Installing the ConnectWise Screen Connect Agent on MacOS

This article explains how to install and control the ConnectWise ScreenConnect™ access agent on a macOS machine. 

Due to security changes in macOS Catalina and later, you will have to allow access to the ScreenConnect app from the machine itself.
 
Download and install the access agent
1. Open Finder and navigate to the downloaded .pkg fileOpen Finder and navigate to the location of the package. 
Note: Depending on your browser, you may not need to open Finder to locate the .pkg file.
MacInstallerFinder.png
MacInstallerFinder.png
2. Hold the Ctrl key and click the .pkg file
In order to run the package, you must open it from the context menu. Press the Ctrl key and click on the .pkg file. From the pop-up menu, click Open to run the file.
Important: If you double-click to run the installer, you will not see an option to Open it. You must open it from the context menu.
MacInstallerContextMenu.png
During installation, if you see the following "Installer" prompt, click OK.
MacInstallerPrompt.png
3. Open the .pkg file
You'll see a prompt notifying that macOS cannot verify the developer of the package. This is because ScreenConnect is not a Mac application, and the package file is created each time it is built. To proceed, click Open.
MacInstallerCannotVerifyDeveloper.png
4. Follow the wizard to complete the installation of the ScreenConnect client
Follow each step of the installation wizard to install the ScreenConnect agent.
Note: To complete installation, you'll need to enter administrator credentials.
MacInstallerEnterAdminPassword.pngAnd the end of the installation, you'll also be asked to keep the .pkg file or move it to the trash. In most cases, you can move the installer to the trash.MoveToTrash.png
First connecting to an access session 
1. Connect to the macOS machineUpon connection, you'll see a large Review System Access window. VenturaPrompt.png
2. Allow screen recording
In the Screen Recording section of the large prompt, click Request Access.
ScreenRecordingDenied.png
Note: Earlier versions of macOS require you to click the dialog's padlock icon before editing the Privacy settings.
SystemPreferencesLock.png
Next, click the toggle switch for the ScreenConnect client. The client name begins with "connectwisecontrol".
SecurityAndPrivacyScreenRecording.png
If required, enter a username and password to allow your changes.
PrivacySecurityModifySettings.png
Next, a new message appears with the option to Quit & Reopen. Click Quit & Reopen and the client will automatically restart.
SecurityAndPrivacyScreenRecordingQuitNow.png
Once the client reopens and the large ScreenConnect prompt returns, you should see that Screen Recording access is granted.
AccessGrantedMacScreenRecording.png
3. Allow accessibility access
Return to the large Review System Access window. In the Accessibility section of the window, click Request Access.
AccessibilityDenied.png
Next, click the "connectwisecontrol" switch.
PrivacySecurityAccessibility.png
When you have finished, click the lock again to prevent further changes, and close the window.
4. Check the Review System Access window
You should see a green circle and a Granted status for both Screen Recording and Accessibility. A technician should now have remote control over the macOS device. 
BigSurPromptAccessGranted.png
 
Troubleshooting
 
  • I do not see the ScreenConnect client in the Screen Recording or Accessibility areas.
    • If you don't see the "connectwisecontrol" client, add it by clicking the plus (+) icon at the bottom of the program list.Navigate to Applications and select theconnectwisecontrol-xxxxxxx client there.
 
Note: Prior to version 2023.2, the client was located at the directory/opt/ . /opt/ is a hidden folder. To access it:
  1. Click the (+) icon to open Finder.
  2. Press Command+Shift+G.
  3. In the text field, enter /opt
  4. Open the /opt/ directory and you should see the "connectwisecontrol" client. Click on it to add it to the program list, and click on the checkbox to enable it.