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.
Solved! Go to Solution.
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:
/Library/Application\ Support/GoToAssistRemoteSupport/GoToAssist\ Customer.app/Contents/Helpers
Existing Computer - Mojave Upgrade:
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.
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.
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
Hi @LRP
Just to confirm;
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.
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.
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.
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!
@shultzm At the Mac work station itself:
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
@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".