TeamViewer: macOS Session Overview

What

This article shows what administrators and macOS users see after a TeamViewer remote session is requested from FileWave. Complete the TeamViewer prerequisites before using this workflow.

When/Why

Use this sequence when a technician needs to troubleshoot a remote Mac and may need to guide the user through browser, TeamViewer, or macOS privacy prompts.

Behavior

FileWave supports prompted and unattended TeamViewer sessions for eligible macOS and Windows clients. An administrator with the required rights can choose Remote Session from the device context menu after the client reports a controllable state. Don't Prompt User appears only when the FileWave Client allows both managed remote control and unattended access. These permissions use the existing Observe client settings and can be managed with a Superpref Fileset.

Computer Client Preferences

Computer clients also rely upon the client settings for these options to be available:

• FileWave Client Preferences > Privacy

There are two options available:

• Managed remote control
• Prompt client for remote control access

Managed remote control allows or blocks TeamViewer connections. The prompt setting applies only when managed remote control is enabled.

When Prompt client for remote control access is enabled, administrators can start only a prompted session. When it is disabled, both prompted and Don't Prompt User sessions are available.

These options may be configured with a Superpref Fileset.

With the prerequisites in place, Remote Session (Don't Prompt User) opens TeamViewer on the technician workstation and remote computer. If neither TeamViewer nor TeamViewer Host is installed, FileWave reports that TeamViewer was not found. Prompted sessions follow the sequence below.

If the session appears not to start: Check the technician browser for a blocked pop-up. Safari can show the blocked-pop-up control in the address bar; allow the pop-up and start the session again.

Remote Session (Prompt User) Workflow

After the device receives the remote-session notification, the FileWave Client opens a browser tab that asks the user to open TeamViewer.

After the user accepts the browser prompt, TeamViewer opens. If TeamViewer is not predeployed, the user can launch a single-use version without administrator credentials, but macOS still requires the user to approve the applicable privacy permissions in System Settings.

On first launch the TeamViewer app will prompt the user to accept the EULA.

Once the admin and client devices have both acknowledged the session, the remote device will be prompted to allow the session:

The session begins after the remote user accepts the connection prompt and the technician has launched the matching session: