This guide shows you how to start a ThreeBIT remote support session on a Mac. macOS protects your privacy by asking you to grant two permissions before any remote tool can see or control your screen — this guide walks you through them. For the bigger picture, see How ThreeBIT remote support works.
Before you start
- Have a ThreeBIT technician ready to connect by phone or email.
- You will need to confirm a couple of permission prompts in System Settings — your own Mac password is enough; no special account is required.
Step by step
Download and open the client. On the support page, open the Remote support client section and click macOS. Accept the remote support terms, and
AnyDeskClient.dmgwill download. Open the.dmgfile and launch the client. The first time you open it, macOS may ask you to confirm that you want to open an application downloaded from the internet — confirm to continue.Read your connection ID. When the client opens it shows a numeric address (your ID). Read this number to your technician or send it by email.
Accept the connection. When your technician requests the session, click Accept in the prompt that appears.
Grant Screen Recording. So we can see your screen, macOS requires you to allow it explicitly. Open System Settings ▸ Privacy & Security ▸ Screen Recording and switch on the entry for the ThreeBIT remote support client. macOS may ask you to quit and reopen the client for the change to take effect — that is normal.
Grant Accessibility (for control). So we can move the mouse and type, open System Settings ▸ Privacy & Security ▸ Accessibility and switch on the entry for the client. If you only want us to view your screen, you can skip this step — but full control lets us resolve most issues much faster.
During and after the session
You can see everything on screen and end the session at any time from the client window. When the session closes, our access ends and the permissions you granted simply sit dormant until the next session. You can revoke them at any time in System Settings ▸ Privacy & Security, or remove the client by dragging it to the Bin.
Need a hand?
If a permission toggle is greyed out, or the connection will not establish, call our helpdesk or open a support ticket and we will help you through it.