BeyondTrust Remote Support Customer Client - Repeated Screen Capture Permission Pop-ups on MacOS Tahoe

Question

Hello, we recently started using BeyondTrust for our Intune-managed MacOS devices, and we have run into an issue with several of our users. They get 10-15 popups a day, saying "Remote Support Customer Client" is requesting to bypass the system private window picker and directly access your screen and audio. Screenshot here:

Here are the details.

Device:

MacBook Pro (16-inch, 2024)
MacOS Tahoe 26.3.2
BeyondTrust Remote Support 25.3.1

Symptoms:

Pop-ups happen all throughout the day, approximately 10-15 times daily, with no specific trigger.
Even after pressing "Allow", the pop-ups continue to reappear.
The Pop-ups have the following text:
- "Remote Support Customer Client" is requesting to bypass the system private window picker and directly access your screen and audio.
- This will allow Remote Support Customer Client to record your screen and system audio, including personal or sensitive information that may be visible or audible.

Troubleshooting steps:

Tried turning the setting off and back on
Tried Mac update to newest version
Tried Uninstalling and Reinstalling BeyondTrust
Attempted the following fix listed in this Support article:
- https://beekeepers.beyondtrust.com/general-45/remote-support-customer-client-pop-up-on-macos-15-sequoia-5552
- Ran the following command:
  - sudo tccutil reset All com.bomgar.bomgar-scc
- Rebooted the device
- Walked user through reassigning permissions over the phone
Created a PPPC configuration profile in Intune to give user admin access over Screen Capture permissions

Please let me know what else I can try. Nothing has worked so far.

CheeseFruit · Accepted Answer

Please see this KB article -https://beyondtrustcorp.service-now.com/kb_view.do?sysparm_article=KB0021584This is giving me this error:Hello ​@CheeseFruit - please try this link, and let us know:https://beyondtrustcorp.service-now.com/csm?id=kb_article_view&sysparm_article=KB0021584- the KB number is at the end of the URL, if this link does not work, please try searching the BeeKeepers search with that KB number.OK, I can see it now. I am trying the workaround listed with the configuration profile in Intune, we will see if that solves the issue.