Machines running macOS 10.14 not allowing Splashtop Remote Takeover

IMPORTANT  macOS 10.14 is no longer a supported operating system. For information on what operating systems we support, refer to Supported operating systems and Agent requirements.

Resolution

macOS devices running macOS 10.14 Mojave will not allow remote users to access the device via Splashtop without first making a change on that endpoint.

  1. Click the Apple logo in the upper left-hand corner of the screen, then select System Preferences from the drop-down menu.

  2. In System Preferences, click Security & Privacy.
  3. Click the Privacy tab, then click the padlock icon in the lower left-hand corner of the window (the machine will prompt you to enter your system password).
  4. Click Accessibility, then in the Allow the apps below to control your computer list, check the following items:
    • MSP Remote Support by Splashtop.
    • Splashtop Streamer
    • AEM Agent (if present)

    NOTE  MSP Remote Support by Splashtop is only installed on a device that is initiating a connection; it may not be present on your machine.

  5. Repeat steps 3 and 4 for the Screen Recording and Full Disk Access sections.

Upon reconnecting, the Datto RMM Agent should be able to establish a connection to this machine.