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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 th...
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.
Hi there,
Can you be a bit more specific with what privacy setting you modified? We are seeing this same issue on our end, but I'm not sure what you changed.
Thank you!
shultzm At the Mac work station itself:
- Go to System Preferences from the Apple menu in the top-left
- Click on Security & Privacy
- Go to the Privacy tab and click Accessibility on the left menu
- Check the GoToAssist Expert app, RescueAssist app, or the Rescue applet
- Save the change
This should resolve the issue, although they may need to re-launch and/or re-download the app and start it again. So I'm having this issue on a remote user's mac I'm trying to support, should I add GotoAssist Customer (XXXX)? When I do it appears as g2ax_starter_customer in the list but no keyboard. There is no GotoAssist Expert on this unattended install.
Thx
