The other side can’t see the screen
If the support agent sees the message “Waiting for image” when connecting, or your screen image isn’t being sent, check the Screen Recording permission and add it again.
DorsanDesk Mac version tutorial
Fixing DorsanDesk permission problems on macOS after installing a new version
If, after installing a new version of DorsanDesk on your Mac, you still see the permission cards inside the app, the problem is usually that macOS no longer considers the previous permissions valid for the new version. To fix it, remove the previous permissions and add the DorsanDesk app to the same sections again.
Video tutorial
Video guide to fixing Mac version permission problems
This video shows how to remove the previous permissions, add the DorsanDesk app again and relaunch the app after installing a new Mac version.
Tip:
Watch the video first, then follow the checklist at the bottom of the page on your Mac, in order.
!
Why does the permission card appear again even though the permission is enabled?
On macOS, after installing a new version of DorsanDesk, the permissions previously granted to the old version may not carry over correctly to the new one. In this case, even if you see DorsanDesk in the permissions section, it is best to remove it once and add it again from the Applications folder.
Before you start
When should you follow this guide?
This guide is for when you have installed or updated the DorsanDesk Mac version and the security permission cards are still shown inside the app.
02
Mouse and keyboard control doesn’t work
If the screen is shown but mouse or keyboard control doesn’t work properly, remove the Accessibility permission and enable it again for DorsanDesk.
03
The permission card won’t go away in the app
If the permission card is still shown in DorsanDesk’s side panel, the app has not yet received valid permission for the new version.
Main path
Opening the Mac permission settings
To manage DorsanDesk’s permissions, you need to open the macOS security settings. If you see a permission card inside DorsanDesk, you can click its “Open settings” button to go straight to that section.
System Settings
›
Privacy & Security
›
Choose the permission
Practical tip:
If DorsanDesk is already in the permissions list, having its switch turned on is not enough. With a new version, it is best to remove it with the minus button and add it again with the plus button from the Applications folder.
First permission
Enabling Screen & System Audio Recording
This permission is needed to show your Mac’s screen to the support agent. Without it, the connection may be established but the screen image is not sent to the other side.
Open Screen & System Audio Recording
In System Settings, go to Privacy & Security and choose Screen & System Audio Recording.
Remove DorsanDesk’s previous access
If DorsanDesk is in the list, select it and remove it with the minus button. Enter your Mac password if asked.
Add the app again
Click the plus button, go to the Applications folder, select DorsanDesk and click Open.
Apply the permission
If macOS asks to quit the app, you can click Later until you have finished the other permissions, then quit the app completely at the end and launch it again.
Second permission
Enabling Accessibility
This permission is needed to control your computer’s mouse and keyboard during a remote connection. If it is not enabled, the screen may be visible but the agent can’t work on your computer.
Open Accessibility
In Privacy & Security, open Accessibility.
Remove the old version from the list
If DorsanDesk is in the list, remove it to clear the previous version’s permission.
Add it again from Applications
Click the plus button, select DorsanDesk from the Applications folder and enable the permission.
Third permission
Enabling Input Monitoring
On some macOS versions, the Input Monitoring permission must also be enabled for DorsanDesk so that keyboard input and commands are received correctly.
Step 1
In the DorsanDesk app, click “Open settings” on the Input Monitoring card.
Step 2
If DorsanDesk is already in the list, remove it.
Step 3
Use the plus button to add the DorsanDesk app again from the Applications folder.
Step 4
Quit and reopen the app so the Input Monitoring card disappears from the app.
Automatic start
Installing the start-on-boot service
If you want DorsanDesk to start automatically after your Mac is turned on, you can install the start-on-boot service from within the app itself.
How to do it
In the app’s side panel, find the “Start on boot” section and click “Install”. If macOS asks, enter your system password.
Use
This feature suits computers that need regular remote support, where the user doesn’t want to launch the app manually every time.
Most important step
After changing permissions, quit and reopen the app
Many macOS permissions only take effect after the app is relaunched. So after removing and adding permissions, quit DorsanDesk completely and launch it again.
↻
Take Quit & Reopen seriously
If macOS shows the Quit & Reopen message after you enable permissions, the app must be closed and launched again for the new access to apply. If you are setting up several permissions in a row, you can click Later first and, once all the steps are done, quit the app completely and reopen it.
Reference table
What does each permission fix?
| Permission | Use | Sign that it’s not enabled | Recommended action |
|---|---|---|---|
| Screen & System Audio Recording | Sending the Mac’s screen image | The other side can’t see the screen or keeps waiting for the image | Remove DorsanDesk and add it again from Applications |
| Accessibility | Mouse and keyboard control | The screen is visible but control doesn’t work | Remove the previous access and add the app again |
| Input Monitoring | Receiving keyboard input and commands | The permission card stays in the app or input isn’t fully applied | Remove, add again and relaunch the app |
| Start on Boot | Automatic start after the Mac is turned on | The app doesn’t start after the computer is turned on | Install the service from within the DorsanDesk app |
Quick checklist
Final checklist for fixing permission problems
If you still see the permission cards after installing a new Mac version, go through this checklist in order.
Common questions
Frequently asked questions about DorsanDesk permissions on Mac
Why do I have to grant permissions again after installing a new version?
Because macOS may not recognize a permission registered for the previous version of the app as valid for the new version. In this case, the previous access must be removed and DorsanDesk added again from the Applications folder.
If DorsanDesk is already in the permissions list, is it enough to turn its switch on?
In many cases, no. If you have installed a new version and the permission card is still visible in the app, it is best to remove DorsanDesk from that section and add it again.
If the other side sees “Waiting for image” when connecting, which permission is the problem?
Usually Screen & System Audio Recording. Remove this permission and enable it again for DorsanDesk, then quit and reopen the app.
What should I do if the screen is visible but mouse and keyboard control doesn’t work?
Check the Accessibility and Input Monitoring permissions. If they were already enabled, remove them and add them again.
What should I do if the card is still shown in the app after enabling the permissions?
First quit the app completely and launch it again. If the problem remains, restart your Mac once and check the permission status again.
Summary
To fix the permission cards in the DorsanDesk Mac version, permissions that merely appear enabled are not enough. After installing a new version, remove the previous access, add DorsanDesk again from the Applications folder and finally quit and relaunch the app.