Your comments

The issue is fixed for me in version 6.9.21691.6956.

In the previous version of 6.9.21415.6941 the issue was still present, I could not scroll using this version.

That is a great suggestion, I have been wanting to try that out. That looks like the best solution to this issue that I have seen.

I do not have MDM in place, most of my company's Apple computers are stationary or headless. It bugs me that I need to add another layer of complexity and another monthly cost per device to solve this. I'll probably use Jamf for now but I'm considering (for many reasons other than this) just not using Apple computers for my business.

I feel your pain, this is making it difficult for me to support my Mac users and devices.  But it is important to understand the facts here:

  • macOS Mojave (10.14) employs more stringent security which requires a human using a computer to allow remote control
  • This same phenomenon affects other remote solutions (like TeamViewer), this is due to the nature of remote control in macOS and not a shortcoming in the remote software itself
  • It does seem that ConnectWise should not require this step be done each time ConnectWise updates, but this is just my speculation

In other words, Apple made the changes that cause this, and no software can overcome this. Also ConnectWise could probably handle updates more smoothly for devices set up with permanent access.

One could go so far as to say that Apple computers and macOS are not a viable solution for larger businesses. Nothing against Apple, but they just focus more on consumer goods these days.

After the recent update to Connectwise Control (client version 6.8.20124.6845 to 6.9.21027.6898) I have again lost the ability to control all Mojave computers in my company. It would be great if Connectwise were able to maintain the authorization for remote control from one version to the next.  Several other utilities require this same authorization in macOS Mojave (preferences > privacy > accessibility > unlock and allow), and it seems they can hold this authorization from one software version to another.

Either way, this enhanced privacy in the new macOS is making it more cumbersome to handle Apple computers in a business environment.

As a couple of us have pointed out, this does seem to relate to changed security built into the macOS Mojave update.  In other words, much of this might be the same with any remote control tools aside from Apple's remote desktop or VPN.

Here is Teamviewer's guide on this topic:

https://community.teamviewer.com/t5/Knowledge-Base/How-to-control-a-Mac-running-macOS-10-14-Mojave/ta-p/44699


Still I think ConnectWise Control could be a bit more straightforward on this.  It would be great to see it check for this new security allowance, be more consistent with asking the system for control (as much as Apple allows this), and most importantly, keep remote control allowance through ConnectWise agent upgrades. 

I believe you can fix this if you have physical keyboard and mouse access to the remote computer.

On the remote computer:

  1. open system preferences
  2. click Security & Privacy icon
  3. click Privacy tab along top
  4. click Accessibility on left
  5. unlock using password
  6. select screenconnect-123abc entry
  7. click minus button to remove
  8. reboot
  9. attempt remote control, this should cause access warning to pop up
  10. approve access warning

At this point remote control should work again.

It seems that this process must be repeated each time the ConnectWise Control agent updates.  Since posting this topic a few weeks ago I have had to repeat this on each 10.14 Mac to regain remote mouse and keyboard control.  In each case remote terminal commands always work.