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Bomgar Screen Sharing Not Working On Mac – What To Do?

Author: Helga York
Helga York Article author

Screen sharing is a high-priority feature in the modern world of remote work and customer support. BeyondTrust is one of the best solutions that allow support technicians to connect end-user systems remotely, bypassing firewalls, from their desktops or mobile devices, but only comes with a paid plan. Check out 10 Best Free Mac Remote Desktop Software to сompare.

Note: A well-known software Bomgar is now called BeyondTrust Remote Support, according to the information given on the official website. In this article we will talk about issues appearing with the app during working on Mac.

The Bomgar Mac black screen issue indicating Bomgar not working on Mac is one of the most prevalent errors that users encounter. We’ve put together a detailed guide full of solutions to help resolve both this and other issues where BeyondTrust doesn’t work on Mac.


How to Enable Bomgar Screen Sharing On Mac

The major reason Bomgar is not working on Mac is because macOS security features force their users to take additional steps to permit full use and control of the BeyondTrust screen sharing application. The good news is it’s one of the easiest errors to fix.

Follow the step-by-step guide below to initiate BeyondTrust screen sharing on a Mac device:

  1. Hit System Preferences (located on the Screen Recording prompt)

    Note: If this prompt does not appear, click on the Apple icon (located at the top left of the computer screen) and choose System Preferences.

    Open system preferences

  2. While inside System Preferences, select Security & Privacy
  3. Click the lock icon (located in the bottom left of the window)
  4. Type in the appropriate computer password when prompted to make alterations

    Type password when prompted to make alterations

  5. Navigate to the Privacy tab (located in the top of the window)
  6. Choose Screen Recording from the left-hand menu
  7. Enable the Remote Support Customer Client by checking the box beside it

    Enable the Remote Support Customer Client
    Users should then receive the prompt: “Remote Support Customer Client’ will not be able to record the contents of your screen until it is quit.”

  8. Hit Later
  9. From the left-hand menu, choose Accessibility
  10. Enable the box beside Remote Support Customer Client

    Enable the Remote Support Customer Clientin in Accessibility tab

  11. Hit the lock icon

And with that, if the problem persists and BeyondTrust can’t control the Mac, read on for another option to try.

Explore Alternative Remote Desktop Software Solution

Seeking a different remote desktop solution can be an effective way to bypass the challenges of Bomgar screen sharing on macOS.

Try HelpWire, a free remote support software offering key features for effortless on-demand remote access across Mac and Windows platforms. Suitable for both commercial and personal use, HelpWire’s intuitive interface streamlines the setup of remote desktop sessions, removing the need for complicated configurations.

Notable Features:

Bomgar on Catalina

There are many new security features that Apple has added for macOS Catalina. While ensuring better protection for Apple customers, this change does come with the added drawback that forces users to perform a few extra steps to obtain remote control over a Mac computer while using BeyondTrust Remote Support (formerly Bomgar).

In the step-by-step guide below, we’ll walk you through how to get macOS Catalina to run Bomgar remote control. Your Mac can quickly and easily start sharing screens as needed in just a few steps.

Step 1: Start a session as usual

Step 2: After clicking Share Screen, the below banner may pop up:

Screen recording curently disabled

Step 3: For users to obtain access and control, they must navigate as follows: System Preferences > Security and Privacy > Privacy tab

Step 4: Choose Screen Recording

Step 5: Make sure the Remote Support Customer Client option is checked/enabled

By now, users should have the option to toggle mouse control as needed. However, it may be necessary for the user to restart the BeyondTrust screen sharing session to make sure all changes to app permissions successfully go into full effect.

Users may also be required to toggle the mouse control button (located in the top left corner) to access mouse and keyboard control privileges.

Note: This only happens during the first time BeyondTrust runs on the computer. Sadly, this issue is hardwired by Apple thanks to concerns revolving around privacy, and there’s no method (at the time of publishing this article) to use a management platform to whitelist.


