Join a session from a Mac

Introduction

This page will cover how to join a support or meeting session from a macOS and OS X machine. Though this article was designed for assisting a guest to join a session, these instructions can apply to both hosts and guests.

Resolution

1. Join the session from your macOS machine

Depending on how the host has created the session, you will have to enter a code or pick a session from a drop-down list, or you can click on a link in an email invitation. Contact your host for more details on how you should join a session.

Once you have initiated joining the session, you should see a ZIP file being downloaded to your machine.

 

2. Double-click on the ZIP file to extract the PKG file
3. Run the PKG file from Finder

Open Finder, navigate to the location of the downloaded PKG file. Press Ctrl+Click on the downloaded PKG file to open the context menu. Click Open to run the file.

4. Follow the wizard to complete the installation of the ConnectWise Control client
5. Allow screen recording and accessibility access

Allow screen recording

In the Screen Recording section of the large prompt, click Request Access.

In the System Preferences window, click the lock in the corner of the window to unlock the Privacy settings.

Next, select the ConnectWise Control client. The name will begin with “connectwisecon

Note: If you don’t see the “connectwisecontrol” client, click the plus (+) icon at the bottom of the program list. Type Command + Shift + G and type /opt. Select the client there, which has the filename connectwisecontrol-xxxxxxx .

You’ll see another window with the option to Quit & Reopen. Click Quit & Reopen and the client will automatically restart.

 

Once the client reopens and the large ConnectWise Control prompt returns, you should see that Screen Recording access is granted.

For macOS Big Sur

If you don’t see the “connectwisecontrol” client, add it by clicking the plus (+) icon at the bottom of the program list. Navigate to /opt/connectwisecontrol-xxxxxxx and select the client there.

Allow accessibility access

Return to the large Review System Access window. In the Accessibility section of the window, click Request Access.

In the Security & Privacy window, if not already unlocked, click the lock in the corner of the window.

Next, select the ConnectWise Control client. The name will also begin with “connectwisecontrol“.

Note: If you don’t see the “connectwisecontrol” client, click the plus (+) icon at the bottom of the program list. Type Command + Shift + G and type /opt. Select the client there, which has the filename connectwisecontrol-xxxxxxx .

When you have finished, click the lock again to prevent further changes, and close the window.

For macOS Big Sur

If you don’t see the “connectwisecontrol” client, add it by clicking the plus (+) icon at the bottom of the program list. Navigate to /opt/connectwisecontrol-xxxxxxx and select the client there.

 

6. Close the System Preferences window

 

7. In the open alert, click Quit Now

Ending a session

Click and hold on the ConnectWise Control icon on your dock. From the pop-up menu, select Quit.

Saving or deleting the PKG file

If you are a technician that will be connecting to this session again, you can keep the PKG file in Finder or on your Desktop for later use. Otherwise, you can delete the PKG file from your Downloads folder.