Steps for machine running macOS version 15 (Sequoia) or older:
1. Go to System Preferences > Security & Privacy > Privacy (tab)
2. Click on Accessibility
a. Click on the lock ( ) symbol on the bottom left corner of the window, and enter password/fingerprint scan to allow changes
Before:
After:
b. Select Auvik Remote Support Service from the list on the right hand side
c. Click on the minus ( - ) sign to remove the selected entry for Auvik Remote Support Service completely
3. Now from the left hand menu find and click on Screen Recording
a. Ensure that the current window is still in unlocked state (i.e. )
b. Select Auvik Remote Support Service from the list on the right hand side
c. Click on the minus ( - ) sign to remove the selected entry for Auvik Remote Support Service completely
4. Keep this window open and in “unlocked” ( ) state for the next steps (otherwise we’d just have to unlock it during the following steps before making the changes suggested in the following steps)
5. Start a remote session on the admin’s computer: Auvik UI > Endpoint (menu) > Agents (menu) > Click on the specific device > Remote Support (drop down) > new window opens > Connect (button)
6. User should get this prompt on their screen, which they have to accept by clicking on Open System Preferences
7. This adds a new entry (which we had removed earlier) with a checkbox next to it. Check this checkbox!
8. Now go back to the admin’s Remote Session screen, and click on the connect button again and expect the remote session to start, with the user’s machine screen visible
9. Via the remote screen, click on any part of the screen with the mouse, that triggers a new prompt; user should accept by clicking on Open System Preferences
10. This adds a new entry (which we had removed earlier) with a checkbox next to it. Check this checkbox!
11. You’re done The remote session currently active should continue to work and admin should be able to take control of the user’s machine now.
Steps for machine running macOS 6 (Tahoe):
1. Go to System Settings > Privacy & Security
2. Scroll down to Accessibility and click on it
3. On the Accessibility page
a. Select Auvik Remote Support Service from the list on the right hand side
b. Click on the minus ( - ) sign to remove the selected entry for Auvik Remote Support Service completely
4. Go back to the Privacy & Security page. Click on Screen and System Audio Recording
a. Select Auvik Remote Support Service from the list on the right hand side
b. Click on the minus ( - ) sign to remove the selected entry for Auvik Remote Support Service completely
5. Keep this window open for the next steps
6. Start a remote session on the admin’s computer: Auvik UI > Endpoint (menu) > Agents (menu) > Click on the specific device > Remote Support (drop down) > new window opens > Connect (button)
7. User should get this prompt on their screen, which they have to accept by clicking on Open System Preferences
8. This adds a new entry (which we had removed earlier) with a toggle next to it. Toggle the entry on!
9. Now go back to the admin’s Remote Session screen, and click on the connect button again and expect the remote session to start, with the user’s machine screen visible
10. Via the remote screen, click on any part of the screen with the mouse, that triggers a new prompt; user should accept by clicking on Open System Preferences
11. This adds a new entry (which we had removed earlier) with a toggle next to it. Toggle the entry on!
12. You’re done The remote session currently active should continue to work and admin should be able to take control of the user’s machine now.
Steps for machine running macOS 27 (Golden Gate):
1. Go to System Settings > Privacy & Security
2. Search from the list on the right hand side and click on Device Control and Data Access
a. Select Auvik Remote Support Service from the list on the right hand side that shows up
b. Click on the minus ( - ) sign to remove the selected entry for Auvik Remote Support Service completely
c. If prompted enter password or provide fingerprint based authentication
3. Now go back using the back (<) button up top, and from the list scroll down to find and click on Screen & System Audio Recording
a. Select Auvik Remote Support Service from the list on the right hand side that shows up
b. Click on the minus ( - ) sign to remove the selected entry for Auvik Remote Support Service completely
c. If prompted enter password or provide fingerprint based authentication
4. Keep this window open and in “unlocked” state for the next steps (otherwise we’d just have to unlock it during the following steps with fingerprint scan or password again)
5. Start a remote session on the admin’s computer: Auvik UI > Endpoint (menu) > Agents (menu) > Click on the specific device > Remote Support (drop down) > new window opens > Connect (button)
6. User should get this prompt on their screen, which they have to accept by clicking on Open System Settings
7. This adds a new entry (which we had removed earlier) in Screen & System Audio Recording with a toggle button next to it. Set this toggle to ON!
8. Now go back to the admin’s Remote Session screen, and click on the connect button again and expect the remote session to start, with the user’s machine screen visible
9. Via the remote screen, click on any part of the screen with the mouse, that triggers a new prompt; user should accept by clicking on Open System Settings
10. This adds a new entry (which we had removed earlier) in Device Control and Data Access with a toggle button next to it. Set this toggle to ON!
11. You’re done The remote session currently active should continue to work and admin should be able to take control of the user’s machine now.