How to Install ScreenConnect on a Mac (used when the N-Able agent isn't working right)
Generally, all Trusted machines have a special monitoring agent (from N-Able) that allows the tech team to quickly and easily remote in to assist with any problems the end user might be facing. Unfortunately, that agent can sometimes fail, and our backup for those times is a system called ScreenConnect. These directions were written to help Mac users with the ScreenConnect system, because Apple devices have security settings that must be manually unlocked by the user.
1. To start, navigate in your web browser (we recommend Chrome, but Safari will work, as will Edge or Opera) to trustednursestaffing.screenconnect.com:
2. Click the Start a new session button in the middle. This will download a file on your machine, which you should be able to find in the Downloads folder. Run that file, and you will get this error message:
3. Click on the circled question mark on top, and a new window will open:
In that new window, click on "Open Privacy & Security settings for me". This will open another new window. Scroll down in that window until you see the "ScreenConnect.ClientSetup.pkg was blocked" message. Click Open Anyway.
This will give you another error message - again, click on Open Anyway, and it will ask for your credentials. Enter them into the prompt.
From there, ScreenConnect should start to install. Continue through each step (including having to enter your credentials yet again!), and clicking the Allow button on the "ConnectWiseControl" warning.
After all of that, you should get two simultaneous popups - the Install Successful window, and the Permissions Request window. Depending on the speed of your device, one or the other may be on top. Either way, you can close the "Installation was completed succesfully" window, as well as close its various notifications.
Next, we'll need to go through the two Permissions one by one. Click on the first of the two "Request Access" buttons ("Screen Recording").
This will give you another popup, this time asking about recording screen and audio. Note that this app does not actually record them - but sharing to a third party (the IT Team) is treated like recording them in Apple's eyes. Click on Open System Settings.
This should open another window, this time with the setting directly centered for you. Toggle the switch to the On position, and enter your credentials again:
It will then ask for you to Quit and Reopen ConnectWiseControl, and then will ask about System Events. Allow that as well.
This should lead you back to the Permissions page, except this time it should say Granted to the Screen Recording side. Next, click on the Accessibility side Request Access button.
This time, you will get a smaller popup, and will again need to toggle the switch On and then enter your credentials again.
If everything was followed exactly as written above, you should now be shown a Permissions page that looks like this. You can click the Dismiss button and close out any other windows that were not closed earlier. You should be all set!
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