We are happy to assist you when you are at a loss and in some cases it is convenient for us to do so by means of a 'remote session' (which simply means that we can watch your screen and possibly make some adjustments directly on your computer). For this we use the program TeamViewer. You can download the program with the link: https://get.teamviewer.com/6v3ii7v and then install the program.
If you want to use TeamViewer on a Mac, it is necessary to set up permissions to do so.
Set permissions first time opening TeamViewer (Mac only)
When opening TeamViewer for the first time, you will be given one of the following two options below. It is important to us that the Screen Recording and Accessibility options are checked. This allows us to see the screen and control the mouse.
Are you not getting the dialog below? Then you can click Help at the top of the screen and select Check system access to get one of the dialogs below.
| MacOS 14 (Sonoma) | MacOS 13 (Ventura) and before |
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Allowing permissions
As indicated, the permissions for Screen Recording and Accessibility will need to be set from Denied to Allowed. This is done with the following steps:
- Click Request Access... behind the permissions you want to give (at least Screen Recording and Accessibility).
- If a popup comes up you click Open System Preferences
- Then you are redirected to 'Security and Privacy' > 'Privacy' > 'Accessibility'.
- Here you can add the app TeamViewer by clicking on the plus button and then adding 'TeamViewer'. If 'TeamViewer_Desktop' or 'TeamViewer QuickSupport' also appears in this screen, add these as well. Note: If the settings are locked, you can unlock them by clicking the padlock in the left bottom corner and then entering the password of your Mac's administrator account.
- You do the same at: 'Security and Privacy' > 'Privacy' > 'Screen Recording'
- If you have granted the permissions then you will see the following screen and have installed TeamViewer with the appropriate permissions.
Troubleshooting
My Privacy & Security look different?
If the screen looks different then you are probably on the newer version of Mac, and you will need to give the TeamViewer app access in the Accessibility and Screen Recording sections.
If you need some help, you can always reach our support desk by email support@cloud86.io and on weekdays from 10:00 am to 4:00 pm you can also reach us by phone and via the chat in My Cloud86.