HELP FILE

How to enable remote control on macOS 10.14 (Mojave)

    The Mojave release of macOS restricts external control to allowlisted applications only. To allow remote control to a customer's device, the customer must add the GoToAssist Remote Support application to this allowlist.

    On a macOS device your customer receives the following message:

    "GoToAssistRemoteSupport" would like to control this computer using accessibility features.

    Ask your customer to:

    1. Open Sytem Preferences.
    2. Select Security & Privacy > Privacy > Accessibilty.
    3. To be able to make changes, in the bottom-left corner click the lock icon.
    4. When prompted, log in.
    5. Add the GoToAssist Remote Support application to the list and tick the box next to it.
    Results: You should be able to remote control your customer's device now.
    Article last updated: 27 September, 2022