Remote Monitoring & Management Help

Take Control for Mac System Access: macOS 10.14, macOS 10.15 and later

With the release of macOS 10.14 (Mojave), Apple introduced new security requirements for all remote support solutions, including our Take Control SolarWinds and TeamViewer engines. Enabling the Accessibility and Full Disk Access settings allows you to take control of the remote device and interact with its files, otherwise, you can only observe when connected. These security settings were expanded on by Apple with the release of macOS 10.15 (Catalina) which introduced a Screen Recording permission. After configuring the Privacy settings, the computer then becomes controllable and accessible using the selected remote control solutions.

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

Only an admin rights level user on the remote computer can configure these Privacy & Security settings. They are not available for remote set up.

When making changes to Security & Privacy settings in macOS 10.15 the user may be prompted to quit Take Control now or later for these changes to take effect.

Permit Access during the first Take Control Connection

The first time you initiate a Take Control connection to a remote Mac running macOS 10.14 or later, the remote user receives an Accessibility Access (Events) prompt. From macOS 10.15 they will also receive a Screen Recording prompt.

These prompts only display once per app during the first connection attempt, even if the app is uninstalled then reinstalled.

Accessibility Access (Events)

To permit remote control on computers running macOS 10.14 and later, the remote admin rights user should follow the below steps in the Accessibility Access (Events) prompt.

  1. Click Open System Preferences to open Security & Privacy > Privacy > Accessibility.
  2. Click on the padlock in the bottom left corner to unlock and allow changes.
  3. Enter the computer's administrative account credentials when prompted.
  4. Tick the check box against the required Take Control solutions.
  5. Close the Security & Privacy window.

Screen Recording

To allow Take Control to record the screen on computers running macOS 10.15 and later, the remote admin rights should follow the below steps in the Screen Recording prompt.

  1. Click Open System Preferences to open Security & Privacy > Privacy > Screen Recording.
  2. Click on the padlock in the bottom left corner to unlock and allow changes.
  3. Enter the computer's administrative account credentials when prompted.
  4. Tick the check box against the required Take Control solutions.
  5. Close the Security & Privacy window.

Full Disk Access

This prompt may appear to the remote user when Take Control attempts to interact with files on their computer, for example during a file transfer. To allow this Take Control interaction, the remote admin rights user should follow the below steps in the Full Disk Access prompt.

  1. Click Open System Preferences to open Security & Privacy > Privacy > Full Disk Access.
  2. Click on the padlock in the bottom left corner to unlock and allow changes.
  3. Enter the computer's administrative account credentials when prompted.
  4. Tick the check box against the required Take Control solutions.
  5. Close the Security & Privacy window.

Permit Access through the Security & Privacy Settings

Where the prompts did not appear, or the user wishes to change their selected option (for example they accidentally opted for Deny rather than Allow), they can reconfigure their settings in Security and Privacy.

  1. Go to System Preferences > Security & Privacy > Privacy then Accessibility, Screen Recording or Full Disk Access.
  2. Click on the padlock in the bottom left corner to unlock and allow changes.
  3. Enter the computer's administrative account credentials when prompted.
  4. Tick the check box against your Take Control solutions.
  5. If the required Take Control solution is installed on the computer but not displayed in the main window.
    1. Click the plus icon below the main window.
    2. Use Finder to navigate to your Applications folder.
    3. Select your Take Control solution.
    4. Click Open.
    5. Your Take Control solution should now appear in the main window for selection.
  6. Close the Security & Privacy window.

Example of the Accessibility Access (Events) prompt and related Security & Privacy dialog.