Turn the switch ON
System Settings opens to Privacy & Security → Screen & System Audio Recording. Turn the connectwisecontrol switch ON. Administrator access is not required here.
01
Step One · ScreenConnect
When the agent is installed on your Mac
- Once the agent has installed, you'll see the pop-up shown here.
- You must click “Request Access…” to proceed with setup.
This window is the ScreenConnect Review System Access panel. It checks the two permissions the agent needs to run.
02
Step Two · ScreenConnect
Approve screen sharing
- The Screen Recording pop-up will appear. Click Open System Settings.
Do not click Deny. Denying will only cause issues with the Help Desk being able to support you. Any screensharing connection we make must be approved by you — you are always alerted before a session begins.
Relaunch when prompted
You'll be prompted to relaunch ConnectWise Control. Go ahead and click Quit & Reopen — the client restarts automatically.
03
Step Three · ScreenConnect
Setup complete
You can now close any related windows or notifications. Here are a few things to expect from here on.
A menu-tray icon
The agent places a small icon in your menu bar, shown here.
Allow notifications
If asked to enable notifications, choose Allow.
Find devices on networks
A later prompt may ask to find devices on local networks — please Allow.
Consent before every session
When the Help Desk connects, this approval prompt appears before your screen is ever shared.
Good to know: your desktop image will temporarily turn black while a session is in progress. This is completely normal and reverts automatically once the session ends.
01
Step One · NinjaOne Remote
When the NinjaOne agent is installed on your Mac
The first time a Helix technician connects, macOS walks you through three quick prompts. Approve each one in order — the whole thing takes under a minute.
1 · Accept the connection
When a Helix agent first connects to your Mac, an “Accept connection from: Helix Systems?” prompt appears. You must click “Yes” to proceed — if you click No, the install process stops.
2 · Request access
Next, the Review System Access window appears. Under Screen Recording you'll see Denied — click “Request Access…” next to it to proceed.
3 · Open System Settings
A third prompt — “ncstreamer” would like to record this computer's screen and audio — will appear, even if System Settings already opened on its own. Click Open System Settings.
Never click “No” or “Deny” on these prompts. Either one stops the setup and prevents the Help Desk from being able to support you. Any screensharing connection we make must be approved by you — you are always alerted before a session begins.
02
Step Two · NinjaOne Remote
Approve screen sharing
- System Settings opens to Privacy & Security → Screen & System Audio Recording.
- In the list, find ncstreamer — this is the NinjaOne screen-sharing component.
Administrator access is not required here.
Turn the switch ON
Click the switch next to ncstreamer so it turns ON.
Relaunch when prompted
It will prompt to relaunch ncstreamer. Go ahead and click Quit & Reopen — it restarts automatically.
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Step Three · NinjaOne Remote
Setup complete
- You can now close System Settings.
- All three permissions — Screen Recording, Accessibility, and Full Disk Access — should now show green checks on the original Review System Access window.
Going forward, whenever the Help Desk connects, the “Accept connection from: Helix Systems?” prompt appears again. Click Yes each time to allow the session.