If you're experiencing issues with Bomgar not working on your Mac running Catalina, you're not alone. Many users have reported compatibility problems after upgrading to macOS Catalina, which introduced significant security changes that affect how remote support tools operate. Bomgar, now known as BeyondTrust Remote Support, relies on specific system permissions and kernel extensions that Catalina's enhanced security framework may block or restrict.
Common Symptoms of Bomgar Issues on Catalina
When Bomgar fails to function properly on macOS Catalina, users typically encounter several telltale signs. The application may refuse to launch entirely, crash unexpectedly during sessions, or fail to establish a connection to the remote support server. Some users report that the Bomgar client downloads successfully but refuses to execute, while others find that screen sharing features become completely non-functional.
These problems stem primarily from Catalina's new security architecture, which requires explicit user approval for applications accessing sensitive system resources. The operating system now demands that users grant permissions for screen recording, accessibility features, and network access—permissions that Bomgar requires to function properly.
Understanding Catalina's Security Changes
macOS Catalina introduced several security enhancements that directly impact remote support applications. The most significant change involves the transition from kernel extensions to system extensions, which fundamentally alters how applications interact with the operating system. Additionally, Catalina implements stricter app notarization requirements and enhanced privacy controls that can block unauthorized software execution.
These security measures, while beneficial for overall system protection, create compatibility challenges for legacy applications like older versions of Bomgar. The operating system now requires developers to obtain specific entitlements and certificates, and users must manually approve certain permissions through System Preferences.
Step-by-Step Troubleshooting Solutions
Granting Necessary Permissions
The first step in resolving Bomgar issues involves ensuring all required permissions are properly configured. Navigate to System Preferences > Security & Privacy > Privacy tab, and verify that Bomgar has been granted access to Screen Recording, Accessibility, and Full Disk Access. You may need to click the lock icon and enter your administrator password to make these changes.
If Bomgar doesn't appear in the permission lists, try launching the application first, as macOS only displays applications in these lists after they've attempted to access protected resources. After granting permissions, restart both the Bomgar application and your Mac to ensure changes take effect.
Updating to Compatible Versions
Outdated versions of Bomgar are particularly susceptible to Catalina compatibility issues. Contact your IT department or Bomgar administrator to ensure you're running the latest version that supports macOS Catalina. BeyondTrust has released specific updates addressing Catalina compatibility, and using an outdated client will likely result in persistent functionality problems.
When updating, completely remove the previous Bomgar installation before installing the new version. This prevents conflicts between old and new system extensions and ensures a clean installation process.
Checking Network and Firewall Settings
Catalina's enhanced firewall and network security features can also interfere with Bomgar functionality. Verify that your firewall settings allow Bomgar to communicate with remote support servers. Check both macOS's built-in firewall and any third-party security software that might be blocking the application's network access.
Additionally, ensure that your network configuration supports the ports and protocols required by Bomgar. Corporate networks with strict security policies may require specific exceptions for remote support tools to function properly.
When to Contact Support
If you've exhausted these troubleshooting steps and Bomgar still isn't working on your Catalina system, it's time to reach out to BeyondTrust support or your organization's IT department. They can provide version-specific guidance and may have additional solutions for enterprise deployments. Document any error messages or specific failure points to help support teams diagnose the issue more efficiently.
Remember that Catalina's security model represents a fundamental shift in how macOS handles application permissions, and some older remote support tools may require significant updates or alternative solutions to maintain compatibility with Apple's evolving security standards.
