With the release of Mac OS 10.14 Mojave, new security settings require users to provide Remote Support applications access to the Mac’s Accessibility features. With the release of Mac OS 10.15 Catalina, Full Disk and Screen Recording access were included as well.
The goal of this article is to give you every step needed to enable our Remote Support application.
- Tip: Have your Mac username and password ready complete the process
Open System Preferences
Your Mac will ask you to grant access to the Accessibility features when you start Remote Support for the first time. The prompt will give you two options and you will need to select Open System Preferences.
Click the Lock to Allow Changes
In order to make changes in the Security & Privacy settings you will need to click the lock icon in the lower left of the window. When prompted you will need to provide the username and password for your Mac.
Once you have clicked the lock icon the prompt requesting your Mac credentials will appear. Enter them and click Unlock.
Provide Accessibility access to Remote Support
Ensure that you have checked the box next to Remote Support.
Provide Full Disk Access and Screen Recording access to Remote Support
The Mac will ask if you want to quit Remote Support once you provide Remote Support with Full Disk Access and Screen Recording permissions. Select the option for Later after you enable Full Disk Access, but select the option to Quit Now after enabling Screen Recording.
Close Security & Privacy Settings – Reopen Remote Support
You have successfully updated your security settings. Now you can reopen the Remote Support application. Our support technicians will now be able to give you hands-on assistance.
Article: Exporting Data (Spreadsheets) to your Mac, from the Remote Desktop App – Mapping Directories
Article: Configure Microsoft Remote Desktop 8 – For Mac Users (Logging into Trail Blazer on your mac)
Article: Adding a New Database User and Setting their Security Settings
Video: Getting Started Playlist on YouTube
Download: Trail Blazer Remote Support
Download: Microsoft Remote Desktop 10
Download: Trail Blazer Mobile Base Camp (iOS App)
Download: Trail Blazer Mobile Base Camp (Android App)
Trail Blazer Live Support
* As a policy we require that you have taken our intro training class before calling or emailing our live support team.
* Click here to view our calendar for upcoming classes and events. You can sign up other members on your team for the same training.
* After registering you’ll receive a confirmation email with the instructions for how to log into the GoToMeeting session where we host our live interactive training classes.
* This service is included in your contract.
Author: Piatt, Kevin
Last Updated: 2019-11-05