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A Support agent may request you to join a Malwarebytes Remote Support session to help resolve your issue.

If a Support agent requests a session with you, they will provide a code or url to join the session through a web browser. This article explains how to join a Malwarebytes Remote Support session on a Mac device.

You need to use the latest version of the Safari, Google Chrome or Firefox browser to join a Malwarebytes Remote Support session.

Download and run the Malwarebytes Remote Support tool

  1. To begin the Remote Support session, your Support agent will provide you with:
  2. In the Join Session window, click the Download App button.
  3. Click Allow or OK to download the file.
  4. When the download completes:
    • Safari
      • Click the  Show downloads Screen_Shot_2020-02-28_at_1.41.35_PM.png button at the top right of your browser.
    • Chrome
      • Click the zip file MalwarebytesRemoteSupport.Client.Zip at the bottom left of your browser. The zip file extracts automatically and your Downloads folder opens.
    • Firefox
      • The zip file extracts automatically and your Downloads folder opens.
  5. To open the application, double-click the Malwarebytes Remote Support Client file.
  6. Click Open in the confirmation pop-up window.
  7. Once you and the agent join the session, you must click Consent to Control to continue. Review Malwarebytes Remote Technical Assistance Terms of Service.
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Your support agent will not be able to see your screen until you grant permissions for the Malwarebytes Remote Support Client in your Mac’s System Preferences. See below for instructions.

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Grant access for the Malwarebytes Remote Support Client in macOS Catalina and Mojave

This section explains how to grant accessibility and screen recording privileges to your Support agent during the remote session. The Malwarebytes Remote Support Client requires these permissions to continue on macOS Catalina, and the accessibility permission for macOS Mojave.

  1. Go to your System Preferences and open the Security & Privacy window.
  2. Select the Privacy tab.
  3. Click the lock Screen_Shot_2020-02-28_at_3.37.26_PM.png icon on the bottom left of the window to unlock.
  4. Enter your Mac user password to allow system changes.
  5. Select Accessibility from the list on the left side.
  6. If you see Malwarebytes Remote Support Client, check the box next to it.
  7. On the left side of the Security & Privacy window, scroll down to Screen Recording.
  8. If you see Malwarebytes Remote Support Client, check the box next to it.
  9. Click the lock Screen_Shot_2020-02-28_at_3.38.02_PM.png icon to lock your settings.
  10. A pop-up window prompts you to quit the current session. Click Later.
  11. Your Support agent can see your screen and move your cursor. They can assist with your issue from here.

Once your session with the Support agent finishes, delete the Malwarebytes Remote Support Client files from your device.

Source : Official Malwarebytes Brand
Editor by : BEST Antivirus KBS Team

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