Known Issues when connecting to Mac OS Catalina (10.15) using VNC Connect

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Starting with MacOS 10.15 Catalina, you must give the Screen Recording and Accessibility permissions to VNC Connect. If you do not grant these permissions you will see a blank screen in VNC Viewer and/or have view-only access.

Please follow the steps below to set up VNC Connect on Mac correctly. These steps must be done locally on the remote computer itself, they cannot be done remotely or via the command line.

Device Access

Screen Recording (fixes black screen)

  1. Open System Preferences:
    Screenshot_2019-10-08_at_03.56.32.png
  2. Click Security & Privacy:
    Screenshot_2019-10-08_at_03.56.42.png
  3. Click Privacy:
    Screenshot_2019-10-08_at_03.35.11.png
  4. Click Screen Recording:
    5.png
  5. Click the lock button to make changes, and then enter an administrator's username and password:
    2.png
    Screenshot_2019-10-08_at_03.32.03.png
  6. If vncagent is listed, place a check/tick next to it, and then click the lock icon again:
    mceclip0.png
    Skip Step 7.
  7. Otherwise, you will need to connect to VNC Server from VNC Viewer. Once you have connected, vncagent will appear in the list. Once vncagent is listed, go back to Step 6.

Accessibility (fixes view-only)

  1. Open System Preferences:
    Screenshot_2019-10-08_at_03.56.32.png
  2. Click Security & Privacy:
    Screenshot_2019-10-08_at_03.56.42.png
  3. Click Privacy:
    Screenshot_2019-10-08_at_03.35.11.png
  4. Click Accessibility:
    1.png
  5. Click the lock button to make changes, and then enter an administrator's username and password:
    2.png
    Screenshot_2019-10-08_at_03.32.03.png
  6. If vncagent is listed, place a check/tick next to it, and then click the lock icon again:
    mceclip0.png
    Skip Step 7.
  7. Otherwise, click the + button:
    3.png
    then navigate to /Library/vnc/vncagent and select the Open button:
    4.png
    and then click the lock icon again.

Instant Support

App is downloaded from the internet

Starting with Mac OS 10.15 you must specifically allow Instant Support to be opened on install as it is downloaded from the internet. 

4.png

Select open to allow the application to run. 

Screen Recording (fixes black screen)

Your end users may see a prompt similar to the below when opening Instant Support. 

2.PNG

The end user will need to grant this permission so that you can view their screen.

  1. Open System Preferences:
    Screenshot_2019-10-08_at_03.56.32.png
  2. Click Security & Privacy:
    Screenshot_2019-10-08_at_03.56.42.png
  3. Click Privacy:
    Screenshot_2019-10-08_at_03.35.11.png
  4. Click Screen Recording:
    5.png
  5. Click the lock button to make changes, and then enter an administrator's username and password:
    2.png
    Screenshot_2019-10-08_at_03.32.03.png
  6. If Instant Support is listed, place a check/tick next to it, and then click the lock icon again:
    mceclip1.png
    Skip Step 7.
  7. Otherwise, you will need to connect to connect to the end user using Instant Support from VNC Viewer. Once you have connected, Instant Support will appear in the list. Once Instant Support is listed, go back to Step 6.

Accessibility (fixes view-only)

Your end users may see a prompt similar to the below when opening Instant Support. 

1.PNG

The end user will need to grant this permission so that you can control their screen.

  1. Open System Preferences:
    Screenshot_2019-10-08_at_03.56.32.png
  2. Click Security & Privacy:
    Screenshot_2019-10-08_at_03.56.42.png
  3. Click Privacy:
    Screenshot_2019-10-08_at_03.35.11.png
  4. Click Accessibility:
    1.png
  5. Click the lock button to make changes, and then enter an administrator's username and password:
    2.png
    Screenshot_2019-10-08_at_03.32.03.png
  6. If Instant Support is listed, place a check/tick next to it, and then click the lock icon again:
    mceclip2.png
    Skip Step 7.
  7. Otherwise, click the + button:
    3.png
    then navigate to the location where the Instant Support app was downloaded (typically Downloads) and select the Open button:
    5.png
    and then click the lock icon again.
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