Remote Support
1) Click on a download link/button below.
2) When the file is done downloading click on it to install it.
3) Call us on 973 387 0130 when you are ready to be helped remotely!
( If the above fails on your Windows computer, please click here and choose "Run Only" for a quick remote session. For Mac computers, tablets or smart phones help please download the Iperius Remote app from your computer, tablet or smart phone app store. Once that's done, please open the app and tell us your ID and Password to get started. )
Q: How do I install the Mac Agent?
Short version for the Mac Super User:
1) Download and install the above Mac software.
2) Make sure that the SyncroMSP software has Full Disk Access and Screen Recording in the Privacy & Security settings.
3) You should now have a green circle with a white checkmark in it in your systems icons (on top by the date and time. If you do, please let us know before doing the following.
4) Hold down the Options button on your keyboard while left clicking on the green circle icon (keep holding the Options button down) and you should now be able to "Grant Permissions for Splashtop". Please click on Grant and now click on Provide Splashtop Permissions in the next screen if you see it.
5) Once the Splashtop settings screen is open please click on the exclamation point in the upper right-hand corner of the settings screen. Please allow anything in the Splashtop Settings screens that's needed and asked for within the Mac Privacy & Security settings (i.e. Accessibility and Screen Recording).
6) Now reboot the Mac and note that you might be prompted to install the sound driver for Splashtop. This is optional, but it can be useful in various support instances.
7) You are now done and have installed our SyncroMSP software for remote support, maintenance, and optional security and/or backup with us. You have installed Splashtop as the remote software and you have given the following permissions on your Mac: Full Disk Access granted to SyncroMSP and Splashtop, Accessibility is granted permission for Splashtop and lastly you have granted SyncroMSP and Splashtop access to Screen Recording.
Long version for the rest of us:
1) Click to download the Mac Remote Software above. When it finishes downloading the Mac Agent, double click the .pkg file to launch it.
2) Follow the installation prompts.
3) During the installation, you will be prompted to enable Full Disk Access (Mojave 10.14 and newer) and Screen recording (High Sierra 10.13 and newer) permissions. Next to Full Disk Access, click Enable and next to Screen recording click, click Enable.
4) If it does not automatically open Security & Privacy / Privacy & Security in the gear Settings on the Mac please open the gear Settings manually.
5) In the Security & Privacy settings, you will see our software called SyncroMSP mentioned. Click the checkbox to enable it.
a) If you do not see SyncroMSP listed inside Full Disk Access, click the + below the list (you may need to unlock the lock in the lower left first to do this).
b) Click the drive selector at the top and select Macintosh HD.
c) Click Applications or Library > Application Support > SyncroMSP > SyncroMSP.
d) Now click Open.
6) Go back to see if Screen recording is mentioned in the Syncro installer screen (it won't be on macOS 10.13 and 10.14) and click Enable to this as well.
7) If this Screen Recording dialog appears, click Open System Preferences.
8) Just like you did for Full Disk Access, check the box for SyncroMSP for Screen Recording.
9) Once you have enabled the permissions, the Provide permissions dialog will change the logo on your screen to Worry No More and you may now close it if both Full Disk Access and Screen recording are allowed.
10) You should now have a green circle with a white checkmark in it in your systems icons (on top by the date and time. If you do, please let us know before doing the following.
11) Hold down the Options button on your keyboard while left clicking on the green circle icon (keep holding the Options button down) and you should now be able to "Grant Permissions for Splashtop". Please click on Grant and now click on Provide Splashtop Permissions in the next screen if you see it.
12) Once the Splashtop settings screen is open please click on the exclamation point in the upper right-hand corner of the settings screen. Please allow anything in the Splashtop Settings screens that's needed and asked for.
13) This will now open the Security & Privacy screen again (sorry it's Apple that makes this hard - not us) and you will now have to give Splashtop permissions (like done in above item 4 through 9) to i.e. Accessibility and Screen recording. You may have to reboot the Mac after everything is done before you are fully set up for remote access, maintenance, and optional security and/or backup with us.
14) You might be prompted to install the sound driver for Splashtop This is optional, but it can be useful in various support instances.