Remote Support Customer Client pop up on macOS 15 Sequoia

macOS Sequoia is not formally certified with BeyondTrust’s Secure Remote Access products at this time, and the prompting you see is expected.

If you and your organization are members of Apple’s AppleSeed for IT program, I would recommend reviewing documentation provided there regarding these alerts. As that information is considered confidential, I can not go into details on this forum. Additionally, if you’re a member of the MacAdmins Slack community, there are channels related to AppleSeed available under Apple’s NDA that may also be relevant.

I also just wanted to add here from our release notes: https://www.beyondtrust.com/docs/release-notes/remote-support/compatibility/mac-os-sequoia-compatibility-statement.htm?utm_source=feedotter&utm_medium=email&utm_campaign=FO-09-25-2024&utm_content=httpswwwbeyondtrustcomdocsreleasenotesremotesupportcompatibilitymacossequoiacompatibilitystatementhtm 

It is expected that SRA 24.3 will offer full support.

Any idea when SRA 24.3 will be released as Sequoia has been out over a month now.  We had to block Mac updates specifically because of this software incompatibility. 

I would also like to know when SRA 24.3 will be available. This has gone on long enough; there should be a fix for this by now. I manage many MacBooks through Intune, and this is the only application with which we are having a problem. 

I’ve been told SRA 24.3 is expected to be released Nov. 7th with full support for macOS Sequoia.

I hope that is the case! Thank you.

Thursday, 11/7/2024 has arrived and no updates so far  😩

We are also waiting for the release, since just SRA is holding us back from updating our fleet 😒

Hello! Apologies for this, but the SRA 24.3.x version was delayed at the last minute. At this time, we are expecting the release to be sometime next week.

We thank you for your patience here. We are all looking forward to SRA 24.3.x and all it’s new features and changes!

And it’s thursday again. What’s the actual status of the update? 

Hello WhiteBeer - from past experiance, SRA updates are usually released in the afternoon, US/CST time.

Hello All, SRA (RS and PRA) version 24.3.x has now been released, please see the BeeKeepers post here:

The kb article above has also been updated:  

macOS 15 Sequoia - "Remote Support Customer Client" is requesting to bypass the system private window picker and directly access your screen and audio.
https://beyondtrustcorp.service-now.com/csm?id=kb_article_view&sysparm_article=KB0021584

I had this happen again with the recent 25.2.1 update on macOS 26 Tahoe and lower.  Ended up opening a ticket with Beyond Trust, and they instantly responded with the below fix that worked perfectly. 

This can be resolved by running "sudo tccutil reset All com.bomgar.bomgar-scc" and rebooting. It will prompt the user for screen sharing again but once it has been accepted it shouldn't produce the cascading window issue again.

(STEP BY STEP)

1. Open Finder

2. Go to Applications > Utilities > Terminal

3. Run the following command:

   sudo tccutil reset All com.bomgar.bomgar-scc

   Note: This clears all previous privacy and permission settings. If you’re doing this remotely, be aware that once the reset is done and the Mac is rebooted, you’ll lose screen, mouse, and keyboard access until the end device re-authorizes permissions.

4. Enter the Mac user password when prompted and press Enter. 

5. Restart the Mac.

   Have the end user re-authorize all required permissions (screen recording, audio, accessibility, etc.), quitting and reopening the app (when prompted) after each step.

   Once permissions are re-granted, everything will work normally without repeated prompts.

Thanks for the info.  We updated to 25.2.2 and are seeing an influx of tickets regarding the dialog box popping up multiple times throughout the day (even though permissions are set correctly).  Various macOS versions below Tahoe.  Going to give that command a try.