Apple support Remote Desktop

Hi le-papillon,

Apple uses their own proprietary tool that has a module built into macOS.

You can leverage something similar with your mother in law by doing the following:

1. Make sure that she is signed in to iCloud on her Mac, and has iCloud Keychain enabled.
2. On your Mac, open the Screen Sharing app. If Spotlight doesn't show it, it's located at: /System/Library/CoreServices/Applications/Screen Sharing.app
3. In the Screen Sharing app, enter the email address that your mother in law uses for her Apple ID.
4. Your MIL's Mac should show a notification saying that you (it shows your Apple ID email address) want to connect to her Mac. She can then accept or deny the prompt.
5. If she accepts, she can choose whether to let you control, or only observe the screen. She can change her mind at any time during the session.
6. The microphones on both Macs will also be activated by default, so it also turns into an audio call.

If you are truly speaking with Apple Support, they have their own connection software built in. They have you go to a specific web page where you complete the login for their remote user.

If at any point someone tries to get you to install LogMeIn, TeamViewer, AnyDesk or other similar software, you are not talking to Apple.

It's internal to Apple. They send a request, and you then agree to allow remote access. It's a privacy block so Apple can't login to anyone's device without the user's knowledge or permission.

You just have to be certain you called Apple's official support line number, and not one of many scam sites that turn up on a search claiming to be Apple Support.

le-papillon wrote:

You don’t understand what I mean.

My mother in law has a MacBook and lives 3 hours away and want my support with the MacBook

now I give remote support with teamview and I want to give the remote support like Apple support does.

is that possible?

No you can not use Apple's tool. You need to use Team Viewer, Zoom, or other remote connection app.

It does, but it requires more complex setup on the local router to get the IP and port forwarding so Remote Desktop can connect to the remote computer.

For an easier time, it may be better to use something like TeamViewer like you are already doing.

You won't get any meaningful difference using Apple's Remote Desktop over TeamViewer.

While that may be possible, it's an enterprise tool that costs a significant amount to purchase.

I'd recommend using the built-in Screen Sharing app instead. Just put in the target user's Apple ID, and they'll be asked whether they want you to connect or not. They can also limit your permissions to view-only if they desire.

Do what as well? Call Apple support?

Apple has two basic contact numbers. One for the U.S. is listed on this page:

Contact Apple for support and service - Apple Support

The other is 1-800-692-7753.

You can use this tool: Apple Remote Desktop User Guide for Mac - Apple Support