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Datto RMM: Machines Running Mac OS 10.14 Not Allowing Splashtop Remote Takeover

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Issue

Machines running Mac OS 10.14 do not allow Splashtop remote takeovers.

Environment

  • Datto RMM

Resolution

Mac devices running Mac OS 10.14 Mojave will not allow remote users to access the device via Splashtop without first making a change on that endpoint.

Procedure

1. Click the Apple logo in the upper left-hand corner of the screen, then select System Preferences from the drop-down menu.

Figure 1: The Apple menu (click to enlarge)

2. In System Preferences, click Security & Privacy.

Figure 2: System Preferences (click to enlarge)

3. Click the Privacy tab, then click the padlock icon in the lower left-hand corner of the window (the machine will prompt you to enter your system password).

4. Click Accessibility, then in the Allow the apps below to control your computer list, check the following items:

  • MSP Remote Support by Splashtop.
  • Splashtop Streamer
  • AEM Agent (if present)
MSP Remote Support by Splashtop is only installed on a device that is initiating a connection; it may not be present on your machine.

Figure 3: Security & Privacy (click to enlarge)

Upon reconnecting, the Datto RMM support agent should be able to connect to this machine. 


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