When setting up your CheckIn server/workstations or while troubleshooting an issue, we may ask you to join a remote sharing session for us to access your computer. This is achieved through our screen sharing software, ConnectWise ScreenConnect. Typically we will send a link through the ticketing system which will download the ScreenConnect Client. From there you will be prompted to go into System Preferences and enable some settings to give ScreenConnect access for us to see your computer screen, and to control it.
Allowing ConnectWise access to Screen Recording and Accessibility
Begin by opening System Settings (or System Preferences, depending on your operating system). This will usually look like a gear on your dock.
In the System Settings window, you will see either a list of settings on the left, or a block of icons. Navigate to the Privacy & Security section. Another list will appear - navigate to the Accessibility section.
You will see a list of applications listed, which should include ScreenConnect Client (or a similar variation to that.) Click the radio button next to ScreenConnect Client and make sure its checked ON. Once you have done that, go back to Privacy & Security and repeat the previous steps for the Screen Recording section.
Once you have enabled both of those permission for ScreenConnect Client, we should be able to see and control your screen.
Please note that if you do not see ScreenConnect Client in the list, you may have to hit the plus sign at the bottom to add it. Additionally, if you are unable to make changes in this window, you may have to click the lock icon at the bottom of the System Settings window and input your computer password.