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cdavis714's avatar
cdavis714
Active Contributor
8 years ago
Solved

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...
  • cdavis714's avatar
    cdavis714
    7 years ago

    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. 

     

GlennD's avatar
GlennD
GoTo Manager
7 years ago

Hi EKKG 

 

Version 4.5 build 1610 is the latest version of Remote Support, with it you can access your Remote Support Unattended computers from the RescueAssist console. Your account and Unattended computer groups must be set to a mixture of Regular and Infrequent Updates which is why you are being prompted to upgrade and downgrade at times.

 

Chad Johnson1's avatar
Chad Johnson1
New Contributor
7 years ago

Hi GlennD 

Im not being prompted by anything, I was uninstalling the OSX package as per the possible solutions in this thread. Still no luck controlled the OSX machine.

Automatically = Using the uninstall icon in OSX

Manually = Uninstalling as per this

 

My issues is not finding the latest release or knowing how to use GTA, its the fact the your OSX Unattended package does not work relaibliy with OSX Mojave.

 

AshC 

Thanks I'll try with another profile. I know that at one time there was an odd bug in the GTA package that it would not allow Unattended support if the OSX username had spaces in it. This user however is just a single word, Patricia.