Screen Recording Permission Reset (Mac Legacy Identifier Correction)

A 2023 identifier correction affects Macs still running the older agent identity setup. When the fix installs, macOS resets the Screen Recording permission, and Full Disk Access, on those devices. 

What this affects:

• Asset screenshot thumbnails.
• The get-screen-capture command in the Bash Script Module.
• The "Attach Screenshot" option on the Agent Contact Form; selecting it blocks ticket submission until the permission is re-granted.

What this doesn't affect:

• Agent check-ins and online status.
• Device monitoring.
• Remote access.
• All other scripting.

Note: Screen Recording can't be granted through a Bash Script Module command or through MDM with a PPPC profile. Apple doesn't allow either method to set this permission. A live session, remote or in person, is the only way to re-grant it.

Check Which Devices Are Affected

Sign in to Syncro, then open this link to view your affected devices. Syncro lists the affected devices on your account.

Re-grant Screen Recording

Use this procedure to re-grant Screen Recording on an affected device.

1. If you're working remotely, start a Syncro Remote session on the affected device using Splashtop.
2. Open System Settings.
3. Go to Privacy & Security, then Screen & System Audio Recording.
4. Enable Syncro in the list. If Syncro isn't listed, click the plus button below the list, then select Macintosh HD > Library > Application Support > SyncroMSP > Syncro.

Frequently Asked Questions

• Will this happen again? No. This is a one-time correction for devices still on the older identifier.
• What if none of my devices show up when I check? No action is needed.
• Does Full Disk Access need to be re-granted too? Full Disk Access is also revoked, but it's no longer required for any Syncro functionality.