MacOS Mojave Privacy Setting Causes Chicken or Egg Dilemma

[cdavis714]

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.

[GlennD]

Hi,

Yes, this new security feature being introduced by Apple is going to create some extra work initially. If you decide to upgrade clients to Mojave, you will need to make sure someone is present at the Mac to give the various applications permission. 

[LRP]

Also cannot type password on sign-in screen on Mojave & Release 1610.

Could do it on Release 1599.

Tried from Windows GTA Expert & iPhone GTA.

Regards,

LRP

[GlennD]

Hi @LRP

Just to confirm;

• The Mac was already running Mojave and you had been connecting to it using build 1599 successfully?
• You had already gone through the new Mojave security prompts and allowed GTA-RS?
• After the Unattended Mac updated to build 1610 you can still connect but are unable to login because it won't let you enter the password?

Through the manage devices in your account, you can switch the Macs device group back to build 1599 and see if it will let you enter your password. I'll report this to the team.

[LRP]

Re: MacOS Mojave Privacy Setting Causes Chicken or Egg Dilemma

Hi @LRP

Just to confirm;

The Mac was already running Mojave and you had been connecting to it using build 1599 successfully?  - YES

You had already gone through the new Mojave security prompts and allowed GTA-RS? – YES

After the Unattended Mac updated to build 1610 you can still connect but are unable to login because it won't let you enter the password? – Correct, cannot remotely type in the password. Has to be entered locally.

Through the manage devices in your account, you can switch the Macs device group back to build 1599 and see if it will let you enter your password. – Yes, “downgraded” all my remote Mac’s to Release 1599 to be able to type in password.

I'll report this to the team. – Thank you.

[EKKG]

Logged on to customers computer (Mojave & 1599) successfully. Could not control mouse, had customer open Security & Privacy, unlock and put a check mark next to g2ax.launchagent.customer. Still could not control mouse or keyboard, had customer restart. Had a lot of difficulty connecting and when I finally did, still could not control mouse or keyboard. BTW, same goes with TeamViewer, would not allow me to connect at all.

[shultzm]

Hi there,

Can you be a bit more specific with what privacy setting you modified? We are seeing this same issue on our end, but I'm not sure what you changed.

Thank you!

[AshC]

@shultzm  At the Mac work station itself: 

1. Go to System Preferences from the Apple menu in the top-left
2. Click on Security & Privacy
3. Go to the Privacy tab and click Accessibility on the left menu
4. Check the GoToAssist Expert app, RescueAssist app, or the Rescue applet
5. Save the change

This should resolve the issue, although they may need to re-launch and/or re-download the app and start it again.

[John4111]

So I'm having this issue on a remote user's mac I'm trying to support, should I add GotoAssist Customer (XXXX)?  When I do it appears as g2ax_starter_customer in the list but no keyboard.  There is no GotoAssist Expert on this unattended install.

Thx

[AshC]

@John4111  There is no special process to bypass the Mac security feature.  The Mac User should allow GoToAssist, and then you can connect in directly.  

** I'm not exactly sure what you meant by "in the list but no keyboard".