Connectwise Control: Disable Guest Preview

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Hello!

We have Connectwise Control deployed out to all of our endpoints, and on the Mac side of things, we are upgrading to macOS Sonoma. Our users have begun seeing menubar notifications stating that 'Connectwise Control is capturing your screen', despite there being no active session. This is a new macOS Sonoma functionality, and this is happening because the Connectwise Agent captures a 'Guest Preview' periodically, which prompts this notification to the end-user.

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Many of our users work with confidential information, so them seeing such a notification is becoming concerning for them. I wanted to see what options we have to disable this 'Guest Preview' functionality, as we do not need the guest preview functionality.

Currently in the Connectwise admin settings, I only see the ability to reduce the quality of the snapshot taken, but no means to disable it altogether. The end goal here is to disable this functional entirely so that our users do not receive this notification in their menubar.

Please let me know if there's anything we can do in the meantime to prevent this notification to end-users. 

Thanks!

Robert

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cmacIT

Hello, we're seeing the same prompt on our machines. Hoping to se if a fix has been found. Thank you.

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FQ-Connectwise
Quote from anonymous

Thanks for your report, we are investigating this issue, but so far have not been able to consistently reproduce. We had it occur on one of our Macs that had multiple agents on it, but once the agents were removed and we reinstalled new ones, the problem did not occur again.

Additionally, we tested commenting out the Guest Screenshot preview code, but since it would not reproduce on demand, we are not able to say if that is the cause or not.

It may be a Sonoma bug, but we do really need y'alls help with this one.

If you can please DM me your contact information, I will arrange a support call with our T3 team. 

Hey Sean,


Thanks for the response! This sounds silly lol, but I'm not sure how I can DM you to provide my contact information. If I click into your profile on this forum, I don't have an option to send a DM. Is there an email address we can sync up on instead?


Thanks!

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anonymous

Thanks for your report, we are investigating this issue, but so far have not been able to consistently reproduce. We had it occur on one of our Macs that had multiple agents on it, but once the agents were removed and we reinstalled new ones, the problem did not occur again.

Additionally, we tested commenting out the Guest Screenshot preview code, but since it would not reproduce on demand, we are not able to say if that is the cause or not.

It may be a Sonoma bug, but we do really need y'alls help with this one.

If you can please DM me your contact information, I will arrange a support call with our T3 team. 

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mhansonIT

This should be high priority! My Users are upgrading to Sonoma as well, and receiving this same screen. We also do not use the guest preview and have it set to Zero, but this should be allowed to be disabled on the client. We are asking our users to disable the screen sharing privacy setting until this is resolved. If this isn't fixed soon, we may need to switch to a different remote support tool. 



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