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How to Solve Access Issues when the User is Not Present for macOS Mojave (10.14), Catalina (10.15), and Big Sur (11.0)

    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 GoTo Resolve. This poses a challenge to sessions when the user is not present on affected devices. If privacy permissions are not set up during a support session when the user is present because the device was mass deployed, pre-deployed, etc., the device might not be accessed. Although the computer is listed on the Devices page in the Console, connection to this computer might fail.

    Workaround

    In order to access the device at times when the user is not present, the privacy settings must be set up first. To achieve this, choose either of the following solutions:

    • Start a remote support session with the user present at the device.
    • Start a remote session as if the user was not present (a.k.a. unattended session) , but make sure the end-user is there when setting up the privacy permissions.
    When the macOS permission request flow starts on the end-user's device, ask the end-user to grant the needed privacy permission(s) as described in the related article: Once the privacy settings are granted, as required by Apple, all future connections to the device are expected to be successful without end-user presence.
    Article last updated: 7 September, 2022