Fixing Screen Sharing Issues on macOS Big Sur

When it comes to Bomgar not working on macOS Big Sur, we’ve compiled five easily executable solutions that users of practically any skill level can perform.

One of the first and easiest options is to simply restart the Mac computer—preferably both, if possible. Additionally, we strongly advise using the Mac repair application to optimize the machine(s) and avoid problems going forward.

However, if restarting the computer does not work (and nor does using the Mac repair app), check out the solutions below for some alternative methods.


Solution #1: Ensure screen sharing/remote management is on

The first thing you need to check is whether screen sharing is enabled on both Macs. To do this, follow the instructions below:

Step 1: While operating the Mac, navigate as follows: Apple menu > System Preferences

Step 2: Choose Sharing

Step 3: Uncheck Remote Management if it’s selected because running Remote Management and Screen Sharing simultaneously will cause a problem

Step 4: Look to see if the checkbox beside Screen Sharing is disabled (if enabled, disable it)

Step 5: Indicate which users have screen sharing permission by selecting one of the following options:

  • All Users: All users on your computer can share your screen (unless they’re guests or sharing-only users)
  • Only These Users: Screen sharing is restricted to users you specify

Step 6: If you disabled Only these users, hit the Add button under the users list, and proceed as follows:

Step 7: Select a desired user from Users & Groups

Step 8: Select a desired user from Network Users or Network Groups

If you’d like to configure more screen sharing options, choose Computer Settings and select one (or both) of the options below:

  • • Anyone may request permission to control screen
  • • VNC viewers may control screen with password

Perform each of the above steps on both Mac computers to discern if screen sharing is now possible. If the issue persists, try one of the solutions below.


Solution #2: Restart screen sharing

Sometimes simply rebooting the screen sharing feature can make a huge difference when solving this issue — and the good news is that it’s quite easy and fast!

For those running into annoying glitches while trying to share the screen (Bomgar unable to grab the remote screen image), follow the steps below:

Step 1: From the Mac, navigate as follows: Apple menu > System Preferences

Step 2: Choose Sharing

Step 3: Disable the box beside Screen Sharing

Step 4: Wait a few moments, then try turning Screen Sharing back on


Solution #3: Ensure appropriate access right permission

For those with the desire to share the screen of a different Mac machine, they must ensure they have access permissions to use that Mac.

Step 1: Navigate as follows: Apple menu > System Preferences

Step 2: Select Sharing

Step 3: Review the list which displays all those who have permission to share the screen.

Step 4: Search for the name of your computer to ensure you’re included on the list — if you aren’t, request/configure access rights


Solution #4: Ensure the participating Macs aren’t in sleep mode

Another problem may be that one or both of the computers are in safe mode when trying to make the connection. The steps below will show you how to check for this.

Step 1: Navigate as follows: Apple menu > System Preferences

Step 2: Hit Energy Saver (within the System Preferences window)

(For Mac notebook users, navigate as follows: Apple menu > System Preferences > Battery)

Step 3: Modify settings in both the Power Adapter and Battery windows to make sure the Mac won’t enter Sleep mode while screen sharing


Solution #5: Ensure both Macs are sharing the same network

An additional element to check on is ensuring all Macs are connected to the same network. Follow the steps below to assess the connection.

Step 1: Navigate as follows: Apple menu > System Preferences

Step 2: Select the appropriate Network

Step 3: Make sure both machines are on the same network (make sure the indicator beside the network type is green)

Note: For those using Wi-Fi, the network name can be found (usually) in the right-hand panel.


There are many ways to troubleshoot Bomgar issues

Being able to screen share is an absolute necessity for Mac users when it comes to presentations, demos, troubleshooting, and training.

As you can see, there is a plethora of solutions for those dealing with errors while trying to share a Mac screen. Simply review the many options above to start troubleshooting.

We hope this article has given you the resources and confidence you need to maximize your screen-sharing experience using BeyondTrust on Macs. With a few simple steps, a huge realm of remote connectivity and possibility can be yours.

Finally we suggest you compare BeyondTrust with other MAC remote desktop softwares to make the right choice.