Description of Problem
When installing ConnectWise on a Mac, you will be given a black screen. This guide aims to circumvent this issue.
TABLE OF CONTENTS
- 1. Installing the Mac access agent
- 2. Allowing screen recording and accessibility access
- 3. Check if the agent is running
- 4. Troubleshooting
- Step 1: I do not see the ScreenConnect client in the Screen Recording
1. Installing the Mac access agent
Step 1: Install the Agent
Your technician generates an installer for you in .pkg format and will distribute this to you. In most cases, the file will be named ConnectWiseControl.Client.pkg.
Step 2: Locate the Download .pkg file
Open Finder and navigate to the location of the package.
Step 3: Hold the Ctrl key and click the .pkg file
In order to run the package, you must open it from the context menu. Press the Ctrl key and click on the .pkg file. From the pop-up menu, click Open to run the file.
Important: If you double-click to run the installer, you will not see an option to Open it. You must open it from the context menu.
During installation, if you see the following "Installer" prompt, click OK.
Step 4: Open the .pkg file
You'll see a prompt notifying that macOS cannot verify the developer of the package. This is because ScreenConnect is not a Mac application, and the package file is created each time it is built.
To proceed, click Open.
Step 5: Complete the installation of the ScreenConnect agent
Follow each step of the installation wizard to install the ScreenConnect agent.
Note: To complete installation, you'll need to enter administrator credentials.
And the end of the installation, you'll also be asked to keep the .pkg file or move it to the trash. In most cases, you can move the installer to the trash.
2. Allowing screen recording and accessibility access
These final steps happen when a technician first connects to your machine. In order to control your machine, you'll need to enable a couple of settings in System Preferences. A large prompt will appear and guide you through the configuration.
Step 1: Have a technician connect to your machine
Upon connection, you'll see a large prompt that will guide you through the configuration.
Step 2: Allow Screen Recording access
In the Screen Recording section of the large prompt, click Request Access.
Note: Earlier versions of macOS require you to click the dialog's padlock icon before editing the Privacy settings.
Next, click the toggle switch for the ScreenConnect client. The client name begins with "connectwisecontrol".
If required, enter a username and password to allow your changes.
Next, a new message appears with the option to Quit & Reopen. Click Quit & Reopen and the client will automatically restart.
Once the client reopens and the large ScreenConnect prompt returns, you should see that Screen Recording access is granted.
Step 3: Allow accessibility access
Return to the large Review System Access window. In the Accessibility section of the window, click Request Access.
Note: Earlier versions of macOS require you to click the dialog's padlock icon before editing the Privacy settings.
Next, click the "connectwisecontrol" switch.
When you have finished, click the lock again to prevent further changes, and close the window.
For macOS Big Sur
If you don't see the "connectwisecontrol" client, add it by clicking the plus (+) icon at the bottom of the program list. Navigate to /opt/connectwisecontrol-xxxxxxx and select the client there.
Note: the directory/opt/ is a hidden folder. To access it:
- Click the (+) icon to open Finder.
- Press Command+Shift+G.
- In the text field, enter
/usr/local/opt - Open the /opt/ directory and you should see the "connectwisecontrol" client. Click on it to add it to the program list, and click on the checkbox to enable it.
Step 4: Verify your changes in the Review Access window
You should see a green circle and a Granted status for both Screen Recording and Accessibility.
A technician should now have remote control over the macOS device.
3. Check if the agent is running
To confirm the agent is running on the machine, open Activity Monitor. ScreenConnect will appear in the processes list as ConnectWise Control Client.
4. Troubleshooting
Step 1: I do not see the ScreenConnect client in the Screen Recording
If you don't see the "connectwisecontrol" client, add it by clicking the plus (+) icon at the bottom of the program list.
Navigate to /opt/connectwisecontrol-xxxxxxx and select the client there.
Note: the directory/opt/ is a hidden folder. To access it:
- Click the (+) icon to open Finder.
- Press Command+Shift+G.
- In the text field, enter
/opt - Open the /opt/ directory and you should see the "connectwisecontrol" client. Click on it to add it to the program list, and click on the checkbox to enable it.
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