Remote Assistance for Mac for Catalina iOS

Users who are using macOS Catalina (10.15) may be experiencing some issues with loading the remote sessions.

With macOS Catalina (10.15), Apple has additionally changed how applications can obtain access to the system resources and how to manage their permission. The biggest change comes via the updated Gatekeeper in Catalina. Applications installed outside of the App Store must now be notarized by Apple in order to be launched seamlessly.

Currently, ISL Network Start is notarized, meaning that any ISL Online application downloaded via Network Start will be trusted by the Gatekeeper. Network Start is used in all cases except when downloading an ISL Online product directly from

SherpaDesk currently provides its agents via the direct download option.

However, there is a workaround to use SherpaDesk on macOS Catalina (10.15) to start a session with your users.

Open Remote Assistance

Navigate to the Remote Assistance page located in the main menu

Mac ISLOnline1.png

Access Full ISL Portal

Locate the Full ISL Portal option and review your User Name and Password.


NOTE: A portal password will need to be created first if not setup

Login to ISL Online Portal

Technicians will need to include their FULL Portal User Name listed in the above screenshot (ex. \\zwoja4ms2asm\...) and SherpaDesk portal passwordMac ISLOnline3.png

Start a New Session

Authorization will be granted and technicians will then have the option to start a new session with their userMac ISLOnline4.png

Invite User

Once the session has started the technician will then have the option to send out an invite link to the user so that they can start their client-side install. This will automatically start the remote session once completed

Mac ISLOnline5.png