ScreenConnect - Settings on an Apple Mac

Follow these steps if a ClinicOffice support technician has asked to connect to your Mac using ScreenConnect.

Apple macOS protects your privacy by blocking remote support tools until you give permission. To let ClinicOffice support view your screen and control the mouse or keyboard, you may need to allow the support client in Privacy & Security.

Important: You may be asked for your Mac administrator username and password. This is the password you use to log in to your Mac, not your ClinicOffice password.

Before you start

1Open the support session

Open the ClinicOffice remote support link provided by our support team and follow the on-screen prompts to download and open the ScreenConnect client.

If macOS shows a warning asking for permission, choose Open System Settings or Open System Preferences.

Example: choose Open System Settings when macOS asks for permission.

Allow Accessibility access

2Open Privacy & Security

From the Apple menu, open System Settings, then select Privacy & Security.

On older versions of macOS this may be called System Preferences > Security & Privacy.

Find Privacy & Security in System Settings.

3Select Accessibility

In Privacy & Security, choose Accessibility.

Find ScreenConnect Client and switch it on.

Enable the support client under Accessibility.

Allow Screen Recording

4Select Screen Recording

Go back to Privacy & Security and choose Screen Recording.

Switch on ScreenConnect Client.

Enable the same client under Screen Recording.

5Quit and reopen if asked

macOS may ask you to quit and reopen the support client after changing these settings. Choose Quit & Reopen.

If the support session does not reconnect automatically, open the support link again or let the ClinicOffice support team know.

Choose Quit & Reopen if macOS asks.

All done. Once Accessibility and Screen Recording are enabled, ClinicOffice support should be able to view your screen and help you with the issue.

Troubleshooting

If the technician can see your screen but cannot control the mouse, check Accessibility.
If the technician cannot see your screen, check Screen Recording.
If ScreenConnect is listed but disabled, unlock the settings or use your Mac password when prompted.
If you cannot find ScreenConnect, close the support session, reopen the support link, and check again.