First, go to nores.net, then click on the “Live ScreenConnect Support” link.
On the next screen there will be a drop down in the middle of the screen with the name of the individual from the help desk, be sure to select the right person if there’s more than one session available.
Once you have the right person selected click on the arrow to the right of the dropdown, this will offer two options: to download the app or to join a session you’ve already downloaded the file for. The best option is to hit the Download the App option:
After you click Download App it will bring up instructions on how to run the download once its complete:
There should be a newly downloaded file at the bottom left of browser, when you click on this it should open a new Finder window. There may be two files there, one is the downloaded .ZIP file, the other should be the ScreenConnect Client file.
After you run the downloaded ScreenConnect Client file you will be connected with the service desk representative and they will be able to see your screen and move your mouse if need be.
You may see a pop-up after opening the ScreenConnect Client file that asks you to allow the app to "record this computer's screen" and has an option to Open System Preferences. Click on Open System Preferences and then check the checkbox for the ScreenConnect Client, then choose Later from the menu. If you choose Quit Now the service desk representative will have to start the process all over.
If you client have done ScreenConnect on your Mac before you may not see that pop-up asking to allow it to "record this computer's screen", which means you'll have to manually navigate to the System Preferences.
To do so you just need to click the Apple icon at the top left of the screen, System Preferences is the second option from the top.
When System Preferences opens there’s a search function at the top right, search for: Privacy. “Privacy Settings” should appear as the first option, click that and it should open the Privacy tab under Security & Privacy. Scroll to the bottom of the list on the left where they’ll find Screen Recording, just like in the screenshot above.
Check the checkbox next to the ScreenConnect Client’s entry and then choose Later from the menu. If you choose Quit Now the service desk representative will have to start the process all over.