Installing the N-Able Insight Agent on Mac Computers

The N-Able Insight RMM Agent allows our technicians to remotely monitor, access, update and make changes to your devices. You are usually discouraged from providing this level of access, however, a trusted technician requires this level of access to perform their duties.

Please read these instructions before proceeding. The process is not straight forward on Apple Mac. You will be required to manually grant security permissions to multiple applications.

Use the link provided by your technician to download installation file(s) for Mac. Do not use this software for other computers.

Before you begin (in order):

1. Read this email in full.
2. Watch the video in full.
3. Restart your computer and leave running for 10 minutes.
4. Make sure you are connected to a fast, secure, and reliable, home or office internet using Wi-Fi or ethernet cable. Not mobile.
5. Temporarily disable/pause any cloud storage software.
6. Temporarily disable/pause any known backup software.
7. Temporarily disable/pause any anti-virus software.

Software (application) Installation:

This process will install two (2) primary applications on your computer.

1. Use the link supplied to download your installation file(s). Note the location. (We suggest downloading to the desktop.)
2. Double click the “OSX_AGENT_*_RW.ZIP” file to extract/decompress the installation files. This will create a folder containing the two (2) installation files. Do not delete or change any files.
3. Inside the new folder, double-click on the “install.pkg” file to begin installing the Agent. Wait. Do not double-click again.
4. An installation window may guide you through process:
   1. Introduction: Description.
   2. Destination Selection: Do not change unless instructed.
   3. Installation Type: Summarises disk space needed.
   4. Installation:
      1. When requested, provide your device username and password (administrator).
      2. When requested, give the installer access to requested files or folder.
   5. Done: If prompted select “ok” or “close” to exit the installation.

You will need to manually give the (2) new software (applications) permission to bypass three (3) Apple Mac security defaults. After the software installation (above) the active guide may open. We have provided an example guide in the screenshot below:

Clicking the “request permission” buttons in this guide will open specific areas system settings. You are required to activate the 2 specific software (applications) you just installed. The active guide above is not required adn sometimes takes time to appear, you may continue without the guide.

Adjust Privacy & Security:

1. Open System Settings
2. Select Privacy & Security
3.  Locate these Security & Privacy areas:
   1. Accessibility
   2. Screen Sharing
   3. Full Disk Access
4. “Activating” means that the toggle to the right side of the applications is active (green)
5. Activate the following (2) applications in each Security & Privacy from step 3:
   1. MSP Anywhere Agent Take Control
   2. RMM Agent TD (added manually below)
      1. Click the plus button
      2. Select keyboard “command” + “shift” and “g”
      3. A windows will open to help locate the software
      4. Paste or go-to the following location “/usr/local/rmmagent/rmmagentd”
      5. Open (double click) the file “rmmagenttd”
      6. The “rmmagenttd” is added.
6. If required, select “quit and reopen”.
7. If required, provide your device username and password (administrator).
8. Review and ensure the 2 applications (step 4) are activated (toggled green). See screenshots below.

Screenshots showing final Security & Privacy settings (click to enlarge):

Additional resources: https://documentation.remote.management/remote-management/userguide/Content/site_installation_package_mac.htm

Final notes:

Leave your computer running for 60 minutes and then restart. Email su*****@**********om.au to let us know you have completed the installation or have questions.

Initially our RMM Agent is in a “passive” state. It’s not altering anything on your computers. Over the deployment period this will change and eventually to will run daily rests and manage your OS updates. The agent also gives our tech team the ability to access, control and make changes to your computers.