Remote Support Access Not Working

Question

Level 1

8 points

Remote Support Access Not Working

How do I contact Apple about the following problem? I use an online backup company called Carbonite. The software is not running and they need to be able to do a remote access, but this is not working. I can't find anything similar in all the help articles and would really like to talk to a human being. My Mac Air 2017 is up to date and Carbonite is compatible with Monterey OS. Carbonite has basically said that their hands are tied and that I need to contact Apple. They said it like it is an easy thing.

Posted on Dec 16, 2025 7:38 AM

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Answer 1

Mac Jim ID

Level 9

60,416 points

Dec 16, 2025 8:07 AM in response to Franulator

That error did not come from Apple and came from the application where they should be able to tell you the exact reason. It sounds like instead of giving you the support you need, that they are just giving you the old "Not their problem" line which is not a good look for a company claiming to give you support for their product.

Their software may not allow a connection if you are using a VPN, so you can try removing that if you have one installed.
If you have installed any Antivirus software, it may be that third party program blocking access to the app.
If you have the software Firewall turned on, you can try shutting that off or allow connections from that app, but Carbonite should be well aware of that to advise you further.

Change Firewall preferences on Mac - Apple Support

Carbonite does have a Support Article for access to their remote client and how to fix errors you may see from their app, but the agent you talked to should be well aware of that too.

https://support.carbonite.com/articles/Personal-Pro-Mac-Allowing-Carbonite-Through-the-Mac-Application-Firewall

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Answer 2

Franulator Author

Level 1

8 points

Dec 16, 2025 8:43 AM in response to Mac Jim ID

Thanks for the quick response.

I’m not using a VPN
AdBlock disabled
unfotunately I am unable to change Firewall setting because my trackpad is currently not clicking so I can’t unlock it. Fork, fork, fork. Have tried all kinds of resets. Need to do more research on mouse keys.
the Carbonite article you sent is not unfamiliar. I know I have allowed access to them in the past so that should not have changed.

I’m on holiday. Small Caribbean island. Don’t have my tools with me. Only 3 1/2 months until I get back to Canada. 😜 Sorry, rant over. I really appreciated your input and you have given me a few things to check out. May look into other online back up. Too many glitches with Mac.

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Answer 3

Mac Jim ID

Level 9

60,416 points

Dec 16, 2025 8:49 AM in response to Franulator

Now that would make more sense why you were told by Carbonite that they cannot help you. If you are unable to use Mouse Keys, then pick up a cheap mouse and plug it into your Mac to use instead of your Trackpad. A common problem with the trackpad on older devices is that the battery begins swelling and pushes against the trackpad preventing clicks.

Control the pointer using Mouse Keys on Mac - Apple Support

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