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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
6 years ago

Hi,

 

GoToAssist Remote Support v4.8 build 1692 is now available in the beta updates channel. It includes fixes for:

  • Generating new support sessions on Mac OS Catalina
  • Connecting to an Unattended Mac even if there is no user actively logged in

When you have time please try it and report back.

LRP's avatar
LRP
Active Contributor
6 years ago

I can't seem to get the new beta version.

I'm currently on GTA V4.7 build 1673.

I've updated my Admin Settings to include beta updates.

I've tried "check for updates" several times - nothing gets downloaded.

I've "exited" from GTA and restarted computer - no new update for GTA.

What else can I try?

 

 

  • HHI's avatar
    HHI
    Active Contributor
    6 years ago

    This new beta version does not fix this issue at all.  I installed G2A 4.8 Build 1692 on a client machine running macOS Mojave (10.14.6) using fastsupport unattended website.  The remote session starts and I have mouse/keyboard control, not after you restart the MacBook.  The G2A app never automatically relaunches in the Menu bar after an OS reboot, therefore you cannot another start unattended session.  When is this going to be fixed?

  • GlennD's avatar
    GlennD
    GoTo Manager
    6 years ago

    Hi,

     

    All agents whose account update settings are configured for Regular Updates or Regular & Beta Updates will receive an update of the latest version (v4.8, b1692) for the GoToAssist Expert and Customer desktop applications in a phased rollout beginning May 2, 2020.

     

    If you wish to upgrade before then, you can set your Device Groups to Regular & Beta Updates or Infrequent Updates and select the new version specifically https://support.logmeininc.com/gotoassist-remote-support/help/about-infrequent-updates-g2ars090080