this, navigate to the privacy settings accessibility window
- Separately, in Finder, navigate to
/Library/Application\ Support/GoToAssistRemoteSupport/GoToAssist\ Customer.app/Contents/Helpers
- Find the file, "g2ax_launchagent_customer"
- Click and drag that file into the "Allow the apps below to control your computer" window.
- Note that this needs admin, but if you're performing the install of unattended support then that would be expected regardless.
Existing Computer - Mojave Upgrade:
- Follow the same steps as above for a new computer, skipping the install of GoToAssist Unattended (assuming it's already installed)
- After adding the file to the accessibility window, continue to upgrade to Mojave
At this point, the computer is ready to be given to the user. You should now be able to use GoToAssist and control the computer.
- When setting up the new Mac (with Mojave), install GoToAssist Unattended as usual.
89 Replies
This new beta version does not fix this issue at all. I installed G2A 4.8 Build 1692 on a client machine running macOS Mojave (10.14.6) using fastsupport unattended website. The remote session starts and I have mouse/keyboard control, not after you restart the MacBook. The G2A app never automatically relaunches in the Menu bar after an OS reboot, therefore you cannot another start unattended session. When is this going to be fixed?
Hi,
All agents whose account update settings are configured for Regular Updates or Regular & Beta Updates will receive an update of the latest version (v4.8, b1692) for the GoToAssist Expert and Customer desktop applications in a phased rollout beginning May 2, 2020.
If you wish to upgrade before then, you can set your Device Groups to Regular & Beta Updates or Infrequent Updates and select the new version specifically https://support.logmeininc.com/gotoassist-remote-support/help/about-infrequent-updates-g2ars090080
I can't seem to get the new beta version.
I'm currently on GTA V4.7 build 1673.
I've updated my Admin Settings to include beta updates.
I've tried "check for updates" several times - nothing gets downloaded.
I've "exited" from GTA and restarted computer - no new update for GTA.
What else can I try?
Can you provide a link or steps on navigating to this beta channel?
Hi,
GoToAssist Remote Support v4.8 build 1692 is now available in the beta updates channel. It includes fixes for:
- Generating new support sessions on Mac OS Catalina
- Connecting to an Unattended Mac even if there is no user actively logged in
When you have time please try it and report back.
Has anyone been able to solve this? I have the same issue with Logmein using client version 4.1.7394 (PlugIn: 1.0.2424) on a MacBook Pro running 10.15.3 attempting to connect to an iMacPro running 10.15.3. I cannot get mouse or keyboard input to function on the host computer.
Hurumph. The monthly bump that accessing Unattended Mojave clients is a painful, time-wasting experience.
Much like hoping for a useful response on this forum...
GlennD wrote:Hi,
I do not see Apple removing the new privacy and security settings that they introduced, so you will have to guide the client through giving permission if they are unable to follow the prompt that we display on their screen....
But *still* no word as to the ridiculous, infuriating, wasteful delay when I attempt to connect to an Unattended Mojave machine...
What are the issues with reporting?
I use GTA and RA interchangably and see all my sessions from both in my GTA reports.
Sorry about the typos, ugh. I'm just going to re-post my last comment corrected.
I do understand that TeamViewer requires you to give "Full Disk Access" and "Screen Recording". However, for some reason it is so much easier guiding customers through TeamViewer. A window pops up that shows them what needs to be done and if the permissions are correct.
Am I correct when I say that GoToAssist does not work with Catalina at all? I've had some of my "Unattended" customers upgrade to Catalina while GTA was installed, when this happens you can't uninstall via the application.
One major issue I've had in the past with Rescue Assist is the "reporting" and "recording", so much so, I stopped using it, has that been resolved as far as you know? I do a lot of remotes, I rely on the reporting and recording to do my billing, most important to me.
