Macbook not allowing remote control

Flavio_Souza · 2021-03-03T16:41:17+00:00

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Hi guys,

I provide remote support to my end-users and I having problem with one specific Macbook, that I already provided support.

When I connect to Mac, Teamviewer shows just the top gray menu (apple symbol, Teamviewer, etc). I don't any mouse or keyboard response.

User told me that when I connect, this screen appears, but except for recording, I have acces to other items, so no reason to explain why I can't manage this device.

The other thing is that I tried connect using Microsoft Teams, but with sharing screen, even that user granted me remote access, I also don't have mouse / keyboard access.

User also checked manually on System preferences and confirmed that options related to Teamviewer are enabled.

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Flavio_Souza

HI Jean,

Thanks for your reply, but as I sent in attached print, TeamViewer already has accessibilty and full disk access. The only expection is related to recording.

JeanK

You are welcome!

Are you able to allow the recording in the Mac settings?

Flavio_Souza

Hi Jeank, I'm not able to allow recording, since the user is working remotely and to allow it he needs an admin password.

Just remember that I able to access her computer in January of this year, with this configuration and the OS of Macbook isn't updated after that.

JeanK

Hello @Flavio_Souza,

You need to authorize the new permissions Apple has in place.

We explain how to do so here:

https://community.teamviewer.com/English/kb/articles/44699-how-to-control-a-mac-running-macos-10-14-or-higher

JeanK

I see... the problem is, as long as this permission is not enabled, you won't be able to remote control the Mac.