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.

In Mac Agent 3.4.0 and later, when you enroll a device in Apple Device Management, it reduces notifications from our software to end users and ensures all our installed applications have the required permissions. For example, when a device is enrolled in Apple Device Management, Accessiblity and Full Disk Access permissions are enabled.

Additionally, as of macOS 10.15 (Catalina), the user must approve Screen Recording permission for it to be available. Apple restricts the ability to authorize Screen Recording Permissions to the logged in user.

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

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.

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

    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.

  1. Go to System Preferences > Security & Privacy
  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. Enter the computer's administrative account credentials when prompted
  5. Check the box next to your Take Control solutions
  6. If the required 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 your Take Control solution and click Open
    3. Your Take Control solution should now appear in the list for selection, click the box next to it.
  7. Next, select Screen Recording from the list of items on the left
  8. Check the box next to your Take Control solutions
  9. Before closing the Security & Privacy window, select Full Disk Access
  10. Check the box next to your Take Control solutions
  11. Close the Security & Privacy window