Tools
Black screen showing "please wait" when on remote session on Mac machine in Dameware Remote Everywhere (DRE)
The article describes the issue on some Mac devices (Mojave) or (Catalina) 10.14 to 10.15 and how to resolve it.
First published date
4/18/2020 12:38 AM
Last published date
4/18/2020 12:38 AM
Overview
The technician or user may experience an issue during a remote session on Mac machines running 10.14 to 10.15 (Mojave and Catalina).
The OS does not allow interaction with the remote desktop (as if it was in View Only mode).
Accessing a macOS 10.15 (Catalina) device with Dameware Remote Everywhere displays only a Please Wait message.
This is an OS Security feature that cannot be circumvented.
The OS does not allow interaction with the remote desktop (as if it was in View Only mode).
Accessing a macOS 10.15 (Catalina) device with Dameware Remote Everywhere displays only a Please Wait message.
This is an OS Security feature that cannot be circumvented.
Product section
Dameware Remote Everywhere
Cause
Apple introduced a new security requirement for all remote support solutions as of macOS 10.14 (Mojave) that limits Remote Access control on devices before End User approval.
Resolution
To allow remote control, a macOS End User with Admin Permissions must follow the following steps on the device directly:
1. Go to System Preferences.
2. Select Security & Privacy.
3. Select Privacy.
4. Select Accessibility.
5. Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
6. Check the box for the intended Dameware Remote Everywhere Agent.
NOTE: If the Dameware Remote Everywhere Agent is installed on the computer but not displayed in the list, perform the following steps:
7. Close the Security & Privacy window.
Within macOS 10.15 a Screen Recording option was also added under the same menu that must be enabled as follows:
1. Go to System Preferences.
2. Select Security & Privacy.
3. Select Privacy.
4. Select Screen Recording.
5. Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
6. Check the box for the intended Dameware Remote Everywhere agent or applet.
7. Close the Security & Privacy window.
1. Go to System Preferences.
2. Select Security & Privacy.
3. Select Privacy.
4. Select Accessibility.
5. Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
6. Check the box for the intended Dameware Remote Everywhere Agent.
NOTE: If the Dameware Remote Everywhere Agent is installed on the computer but not displayed in the list, perform the following steps:
- Click the plus icon under the list.
- Use Finder to navigate to your Applications folder.
- Select the relevant Dameware Remote Everywhere Agent.
- Click Open.
- The Dameware Remote Everywhere agent or applet should now appear in the list - be sure to check it.
7. Close the Security & Privacy window.
Within macOS 10.15 a Screen Recording option was also added under the same menu that must be enabled as follows:
1. Go to System Preferences.
2. Select Security & Privacy.
3. Select Privacy.
4. Select Screen Recording.
5. Click on the padlock icon in the bottom left corner to unlock and allow these settings to be changed.
6. Check the box for the intended Dameware Remote Everywhere agent or applet.
7. Close the Security & Privacy window.
- Please note that updating from macOS 10.14 to 10.15 will reset previously set security options!
- The settings will need to be re-added by the end-user after the OS update.
- In some cases, a system reboot is required for the permissions to be applied appropriately.