When you're working with the Ntiva Support Desk teams, they may need to share your screen to assist you. There are a few different tools we use for this, each of which will require your approval to begin. Some connections just require your consent, while others will require you to provide Screen Recording (screen sharing) and Accessibility (keyboard/mouse control) permissions. Here's what to expect and how to move forward.
When we connect to you via LiveDesktop, you may see the following:
Click "Share Screen" and the technician will be able to connect.
A Splashtop connection will send this notification - click Allow to permit the technician to connect:
If this is the first time you've connected with our team via Splashtop, you'll then see this popup:
Notice that the Accessibility permission is already granted, so all we need to address is Screen Recording near the top. Click the Allow button to bring up System Settings:
Note that you're in the System Settings application, in the Privacy & Security tab, viewing the Screen Recording permissions. Look for the line item for Splashtop Streamer and click the toggle to grant permissions. You'll see this notification:
Click Later. At this point, you can opt to enable Microphone access if it's imperative the support technician hear the audio on your computer (note this will not actually give them access to your microphone, just the audio output from your computer). If this isn't required, click Finish:
Once the remote technician is connected, you'll see this notification:
ConnectWise Control (ScreenConnect)
During the first connection, you'll see the Review System Access popup:
You'll need to follow these instructions to enable Screen Recording and Accessibility permissions. Let's begin by clicking the Request Access button for Screen Recording - if you see this popup appear, click "Open System Settings":
Otherwise, you'll be taken to System Settings directly:
Note that you're in the System Settings application, in the Privacy & Security tab, viewing the Screen Recording permissions. Look for the line item "connectwisecontrol" and click the toggle to grant permissions. The alphanumeric code at the end of the app name will likely be different than the one in this screenshot. Next, you'll be prompted to provide administrator credentials:
Note that the admin credential request may not appear for all organizations. Type in your username and password and click Modify Settings. You'll then be asked to confirm the change:
Click Later - you can now revisit the original popup and you should see that the updated permissions are granted:
Next, let's click the Request Access button on the right, for Accessibility:
Note that you're in the System Settings application, in the Privacy & Security tab, viewing Accessibility permissions. Look for the line item for connectwisecontrol and click the toggle to grant permissions. Once complete, check the original window and you should now see both types of permissions granted:
You may click the Dismiss button to close the popup. During future connection attempts, after these permissions have been granted, the connection request prompt will be much simpler:
help.ntiva.com (ConnectWise Control Client)
Once you've downloaded ConnectWise Control Client after visiting help.ntiva.com, launch the client. You'll see a popup like this:
Click Open System Settings and you'll be taken to your Screen Recording permissions:
Look for the line item named ConnectWise Control Client and click the toggle. When prompted, type in your admin credentials, and then select Later when asked to quit the application:
Next, repeat the workflow for the "Accessibility" popup:
And click the toggle:
The technician should now be able to view and control your screen.
After following these steps, should the technician still not be able to share your screen, you may need to quit the sharing application and relaunch it (rejoin the session). Should time allow, performing a reboot and initiating a new connection will take care of the vast majority of connection problems.