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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. 

     

EKKG's avatar
EKKG
Active Contributor
6 years ago

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.

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

What are the issues with reporting?

I use GTA and RA interchangably and see all my sessions from both in my GTA reports.