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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
LRP wrote:
Yes, using web-based RescueAssist.
Retested on 7/31/2019 with FireFox V68.0.1 64-bit, and it worked perfectly.
Thanks for your input - but the steps you outlined required the end-user to input their password - which doesn't help with unattended access...
Hi,
GoToAssist Customer (1624) is the application your client needs to give permission to in their Security & Privacy settings.
Yes, using web-based RescueAssist.
Retested on 7/31/2019 with FireFox V68.0.1 64-bit, and it worked perfectly.
Bump. Again.
Glenn/Ash - anything to add here?...
- Thanks LRP, this is useful. Though if the local user must enter their password, it is not really unattended...but better than nothing.
And you mean web-based RESCUEASSIST, right? - Moisiepants,
You describe precisely what the have seen many times in recent weeks. It is frustrating. I have tried other remote software, and the Mojave problem has been resolved. Waiting for the same with G2A. Hello everybody:
Here's what is working for Mac Mojave as of 7/20,2019.
On Mac setup unattended as usual using the standard URL followed by the /unattended option.
To successfully connect and control this Mac, the local user has to enter their password. Then you use web-based REMOTEASSIST from either PC* or Mac Safari**.
* From Windows 10 PC used Google Chrome Version 75.0.3770.142 (Official Build) (64-bit) to successfully connect. Even though documentation says Firefox is acceptable, the latest version could not complete the connection.
** From Mac Mojave used Safari to successfully to connect. Did not try Google Chrome or FireFox.
Hope this helps with the frustration.
G2AX still works successfully with connecting and controlling Windows PC's.
Bump.
Hello:
I'm still having repeated issues with setting up G2A Unattended 4.5 Build 1610 on Mojave client machines.
I've just tried again on a system which has been migrated from an older system. In setting up, I've:
- Run the G2A Uninstaller;
- Deleted /Library/Preferences/com.logmein.GoToManage.plist
- Download the unattended installer from http://fastsupport.com/unattended
- Run it successfully - entered appropriate account information - the G2A Unattended menu bar icon appears as expected.
In attempting to run a remote session, I can successfully establish a connection - but I have no keyboard or mouse control over the remote system.
In System Preferences > Security & Privacy > Privacy > Accessibility, I have g2ax_launchagent_customer and g2ax_starter_customer enabled.
...But then, whilst typing this up, I seem to have gained keyboard/mouse control with no further interaction to prompt it...
On stopping the remote session, and starting a new one to investigate further:
- The remote session starts - I can see the client's screen on my G2A Expert, but no keyboard/mouse control;
- Then the client machine goes to the login screen - but it's at least two minutes before I see this update on my G2A Expert;
- In my G2A Expert, I attempt to click on the user account icon in order to log in. This click never seemed to register - but after about five minutes, I had keyboard and mouse control and was able to login;
- Once logged in, I lost keyboard and mouse control again for another six minutes - but it then mysteriously started working again.
Clearly something is amiss here...
yellowhammer They definitely should not be behaving that poorly. Have you been able to compare a RescueAssist connection side by side for comparison?
