Go To Assist Screen Share Troubleshooting - Mac

When remote assisted is needed using innRoad on a Mac computer, depending on the OS version, the 'Go To Assist' software may not allow your rep to view your screen.

In order to allow an innRoad rep to gain access to view your screen and assist you further, a few steps must be completed once the 'Go To Assist' has been connected.

This will involve going into the system settings and knowing your Mac username and password if you are prompted to enter it.

1. On the Mac desktop,  navigate to the System Preferences by clicking on the Apple on the top left corner -> then select System Preferences
2. Click Security & Privacy
3. Click the Privacy
4. Click the Unlock icon in the bottom-left,  enter your Mac username and password if prompted.
5. Click Accessibility in the left menu.
6. Check the boxes to allow control for the following apps. (If both are not available, select which ever of the two are there):
   1. g2ax_launchagent_customer
   2. GoToAssist Customer

8. In the left menu, click Screen Recording.
9. Click the Privacy
10. For GoToAssist Remote Support, check the box to allow screen recording for the GoToAssist Customer

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