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Article ID: KB1383
Keyword Name: Remote Support, Mac, RDP, Troubleshoot, Troubleshooting, Security, Enable, Live Support,Simple
Created: October 22, 2020
Viewed: 5988

Enable Remote Support on Your Mac (for Trail Blazer Tech Support)

Trail Blazer









With the release of Mac OS 10.14 Mojave, new security settings require users to provide Remote Support applications access to the Mac’s Accessibility features. With the release of Mac OS 10.15 Catalina, Full Disk and Screen Recording access were included as well.


The goal of this article is to give you every step needed to enable our Remote Support application.


  • Tip: Have your Mac username and password ready complete the process




Open System Preferences


Your Mac will ask you to grant access to the Accessibility features when you start Remote Support for the first time. The prompt will give you two options and you will need to select Open System Preferences.




Click the Lock to Allow Changes


In order to make changes in the Security & Privacy settings you will need to click the lock icon in the lower left of the window. When prompted you will need to provide the username and password for your Mac.


Once you have clicked the lock icon the prompt requesting your Mac credentials will appear. Enter them and click Unlock.



Provide Accessibility access to Remote Support

Ensure that you have checked the box next to Remote Support.

Provide Full Disk Access and Screen Recording access to Remote Support


The Mac will ask if you want to quit Remote Support once you provide Remote Support with Full Disk Access and Screen Recording permissions. Select the option for Later after you enable Full Disk Access, but select the option to Quit Now after enabling Screen Recording.


Close Security & Privacy Settings – Reopen Remote Support


You have successfully updated your security settings. Now you can reopen the Remote Support application. Our support technicians will now be able to give you hands-on assistance.




Related Resources


Article: Exporting Data (Spreadsheets) to your Mac, from the Remote Desktop App – Mapping Directories

Article: Configure Microsoft Remote Desktop 8 – For Mac Users (Logging into Trail Blazer on your mac)

Article: Adding a New Database User and Setting their Security Settings

Video: Getting Started Playlist on YouTube

Download: Trail Blazer Remote Support

Download: Microsoft Remote Desktop 10

Download: Trail Blazer Mobile Base Camp (iOS App)

Download: Trail Blazer Mobile Base Camp (Android App)

Trail Blazer Live Support  Phone:  1-866-909-8700   Email:



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* This service is included in your contract.


Author: Piatt, Kevin

Last Updated: 2019-11-05



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