Run remote support session on a macOS device

If you are having complicated issues, support agents can use a remote session to see your screen and help resolve the problem quickly. Follow the steps below to set up and join a remote support session. 

Join a remote support session

1. Before you start your remote support session, update your Safari, Chrome, or Firefox browser to its latest version.
2. Your support agent provides a link or a session code. Click on the link or go to malwarebytes.screenconnect.com and enter the code.
3. In the Join Session window, click the Download App button.
4. After the download finishes:
   • Safari: Click the Show downloads button at the top right of your browser
   • Chrome: Click the downloads icon at the top of your browser, then click the MalwarebytesRemoteSupport.Client.Zip file. The zip file extracts automatically and your Downloads folder opens.
   • Firefox: The zip file extracts automatically and your Downloads folder opens.
5. In your Downloads folder, double-click the Malwarebytes Remote Support Client file. 
6. Click Open in the download confirmation pop-up window to start the session.
7. Once you and the agent join the session, click Consent to Control to continue. Review Malwarebytes Remote Technical Assistance Terms of Service.
   

Allow permissions on your macOS device

You must allow the Malwarebytes Remote Support Client screen, audio, and other permissions before an agent can see and interact with your screen. Your experience allowing permissions may differ based on your macOS version.

Allow screen and audio recording

1. After you and the agent join the session, a pop-up asks you to allow screen and audio recording. Click Open System Settings.
   • If you do not see a pop-up, go to the Apple icon and click System Settings or System Preferences. Next, click Privacy & Security. 
2. In the sidebar, click Screen & System Audio Recording.
3. Click the toggle or the checkbox next to Malwarebytes Remote Support Client to grant the permissions. Enter your computer username and password to modify these settings. 

Allow accessibility permissions

1. A pop-up asks you to allow the app access to control the System Events app. Click Allow.
2. Another pop-up asks you to grant the Remote Support Client permissions to control the computer using accessibility features. Click Open System Settings. 
   • If you do not see a pop-up, go to the Apple icon and click System Settings or System Preferences. Next, scroll down and click Accessibility.
3. In your Accessibility settings, click the toggle or checkbox next to Malwarebytes Remote Support Client to grant permission. If prompted, enter your computer name and password to modify these settings.
4. Quit and reopen the Remote Support Client to activate these permissions. Once you restart the app, you are in a remote support session. 

Once your session is finished, your Support agent will disconnect you from the Remote Support session. After you are disconnected, delete the Malwarebytes Remote Support client files and app from your macOS device.