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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.
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
John4111 There is no special process to bypass the Mac security feature. The Mac User should allow GoToAssist, and then you can connect in directly.
** I'm not exactly sure what you meant by "in the list but no keyboard".
I'm still having some trouble with a couple of clients, however, when you login for the first time, you'll have to get the customer to open System Preferences to Security and have them unlock the and put a check mark on the application (Mojave), no way around it, someone has to be there the first time.
I was referring to your post about adding G2A to the system preferences - Security & Privacy - Privacy - Accessibility list and after adding GotoAssist Customer (XXXX) I still have no keyboard/mouse on the remote mac.
Hi John4111
Once the session starts, your client should see a prompt from their Mac to allow the software. If they miss it, they can do it from the System Preferences.
Ok so they must have missed it but now when I try to add it manually and click + and choose Applications - GotoAssist Customer (1599) it displays as g2ax_starter_customer and I'm still not able to control the mouse/keyboard even after a restart of the mac.
Do a full uninstall/reinstall of all of the current client applications you have on the client system running Mojave (I can see you have 3 versions on there). After reinstall, try to start an unattended session and you should get prompted to allow the control as EKKG and GlennD mentioned. It should show up in the Privacy tab in System Preferences --> Security & Privacy as "g2ax_launchagent_customer".
As you should know based on my original post on this thread, this requires admin privileges so you will have to be working with the client computer locally.
