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.
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.
- How to enable remote control on macOS 10.14 (Mojave)
- How can I Remote Control an End user's Mac Running macOS Catalina and Big Sur
Note: Currently, macOS Big Sur (11.0, 11.1, 11.2) only allows users with admin privileges to enable the Screen Recording setting required for the screen sharing functionality.