How to Solve Unattended Access Issues for macOS Mojave (10.14), Catalina (10.15), and Above
MacOS versions starting from Mojave (10.14) and Catalina (10.15) have added security features that require additional permission(s) for using the full feature set of GoToAssist Remote Support v5. This poses a challenge to using Unattended Access on affected devices. If Unattended Access is not set up during an attended support session (but mass deployed, pre-deployed, etc.), there is no customer (end-user) present at the computer at the time of setup to provide the required privacy permissions, therefore, the following happens. Although the computer is listed on the Devices list in the Agent Console and the Unattended Access icon shows up in the Application menu of the computer, connection to this computer fails.
For Unattended Access to work, the customer needs to be present at the computer to provide the required Accessibility and/or Screen Recording permission(s). To achieve this, choose either of the following solutions:
- Start an attended support session (this always requires the customer’s presence and active participation).
- Start an unattended support session, but make sure the customer is present at the computer for the duration of this first unattended session.
- How to enable remote control on macOS 10.14 (Mojave)
- How can I remote control a customer's mac running macOS Catalina or above
Note: This article applies to macOS Catalina and above.