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Troubleshooting the Enablement of ConnectWise Control

Sometimes, users won't see the ConnectWise Icon when trying to enable access for Electric. This article provides a workaround!

Updated over a year ago

Introduction

When following the steps to Grant Electric Remote Access, some users do not see the ConnectWise Icon when they navigate to the Accessibility (Step 5) and/or Screen Recording (Step 6) windows. If you're experiencing this issue, follow the steps below.

Troubleshooting Steps

⚠️ For this workaround, you must keep the Security & Privacy window open on your desktop. It is required for Step 5 of the process below. If you previously closed this window, go back to this article and refer to Steps 1-4.

Once the Security & Privacy window is open on your desktop, begin the process below.

  1. Open the Finder app.

  2. In the desktop toolbar, navigate to Go and select Go To Folder from the dropdown.

  3. A new window will appear. Type /opt then the Enter key on your keyboard.

  4. This will open a folder that contains the ConnectWise file. Select the connectwisecontrol file, then drag and drop it to the Accessibility or Screen Recording window.

  5. In the Security & Privacy window, sure to check off the checkbox beside the ConnectWise file.

  6. If the ConnectWise file was missing from both the Accessibility and Screen Recording windows, Repeat Steps 4 & 5. Otherwise, proceed to Step 7.

  7. Click the Lock icon in the bottom left corner to save your preferences.

  8. At this point, you can close the Security & Privacy window and the Finder/opt window.

Once this process is completed, Electric will be able to access your device and provide IT support at your request.

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