Installing ScreenConnect on Apple Mac

Overview

True Synergy Networks uses ScreenConnect, a secure remote support application, to assist customers with technical issues. This guide explains how to download, install, and configure ScreenConnect on your Mac so a True Synergy Networks support technician can provide remote assistance.

Step 1: Download ScreenConnect

1. Click Here to access the ScreenConnect download provided by True Synergy Networks.
2. Download the macOS installation package.
3. If the initial download or installation fails, download the alternative installation package by Clicking Here.

Important Security Notice: Only download the True Synergy Networks ScreenConnect installer through tsnhelp.us. If anyone directs you to download our ScreenConnect software from another website, contact True Synergy Networks before proceeding.

Step 2: Install ScreenConnect

After downloading the ScreenConnect installer, follow these steps to install it on your Mac.

Open the Installer

1. Open Finder on your Mac.
2. Select Downloads from the sidebar.
3. Locate the downloaded ScreenConnect installation file, typically named ScreenConnect.ClientSetup.pkg.
4. Right-click (or Control-click) the downloaded file.
5. Select Open With → Installer.

Note: We recommend opening the installer through Finder instead of directly from your web browser to avoid potential macOS security restrictions.

Allow the Installer Through macOS Security

Depending on your macOS version, you may receive a security warning stating that “ScreenConnect.ClientSetup.pkg” was not opened because Apple could not verify the developer.

If this message appears:

1. Click Done to dismiss the warning.
2. Click the Apple menu () in the upper-left corner.
3. Select System Settings.
4. Navigate to Privacy & Security.
5. Scroll down to the Security section.
6. Look for a message indicating that the ScreenConnect installer was blocked.
7. Click Open Anyway.
8. Enter your Mac administrator password or use Touch ID if prompted.
9. If another confirmation window appears, click Open Anyway again.

Important: Only select Open Anyway after confirming that the installer was downloaded from the official True Synergy Networks website at tsnhelp.us.

Complete the Installation

Once the ScreenConnect installer opens:

1. Click Continue on the introduction screen.
2. Click Install to begin the installation.
3. Enter your Mac administrator password when prompted.
4. Click Install Software.
5. Allow the installation process to complete.
6. If macOS asks whether ScreenConnect can control Finder, click OK.
7. Click Close once the installation is finished.

Note: After installation, you may see a notification indicating that ScreenConnect requires additional permissions. If a Configure Permissions button appears, click it to open the appropriate macOS settings.

Step 3: Allow Screen Recording

macOS requires your permission before a True Synergy Networks support technician can view your screen.

Enable Screen Recording Permissions

1. Click the Apple menu () in the upper-left corner.
2. Select System Settings.
3. Navigate to Privacy & Security.
4. Select Screen & System Audio Recording (called Screen Recording on some macOS versions).
5. Locate ScreenConnect, ConnectWise Control, or the True Synergy Networks support client.
6. Enable the permission by turning on the corresponding switch.
7. Enter your Mac password or authenticate with Touch ID if prompted.
8. If macOS asks you to quit and reopen the application, follow the instructions provided.

Why is this needed? Screen Recording permission allows your support technician to view your Mac’s screen during a remote support session.

Note: If ScreenConnect does not appear in the list, make sure the application has been installed and launched at least once. If necessary, use the + button, where available, to locate the installed application in your Applications folder.

Step 4: Allow Accessibility Permissions

Accessibility permissions allow your True Synergy Networks support technician to control your mouse and keyboard when providing assistance.

Enable Accessibility Permissions

1. Click the Apple menu () in the upper-left corner.
2. Select System Settings.
3. Navigate to Privacy & Security.
4. Click Accessibility.
5. Locate ScreenConnect, ConnectWise Control, or the True Synergy Networks support client.
6. Enable the permission by turning on the corresponding switch.
7. Enter your Mac administrator password or authenticate with Touch ID if prompted.
8. If prompted to restart the application, follow the instructions provided.

Why is this needed? Without Accessibility permission, your support technician may be able to view your screen but will not be able to control your mouse or keyboard.

Note: If ScreenConnect does not appear in the Accessibility list, click the + button, if available, and locate the installed support application in your Applications folder.