LiveDesktop provides an unparalleled experience for remotely controlling your macOS devices by leveraging the Remote Management service natively installed on the device. This means that LiveDesktop will not be able to connect to devices when this service is disabled. While LiveDesktop attempts to enable this service automatically, there are a few scenarios where you may need to enable it separately.
Enabling LiveDesktop on macOS 10.14 Mojave and Newer
In macOS Mojave, the `kickstart` command-line tool is now restricted from enabling full control of Remote Management. For LiveDesktop to function properly, Remote Management can be enabled in any of the following ways:
1. Sending the Enable Remote Management MDM command from Devices -> Choose Device -> GoLive -> Networking if the device is MDM enrolled.
2. Manually enable Remote Management from System Preferences -> Sharing. This requires the machine user to have Admin rights.
Note: We recommend removing and disabling any scripts which may enable/disable Remote Management on your macOS 10.14 and newer devices.
Resolving Black Screen Issues with macOS Catalina
If you experience a black screen displayed from a target macOS device when connecting from LiveDesktop, this means that Remote Management has not been enabled correctly. Remote Management may be Enabled, but it will only show a black screen if enabled incorrectly.
To fix the black screen issue, disable Remote Management and then use one of the recommended methods mentioned in the section above.
Disabling Remote Management can be done in a couple of ways.
1. Manually disable Remote Management from System Preferences -> Sharing.
2. Run the following command from Addigy or another Terminal session.
sudo /System/Library/CoreServices/RemoteManagement/ARDAgent.app/Contents/Resources/kickstart -deactivate -configure -access -off
3. Navigate to the device's GoLive page and then to Networking and select Enable Remote Desktop. Alternatively you can run the following command in an attempt to re-enable if using the button does not resolve the issue:
sudo /System/Library/CoreServices/RemoteManagement/ARDAgent.app/Contents/Resources/kickstart -activate -configure -access -on
Enabling LiveDesktop on macOS 10.13 High Sierra and Older
On macOS 10.13 High Sierra and older version of macOS, LiveDesktop attempts to enable Remote Management silently from the command-line. If Remote Management is not being enabled, then take a moment to make sure no policies, scripts, or software are blocking the service from turning on.
An existing alert with remediation is the most common reason that LiveDesktop is failing to enable. If an alert is configured to monitor the Remote Desktop Enabled fact with a script to remediate the alert, then it may see Remote Management being enabled and turn it off.
If you experience any issues enabling Remote Management or connecting to LiveDesktop sessions, please reach out to the Addigy Support team from Support -> Issues within Addigy, by emailing firstname.lastname@example.org, or by calling (305)330-6677.
If you have an Addigy account and have additional questions, you can create a ticket by emailing email@example.com.
Alternatively, you can submit a support request within Addigy.