Take Control Troubleshooting
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:
- Go to System Preferences.
- Select Security & Privacy.
- Select Privacy.
- Select Accessibility.
- Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
- 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:
- Click the plus icon under the list.
- Use Finder to navigate to your Applications folder.
- Select the relevant Take Control Agent.
- Click Open.
- Ensure the Take Control Agent/Applet is displayed in the list.
- NOTE: If the Take Control Agent is installed on the computer but not displayed in the list, perform the following steps:
- Close the Security & Privacy window.
- Within macOS 10.15, enable the Screen Recording option:
- Go to System Preferences.
- Select Security & Privacy.
- Select Privacy.
- Select Screen Recording.
- Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
- Check the box for the intended Take Control component (Take Control (N-able) or Take Control (TeamViewer), Take Control Applet or Take Control Agent).
- 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:
- Go to System Preferences.
- Select Security & Privacy.
- Select Privacy.
- Select Full Disk Access.
- Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
- 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).
- 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.