How to configure macOS 10.14 (Mojave) or 10.15 (Catalina) for Take Control?

Last Modified

Tue Sep 01 17:44 GMT 2020

Description

  • Accessing a macOS 10.14 (Mojave) or 10.15 (Catalina) device with Take Control.
  • The OS does not allow interaction with the remote desktop (as if it was in View Only mode).
  • Accessing a macOS 10.15 (Catalina) device with Take Control displays only a Please Wait message.
  • 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 End User approval.
  • This is an OS Security feature that cannot be circumvented.

Environment

  • N-able N-central
  • N-sight RMM
  • N-able Take Control/Take Control Plus (Standalone)
  • macOS 10.14 (Mojave)
  • macOS 10.15 (Catalina)

Solution

  • To allow remote control, a macOS end user with admin permissions must complete the following steps directly on the device:
    1. Go to System Preferences.
    2. Select Security & Privacy.
    3. Select Privacy.
    4. Select Accessibility.
    5. Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
    6. Check the box for the intended Take Control Agent: Take ControlN-able or TeamViewer, Take Control Applet or Take Control Agent.
      • NOTE: If the Take Control Agent is installed on the computer but not displayed in the list, perform the following steps:
        1. Click the plus icon under the list.
        2. Use Finder to navigate to your Applications folder.
        3. Select the relevant Take Control Agent.
        4. Click Open.
        5. Ensure the Take Control Agent/Applet is displayed in the list.
    7. Close the Security & Privacy window.
  • Within macOS 10.15, enable the Screen Recording option:
    1. Go to System Preferences.
    2. Select Security & Privacy.
    3. Select Privacy.
    4. Select Screen Recording.
    5. Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
    6. Check the box for the intended Take Control component (Take Control (N-able) or Take Control (TeamViewer), Take Control Applet or Take Control Agent).
    7. Close the Security & Privacy window.
  • To enable Full Disk Access, a macOS end user with admin permissions must complete the following steps directly on the device:
    1. Go to System Preferences.
    2. Select Security & Privacy.
    3. Select Privacy.
    4. Select Full Disk Access.
    5. Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
    6. Check the box for the intended Take Control Agent (Take Control (N-able) or Take Control (TeamViewer), Take Control Applet or Take Control Agent or Take Control Agent N-central).
    7. Close the Security & Privacy window.
  • Note that updating from macOS 10.14 to 10.15 will reset previously configured security options.
  • The settings must be re-added by the end user after the OS update.
  • In some cases, a system reboot is required for the permissions to be properly applied.