TeamViewer is a third-party program that allows us access to your computer to assist in support queries in real time.
If you are using a Mac on OS13 or higher there are additional security settings that need to be allowed on your Mac to provide us with access.
Step 1 - Install TeamViewer
TeamViewer can be downloaded using the following link for your Mac:
Step 2 - Allow Access through 'Privacy & Security'
When you download TeamViewer from the link above it will give you the screen below:
Click 'OK' and then open the 'System Settings' on your Mac and navigate to 'Privacy & Security' where you will see that Team Viewer was blocked and you can select Open Anyway to allow it to run:
Team Viewer should then be launched and you can click 'Open':
And you will then be provided with the TeamViewer ID that you will need to copy and send over the a member of the Support Team to allow them to connect.
Step 3 - Allow access to view the screen
Once a member of the Support Team has connected to your Mac through TeamViewer there is an additional privacy setting that needs to be updated to allow us to see your screen.
You will see the following message:
Select 'Open System Settings' where you can enable the 'TeamViewer QuickSupport' option:
You will then see a message to restart the app or do it later. If you select quit and then reopen TeamViewer we will then be able to see your screen.
Step 4 - Allow us access to work on the Mac
An additional box will then pop up which will ask you to allow us access to take control of the Mac which just means that we will be able to use the mouse and move around the Mac, between programs and check on things.
When you see the following message, select 'Open System Settings':
And here you can Enable the 'TeamViewer QuickSupport' option:
After this, the Support Team will then have access to view and access your Mac to assist in your query.