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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 the "technician" to control the computer until a privacy setting has been modified.
The main problem with this is, the privacy setting modification required admin rights... which only the technicians in my situation have!
As of now, it seems like one of our technicians will have to modify this in-person on each computer, which is not practical since many computers are remote.
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.
89 Replies
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. I 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 uninstall via the application.
One major issues 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.
Hi,
I do not see Apple removing the new privacy and security settings that they introduced, so you will have to guide the client through giving permission if they are unable to follow the prompt that we display on their screen. This issue is not unique to GoToAssist or RescueAssist, they will have to do the same thing with TeamViewer or any other application that needs that kind of access to their system. If this is an issue because your client is not an admin on their Mac I have read you can push a config profile to give the appropriate permissions if you have the right setup.
GTA was everything I wanted and more. The reports, the recordings, ease of connecting with customers. On Windows computers it's still great, occasionally I'll have an issue where it's not running as service and will need user input to make changes. On the Mac, GTA doesn't work at all with Catalina and barely works with Mojave. I renewed for another year in October, kind of second guessing that now, I think TeamViewer is probably the way to go, does anyone else have any suggestions for alternatives?
I don't think will ever be fixed.
We are being pushed towards RescueAssist if we like it or not.
In some ways it is better, especially with multisession windows.
But I will miss the speed of the old GTA Expert app.
Logmein was sold to a private equiity firm in Dec 2019, so I would expect more changes.
Let's hope they listen to thier users!
<Continues screaming into the void>
Another three weeks pass - and still no word from LogMeIn. :-(
By 10am today, I'd already wasted an hour of my time waiting for client Mojave machines to start responding over G2A Unattended... Not good when you're trying to deal with time-critical issues. Had to resort to TeamViewer eventually to Get Work Done.
Another month later - and tumbleweed...
Update: I cannot connect to the client (unattended) at all unless the user accepts, then it will just allow me to view only. This is for both the MacOS Expert Client and with RescueAssist.
I recently had to connect to a Mac which is using MacOS Catalina. I can connect to it and see everything but I cannot control the Mouse or Keyboard. I have tried from app as well as RescueAssist. Anyone else have this problem?
MoisiePants wrote:So I have two choices:
- Use RescueAssist - can't login from a fresh boot, but can start a session immediately;
- Use G2A - can login from a fresh boot, but can't start a session immediately.
Any suggestions?...
A month later - and no suggestions from LogMeIn. Really glad I'm paying my monthly subscription... Had an incredulous customer on the phone today, who was aghast that I would have to wait at least ten minutes before I could do anything on their machine, even though I was able and willing to act immediately.
