Configure macOS for Take Control sessions

Apple introduced a new security requirement for all remote support solutions as of macOS 10.14 (Mojave) that limits Remote Access control on devices prior to user approval. Without Accessibility and Full Disk Access approval, the Mac device does not allow interaction with the remote desktop and acts as if it is in View Only mode.

To access a macOS 10.15 (Catalina) with Take Control, the end user must approve Screen Recording permission because Apple restricts the ability to authorize Screen Recording Permissions to the logged in user.

Apple updates its security posture with each new macOS version and authorized settings are reset during the update process. In this scenario, the Mac user may need to re-authorize the settings and reboot their computer for the settings to take effect.

For Mac Agent 3.4.0 and later, when a device is enrolled in Device Management for Apple, end user notifications from our software are reduced and all our installed applications have the required permissions. For example, a device enrolled in Device Management for Apple has Accessibility and Full Disk Access permissions enabled.

To allow remote control, ensure your Mac user has Admin Permissions and follow these steps on the device:

  1. Go to System Preferences > Security & Privacy

    If the Mac user is prompted to enable the Security & Privacy preferences, they can click Open System Preferences in the dialog and follow the steps below.

  2. Select Privacy and click Accessibility from the list of items on the left

  3. Click the padlock in the bottom left corner to unlock and edit these settings
  4. If prompted, enter the computer's administrative account credentials
  5. Select the box next to the target Take Control solution
  6. If the target Take Control solution is installed on the computer but not displayed in the list:
    1. Click the plus icon below the list and use the Finder to navigate to your Applications folder
    2. Select the target Take Control solution and click Open

      The target Take Control solution appears in the list for selection.

    3. Select the box next to the target Take Control solution
  7. Next, select Screen Recording from the list of items on the left
  8. Select the box next to your Take Control solution
  9. Before closing the Security & Privacy window, select Full Disk Access
  10. Select the box next to your Take Control solution
  11. Close the Security & Privacy window

Settings applied during an active session can lead to control problems, please close the current Take Control session then reconnect to the Mac.