Setup Guide

Set Up Splashtop SOS on Your Mac

Follow these steps to download and configure Splashtop SOS so Aaron can connect to your Mac for a remote support session. Takes about 5 minutes.

Download SOS App Call Aaron: 1300 769 337

Download the SOS App

On the Mac that needs help, open any web browser (Safari, Chrome, etc.) and click the button below.

Download Splashtop SOS

The download is small (approximately 5 MB) and nothing is permanently installed on your Mac.

Open the App

Once downloaded, open the file from your Downloads folder or your browser's download bar.

macOS may block the app the first time you open it

If you see a message saying the app "can't be opened because it is from an unidentified developer":

Open System Settings (or System Preferences on older macOS)
Go to Privacy & Security
Scroll down and click "Open Anyway" next to the Splashtop message
Click "Open" in the confirmation dialog

Grant Required Permissions

macOS requires you to grant specific permissions before remote access can work. This is a one-time setup.

Important

These permissions must be granted locally on the Mac — they cannot be set remotely. If there are multiple user accounts on the Mac, each account needs its own permissions.

Accessibility

Required for remote keyboard and mouse control.

Open System Settings
Go to Privacy & Security
Click Accessibility
Toggle Splashtop SOS to on (you may need to click the lock icon and enter your password first)

Screen Recording

Required so Aaron can see your screen. Available on macOS 10.15 Catalina and later.

Open System Settings
Go to Privacy & Security
Click Screen Recording
Toggle Splashtop SOS to on

Remote Desktop (macOS 14 Sonoma and later)

Prevents recurring permission popups during the session. Only needed on macOS 14.2 (Sonoma) and later.

Open System Settings
Go to Privacy & Security
Click Remote Desktop
Toggle Splashtop SOS to on

Tip: When the SOS app opens, look for a helper button in the top-right corner of the window. Click it to see a checklist of all required permissions at a glance.

Share Your Session Code

Once the app is running and permissions are granted, a 9-digit session code will appear on screen. Share this code with Aaron to start the remote session.

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The session is fully encrypted and ends the moment you close the app. You can watch everything happening on screen in real time.

Troubleshooting

"The app can't be opened because it is from an unidentified developer"

This is macOS Gatekeeper protecting you from unverified apps. To allow it:

Open System Settings → Privacy & Security
Scroll to the bottom where you'll see a message about Splashtop being blocked
Click "Open Anyway"

Aaron can't see my screen during the session

The Screen Recording permission is most likely not enabled. Go to System Settings → Privacy & Security → Screen Recording and make sure Splashtop SOS is toggled on. You may need to restart the SOS app after enabling this.

I keep getting permission popups during the session

If you're on macOS 14 Sonoma or later, you need to enable the Remote Desktop permission. Go to System Settings → Privacy & Security → Remote Desktop and toggle Splashtop SOS on. This stops the recurring popups.

The session disconnects or is unstable

Check that all three permissions (Accessibility, Screen Recording, and Remote Desktop if on Sonoma+) are enabled. Also ensure you have a stable internet connection. If issues persist, try closing and re-opening the SOS app to get a fresh session code.

Ready for Remote Support?

Download the app, grant permissions, and call Aaron with your 9-digit code.

Download SOS App Windows Guide Instead?