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 https://islonline.net/download.
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
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 password
Start a New Session
Authorization will be granted and technicians will then have the option to start a new session with their user
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
