Install the agent on a Mac

The agent is how we keep your Mac updated, watching for threats, and reachable when you call for help. macOS keeps every app away from your screen, files and keyboard until you say so. So after the install you turn on five permissions in System Settings. It takes about ten minutes, once per Mac.

Requirements

Steps

1. On the Mac, open the download link we sent you and select Download for macOS.

2. Open your Downloads folder. If you see a .zip file, double-click it to unzip it. Open the AgentSetup folder, then double-click CAG.pkg.

3. Follow the installer to the end. When macOS asks, type your Mac password. When it finishes, a small icon appears in the menu bar at the top right of your screen.

4. Open the Apple menu, then System Settings, then Privacy & Security. Open each item below and turn on AEM Agent. macOS asks for your password or Touch ID each time.

   Permission	What it lets the agent do
   Accessibility	Use the mouse and keyboard during a support session you allow
   Full Disk Access	Check every file for threats, including protected ones
   Screen & System Audio Recording	Show us your screen during a support session you allow. Called Screen Recording on older macOS.
   Automation	Under AEM Agent, turn on System Events
   Local Network	Reach other devices on your network, like printers

5. If AEM Agent is missing from a list, select the + below the list, open Applications, select AEM Agent, then Open.

6. Email [email protected] to say the Mac is done. Tell us who uses it.

What happens next

• We approve the Mac on our side. It appears in your portal after its first check-in.
• If FileVault is on, the agent starts only after someone signs in after a restart. That is normal.
• If the menu bar icon turns red, the agent is not running. Email [email protected] and we fix it with you.

Related

• Install the support agent, for a one-time support session
• What runs on a protected computer
• How support works