Introduction

ConnectWise Control, also referred to as ScreenConnect, is a tool used by Electric to provide real-time troubleshooting support on Mac devices. This software enables the Electric technician servicing your request to remotely access and control the computer to provide on-demand support.

Electric will only access your device with your approval. During the remote support session, a banner will be visible at the top of your screen indicating that there is an active remote support session taking place.

Installation and Permissions

For devices with macOS Catalina or newer OS versions, Screen Recording is a Privacy Preferences Policy Control prompt that requires the end user to explicitly approve access to any application that shares the user's desktop, including ConnectWise Control.

How do I configure permissions for ConnectWise Control?

You can find the steps to grant Electric remote access to your device in this article.

How will I know if I need to grant Electric access?

You will see a prompt like the one pictured below on your desktop. This means you need to grant Electric screen recording and accessibility permissions. Otherwise, we will not be able to provide remote IT support for your device.

Why Screen Recording?

Screen Recording allows Electric's Service Desk to connect to your device and record the actions taken to provide the IT support that has been consented to by the employee requesting IT support. These recordings are used for quality assurance and training purposes.