Forum Discussion

cdavis714's avatar
cdavis714
Active Contributor
7 years ago

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
    6 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. 

     

EKKG's avatar
EKKG
Active Contributor
6 years ago

Haven't bothered too much with this lately, too busy. Today I setup a new iMac in my office that has Mojave 10.14.4. I downloaded the unattended installer from the GoToAssist website and installed it on the iMac.

The install was sucessful and when I updated "My Unattended Computers" the iMac in question was there.

I initiated a connection from my computer and a dialog box appeared on the iMac, I clicked "accept" and the message came up "g2ax_launchagent_customer" would like to control this computer using accessibility features. Grant access to this application in Security & Privacy preferences, located in System Preferences. I followed through on those instructions but I will not allow me to control the computer. When I ended the session from my computer, it will not end on the iMac, had to force quit. At this point, I uninstalled the Unattended Support and tried to connect via fastsupport.com. I tried with Safari, Firefox and Chrome, I get the following message, "The download failed" Unfortunately, the GoTo Opener wasn't able to start GoToAssist. Failed to download the required application from our servers. Please restart the download or contact Global Customer Support at http://link.logmeininc.com/get-help. Just to make sure it wasn't something going on with GTA, I went to fastsupport.com and connected to one of my PC's.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    Yeah EKKG  --  That is more of a complete failure from several angles.  If you want to create a case with Customer Support when you are next at that computer, then they can fully document that Mac environment to figure out where the issues are coming from.

    • Michael M's avatar
      Michael M
      New Contributor
      6 years ago

      Any futher word on this issue? I am unable to control my client's Macs running Mojave—which is a bigger portion  of my clients every week! I'd just jump to RescueAssist, but as has been pointed out in other threads, it is not quite up to GTA in terms of functionality. 

      • EKKG's avatar
        EKKG
        Active Contributor
        6 years ago

        I've stopped using Rescue Assist altogehter, it doesn't record my sessions reliably and I use that to help me with my billing. Honestly, I don't think much of anything has been resolved for a while now. Often times I have to get the customer to download Teamviewer so I can get the work done. My contract runs until September, not sure what I'm going to do after.