How to remotely control Mac devices above version 10.14?   

Mac devices of version 10.14 and above come with default privacy restrictions that automatically disallow accessibility and screen recording permissions for the system. Consequently, Zoho Assist is unable to obtain the essential permissions needed to remote control the customer's Mac desktop. To initiate remote sessions, it's essential to configure accessibility and screen recording permissions for Zoho Assist.

The following permissions are necessary when initially accessing Zoho Assist or when permissions have been revoked:

Accessibility Permission - To remote access and control the device.

Screen Recording Permission - To capture and record the remote screen.

Steps

To allow the Accessibility and screen recording permissions, click Proceed in the dialog, as shown below.

To enable Accessibility permissions, click Configure besides Accessibility, then click Open System Settings in the prompt shown below.

This directs to Accessibility > Privacy & Security > Settings. Click the toggle icon next to the Zoho Assist logo to enable. Even for standard accounts, You might be prompted to enter the credentials of an administrator account to continue.

 If Zoho is not listed in the pane, click on the small plus symbol beneath the pane. Navigate to "Machintosh HD/Users/(Your User Name)/Library/Application Support/ZohoMeetingNative/" from the file browsing panel that opens up.   

Once Accessibility permission is enabled, the below prompt will be shown.

Repeat the above-mentioned steps for Screen Recording permissions as well. 

Once both the permissions are enabled, Click Proceed.  The technician will now  have access and control over the MacOS device. These permissions will be enabled for all future remote connections.

 Note: If your organization manages Mac devices via an MDM system, you can utilize Privacy Preferences Policy Control (PPPC) payloads for configuring Accessibility permissions. However, it's important to note that users will still be required to grant Screen Recording access manually. 

 How to configure accessibility permission for Mac devices that are enrolled with MDM software? 

To configure accessibility permission for Mac devices while initiating a remote support session:  

• Execute this script on enrolled devices you wish to control by starting a remote support session via MDM software to add Zoho Assist in the Accessibility pane.

• Push this configuration file to the devices the script is executed to enable accessibility permission.  
   

To configure accessibility and screen recording permissions while deploying the unattended access installer:  

1. Navigate to Unattended Access > Deployment> Deployment link and copy the deployment link.

2. Replace the deployment link in this script in place of <Deployment link>.

3. Run the script on enrolled Mac devices you want to configure for access unattended access.

4. Push this configuration file to the devices the script is executed and configured for unattended access to enable the accessibility permission.  

5. After pushing the accessibility settings via any MDM system, users will still need to grant the screen recording permission to proceed further.