In order to perform troubleshooting on an Apple Computer with a technician we will need access granted to a few settings. Please note that we will not have access to your computer after the remote session is complete.
When a technician sends a prompt for further troubleshooting it should like the following. If you pressed the "Done" button, you can follow the steps below.
1. Press on the "System Preferences" App on your task bar which is circled in red below.
2. Using the column on the left navigate to "Privacy & Security" which is circled in red below.
3. You will then be brought into Privacy & Security as indicated on the top of the window. Navigate to the menu "Screen Recording" which is circled in red below.
4. You will then be brought into Screen Recording as indicated on the top of the window. There you will press on the switch for "Remote Support Customer Client" as indicated below.
5. After pressing on the switch, you will be prompted to enter your credentials for your computer. Enter your credentials and select "Modify Settings".
6. After entering your credentials and selecting modify settings you will press on "Quit & Reopen" which is circled in red below.
7. You may be prompted with this window. You can press the "Done" button to continue.
8. Navigate to the menu "Accessibility" which is circled in red below.
9. Following the same process for the previous setting, you can press on the switch and select "Modify Setting".
10. Navigate to the menu "Full Disk Access" which is circled in red below.
11. Following the same process for the previous setting, you can press on the switch and select "Modify Setting".
12. After entering your credentials and selecting modify settings you will press on "Quit & Reopen" which is circled in red below.
When a technician sends a prompt for further troubleshooting it should like the following. If you pressed the "Done" button, you can follow the steps below.
1. Press on the "System Preferences" App on your task bar which is circled in red below.
2. Select the option "Security & Privacy" which is circled in red below.
3. Press on the lock on the bottom left of the window as indicated below.
4. After pressing on the lock, you will be prompted to enter your credentials for your computer. Enter your credentials and select "Unlock".
5. In the left column navigate to "Accessibility" which is circled in red below.
6. After you are in accessibility menu you will press on the checkbox for "Remote Support Customer Client" as indicated below.
7. Using the left column navigate to "Full Disk Access" as shown below.
8. You may be prompted with a window asking you to restart "Remote Support Customer Client". You can select "Quit & Reopen".
9. You may be prompted with this window. You can press the "Done" button to continue.
10. The checkbox should be marked blue as shown below.
11. Using the left column navigate to "Screen Recording" as shown below.
12. You may be prompted with a window asking you to restart "Remote Support Customer Client". You can select "Quit & Reopen".
13. The checkbox should be marked blue as shown below.
