When attempting to screen-connect with a Mac user, you may notice that you can see their desktop, but nothing else. The desktop may appear blank to the analyst troubleshooting your issue, and the user will not be able to see the analysts' cursor and you will not be able to interact with the user's computer. A fix has been found that the user with the computer the agent is attempting to connect to can apply to correct this.

What is the reason the Analyst is unable to ScreenConnect to my Mac?

This problem typically occurs when the customer whom the agent is attempting to screenshare with has a Mac and their security settings won't allow the agent to view or interact with their system. 
 

Updating your Security Settings to allow the ScreenConnect Session to Work

When a customer with a macOS attempts to ScreenConnect, they will want to Allow Screen Recording and Accessibility Access. Once the screen connect software is installed, the customer will see this Warning Dialogue Prompt for Screen Recording Access 
 

To do this, use the following steps:

1. Click Open System Settings.
2. Scroll down the left menu and select the Privacy & Security section(Figure 1).
   
   Figure 1:
   
3. Scroll down in the right menu and select Screen & System Audio Recording (Figure 2).
   
   Figure 2:
   
4. Slide the dongle next to Screen Connect Client or "ConnectWiseControl" to the on position. (Figure 3)
   4a. You may be asked to enter the Administrator Username and Password of your Mac in order to proceed.
   4b. This will NOT be your ISU credentials. Use the same username and password you use to unlock your computer after a restart.
   
   Figure 3: 
   
5. You may be informed that ScreenConnect needs to be Quit and Reopened after updating settings. If so, click Quit & Reopen (Figure 4).
   
   Figure 4:
   
   
6. Once re-opened, you may get another prompt asking to Open System Settings, if so, click Open System Settings.
7. Select Privacy & Security again from the left hand menu. (Figure 1) 
8. Scroll down to Accessibility in the right-hand menu and click it.  (Figure 5).
   
   Figure 5:
   
9. Toggle on ScreenConnect Client or "connectwisecontrol" (Figure 6)
   9a. You may be asked to enter the Administrator Username and Password of your Mac in order to proceed.
   9b. This will NOT be your ISU credentials. Use the same username and password you use to unlock your computer after a restart.
   
   Figure 6:
   
   
10. Once Accessibility and Screen & System Audio Recording have been modified to enable ScreenConnect Client and/or ConnectWise Control Client. The TSC Analyst should now be able to view and interact with your Mac computer.
     
     
    
    

How to Get Help

Technical assistance is available through the Illinois State University Technology Support Center at:

• Phone: (309) 438-4357
• Email: SupportCenter@IllinoisState.edu
• Submit a Request via Web Form: Help.IllinoisState.edu/get-it-help
• Live Chat: Help.IllinoisState.edu/get-it-help