IMPORTANT! Fix for ConnectWise Remote Control

If you are a Mintz InfoTech client who uses macOS, please take 10 minutes to read and follow this article. The recent massive overhaul to macOS internal security has broken almost all remote control software–including that used by MintzIT. Following this article now will fix the issue. If the fix isn't put in, you may not be able to when in need of remote support.

NOTE: MintzIT clients with monthly support will have this work performed during routine monthly on-site service.

The Problem

Apple has implemented a non-trivial upgrade to the internal security of macOS. Remote control software can now look like an attempt at penetrating your computer–not something you, Apple, or MintzIT ever want to happen.

Because of this new security, remote control software that has been working well is functionally broken. MintzIT uses ConnectWise Control (previously branded as ScreenConnect).

The Fix

Although the fix is relatively simple, it does require more than a dozen steps, administrator credentials, and a few minutes on the phone with a MintzIT consultant. For most organizations, only the IT staff has access to the administrator credentials. For residential users who either are the administrator, or know the administrator password, you are ready to put in the fix.

1. Remove ConnectWise

In cases where ConnectWise Connect/ScreenConnect was working on a macOS computer, but is now broken, ConnectWise software must first be removed using these steps:

  1. Contact MintzIT at 505.814.1413 x 0. Inform us you want to uninstall and then reinstall ConnectWise.
  2. MintzIT support staff will login to the ConnectWise console, select your session > End > Uninstall and end.
  3. Don't hang up yet. MintzIT will be needed through the installation process.
  4. On your macOS computer, open System Preferences > Security & Privacy > Privacy tab >Accessibility from the side bar.
  5. Click the lock icon, and then enter administrator credentials.
  6. Select Screenconnect-xxxxxxxxx
  7. Click - to remove Screenconnect.
  8. Restart.
  9. Install using steps below.

2. Install ConnectWise

To install ConnectWise Control on macOS 10.14, these steps are required:

  1. Open a web browser to https://mintzit.screenconnect.com.
  2. Click the arrow next to Build Installer.
  3. In the Build Installer page, enter the following information:
    1. Name: Use Specific Value. Enter your full name.
    2. Organization: Enter name of your organization, or leave blank for residential users.
    3. Type: Select the operating system. In the case of macOS, select Mac OS X (.pkg).
  4. Click the Download link. Your installer will complete downloading in a minute.
  5. Double-click to launch the installer.
  6. At the prompt that the software cannot be installed as it is from an unknown developer, click the OK button.
  7. Open Apple menu > System Preferences > Security & Privacy > General tab, and then click the Open Anyway button.
  8. At the alert ConnectWiseControl.ClientSetup.pkg is from an unidentified developer. Are you sure you want to open it?, click the Open button.
  9. Close System Preferences.
  10. Continue installing the .pkg installer as normal (this will allow remote viewing but no control).
  11. Restart your macOS computer.
  12. After a restart, MintzIT will attempt remote control. This will prompt a popup asking if your computer wants to allow access.
  13. Click the Open System Preferences button.
  14. Click the lock icon, and then enter administrator credentials.
  15. Check the box next to screnconnect-xxxxxxxxx.
  16. Restart.
  17. MintzIT will verify remote control is working again. If yes, we are done. If not...
  18. Open Apple menu > System Preferences > Security & Privacy > Privacy tab.
  19. Click the lock icon and authenticate with administrator credentials.
  20. From the sidebar, select Accessibility.
  21. Disable Screenconnect.
  22. Lock the lock icon.
  23. Quit System Preferences.
  24. Open Apple menu > System Preferences > Security & Privacy > Privacy tab.
  25. Click the lock icon and authenticate with administrator credentials.
  26. From the sidebar, select Accessibility.
  27. Enable Screenconnect.
  28. Lock the lock icon.
  29. Quit System Preferences.
  30. MintzIT will verify remote control is working again. If yes, we are done. If not... we all go out for drinks.

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