Remote Support For Mac

Resaleworld Support uses Chrome Remote Desktop for Mac assistance when directed by your technician. This guide prepares your Mac for temporary access during a support call.

If possible, install Google Chrome before your appointment. Have your Mac administrator password available if installation or permissions require it. Enter that password yourself when macOS asks for it.

If Chrome is already installed, open it and continue to the next section.

1. In Safari or your current browser, visit Google Chrome and select Download Chrome. Use Google's download rather than a third party installer.
2. Open googlechrome.dmg from Downloads.
3. In the installer window, drag Google Chrome into Applications.
4. Open Applications, then Google Chrome. Confirm Open if macOS asks whether to open the downloaded application.

Note: Chrome must support your version of macOS. If Google says your Mac is unsupported, tell your technician before downloading an older installer elsewhere. You do not need to change your default browser for this support session.

1. In Chrome, open Chrome Remote Desktop Support. Sign in to your Google Account if prompted. Enter your own account details privately.
2. Under Get Support or Share this screen, select the download button if setup is needed. Follow Google's prompts to install the Chrome Remote Desktop extension and host software when requested.
3. Open the downloaded installer and complete installation. If it contains a .pkg file, open that package and follow the installer prompts.

Chrome Remote Desktop may ask for permission to display and control your Mac. Follow its setup prompts and open Apple menu > System Settings > Privacy & Security when directed.

• Screen Recording or Screen & System Audio Recording allows the requested app to show your screen.
• Accessibility allows the requested app to control the mouse and keyboard.
• Some macOS versions also show Remote Desktop permission. Follow the permission request displayed during setup.

Enable access for the Chrome Remote Desktop component identified by the setup prompt, such as ChromeRemoteDesktopHost, or for Chrome if specifically requested. Names vary by macOS version. If prompted to quit and reopen the app, do so, then return to the support page. Older macOS versions use System Preferences > Security & Privacy > Privacy.

Generate your code when your technician is ready, rather than well before the appointment.

1. On the support page, select Generate Code under Get Support or Share this screen.
2. Give that code only to the Resaleworld technician assisting you. This is a temporary Google access code, separate from the Windows support PIN.
3. When the connection request appears, check the displayed email address with your technician and select Share.
4. Stay at your Mac while your technician helps. If Google asks whether to continue sharing, confirm only while the support session is still in progress.

Warning: Sharing gives your technician access to the screen and control of the Mac, including open apps and files. Close private windows before approving the connection. Do not give anyone your Google password.

Select Stop Sharing when assistance is finished. Each access code works once. If you need to reconnect, generate a new code and approve the new request.

This procedure uses temporary Remote Support. Setting up a computer name and a permanent PIN under Remote Access is not required for this session.

• No Generate Code button: Finish any download or permission prompts, then return to the support page.
• Your technician can see the screen but cannot click: Review the requested Accessibility permission.
• Your technician sees a blank screen: Review the requested screen recording permission and any instruction to reopen the app.
• A code expires or the connection drops: Generate a fresh code when your technician is ready.
• Your organization blocks installation or sharing: Tell your technician so they can coordinate with your administrator.

Google: Download and install Chrome

Google: Share your computer with Chrome Remote Desktop

Apple: Screen and audio recording permissions

Apple: Accessibility permissions

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