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====== Remote Support For Mac ======

Resaleworld Support uses **Chrome Remote Desktop** for Mac assistance when directed by your technician. This guide prepares your Mac for temporary access during a support call.

If possible, install **Google Chrome** before your appointment. Have your Mac administrator password available if installation or permissions require it. Enter that password yourself when macOS asks for it.

{{remote_support_for_mac:setup_overview_20261030.svg?1000|Illustrated overview: install Chrome, prepare remote support, share a temporary code, then stop sharing}}

===== Install Google Chrome =====

If Chrome is already installed, open it and continue to the next section.

  - In Safari or your current browser, visit [[https://www.google.com/chrome/|Google Chrome]] and select **Download Chrome**. Use Google's download rather than a third party installer.
  - Open **googlechrome.dmg** from Downloads.
  - In the installer window, drag **Google Chrome** into **Applications**.
  - Open **Applications**, then **Google Chrome**. Confirm **Open** if macOS asks whether to open the downloaded application.

Note: Chrome must support your version of macOS. If Google says your Mac is unsupported, tell your technician before downloading an older installer elsewhere. You do not need to change your default browser for this support session.

===== Prepare Chrome Remote Desktop =====

  - In Chrome, open [[https://remotedesktop.google.com/support|Chrome Remote Desktop Support]]. Sign in to your Google Account if prompted. Enter your own account details privately.
  - Under **Get Support** or **Share this screen**, select the download button if setup is needed. Follow Google's prompts to install the Chrome Remote Desktop extension and host software when requested.
  - Open the downloaded installer and complete installation. If it contains a **.pkg** file, open that package and follow the installer prompts.

===== Allow The Required Mac Permissions =====

Chrome Remote Desktop may ask for permission to display and control your Mac. Follow its setup prompts and open **Apple menu > System Settings > Privacy & Security** when directed.

  * **Screen Recording** or **Screen & System Audio Recording** allows the requested app to show your screen.
  * **Accessibility** allows the requested app to control the mouse and keyboard.
  * Some macOS versions also show **Remote Desktop** permission. Follow the permission request displayed during setup.

Enable access for the Chrome Remote Desktop component identified by the setup prompt, such as **ChromeRemoteDesktopHost**, or for Chrome if specifically requested. Names vary by macOS version. If prompted to quit and reopen the app, do so, then return to the support page. Older macOS versions use **System Preferences > Security & Privacy > Privacy**.

===== Connect With Your Support Technician =====

Generate your code when your technician is ready, rather than well before the appointment.

  - On the support page, select **Generate Code** under **Get Support** or **Share this screen**.
  - Give that code only to the Resaleworld technician assisting you. This is a temporary Google access code, separate from the Windows support PIN.
  - When the connection request appears, check the displayed email address with your technician and select **Share**.
  - Stay at your Mac while your technician helps. If Google asks whether to continue sharing, confirm only while the support session is still in progress.

Warning: Sharing gives your technician access to the screen and control of the Mac, including open apps and files. Close private windows before approving the connection. Do not give anyone your Google password.

===== End The Support Session =====

Select **Stop Sharing** when assistance is finished. Each access code works once. If you need to reconnect, generate a new code and approve the new request.

This procedure uses temporary **Remote Support**. Setting up a computer name and a permanent PIN under **Remote Access** is not required for this session.

===== If Something Does Not Work =====

  * **No Generate Code button:** Finish any download or permission prompts, then return to the support page.
  * **Your technician can see the screen but cannot click:** Review the requested Accessibility permission.
  * **Your technician sees a blank screen:** Review the requested screen recording permission and any instruction to reopen the app.
  * **A code expires or the connection drops:** Generate a fresh code when your technician is ready.
  * **Your organization blocks installation or sharing:** Tell your technician so they can coordinate with your administrator.

===== Official Setup Guides =====

[[https://support.google.com/chrome/answer/95346?hl=en|Google: Download and install Chrome]]

[[https://support.google.com/chrome/answer/1649523?hl=en|Google: Share your computer with Chrome Remote Desktop]]

[[https://support.apple.com/en-gb/guide/mac-help/mchl592e5686/mac|Apple: Screen and audio recording permissions]]

[[https://support.apple.com/guide/mac-help/allow-accessibility-apps-to-access-your-mac-mh43185/mac|Apple: Accessibility permissions]]

==== Related Topics ====

[[:remote_support_for_mac]]
[[:r]]
[[:support_blog:remote_support_from_liberty_help]]
[[:contactingresaleworld]]