HELP FILE

MacOS Catalina (10.15) has added security features that require additional permissions for using the full feature set of the Rescue Applet for Mac.
In order to be able to remote control your customer's Mac running macOS Catalina, instruct them to perform the following steps.
Note: You can chat with your customer before they grant additional permissions.

  1. In the top left corner of the desktop, click the Apple icon.
  2. Select System Preferences.
  3. Click Security & Privacy.
  4. Click the Privacy tab.
  5. Click Unlock, and enter your credentials.
  6. Make the following changes:
    1. In the left side bar, click Accesibility, and make sure the following boxes are checked:
      •  Bash, AEServer, and SupportLogMeIn
    2. In the left side bar, click Screen Recording, and make sure the following boxes are checked:
      •  Bash, AEServer, and SupportLogMeIn
      Note: You may not see all of the boxes listed.
    3. End-users on Catalina 10.15.2 need to also perform the following additional setting:
      System Preferences > Security & Privacy > Privacy > Full Disk Access > Add  supportlogmeinrescue
  7. Click the Lock icon to prevent any further changes. Your settings are saved automatically.