If Orakeltjenesten needs to remotely control your computer, you can be asked to download and run an application called ConnectWise.

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Remote control

Start remote control session

Instructions

1. Navigate to support.it.ntnu.no
2. Enter the code provided by Orakeltjenesten
3. Click the arrow to the right of the input field.
4. Open the file that downloads automatically.
5. Follow the provided instructions.
6. If you have an updated Macbook, you need to explicitly allow remote control as described below.

Allow remote control in macOS

Due to limitations imposed by Apple, Mac users will need to go through some extra steps before the remote control session can start:

1. Open System Preferences, the app with a cogwheel icon in your Dock.
2. Select Privacy & Security.
3. Navigate to the Privacy tab.
4. Click the padlock in the bottom left corner.
5. Enter your Mac password.
6. Click Unlock.
7. Locate and select Screen Recording in the left pane.
8. Make sure all items labelled ConnectWise are checked in the right pane.
9. Click Quit Now if a new window presents this button to you. This will restart ConnectWise.
10. Locate and select Accessibility in the left pane.
11. Make sure all items labelled ConnectWise are checked in the right pane.
12. Click the padlock again.

Orakeltjenesten should be able to remote control your Macbook after completing this routine. The routine above is also documented with images in the help centre of the software developer ConnectWise.

Contact

Orakeltjenesten can help if you have questions or if you encounter difficulties.