Guide
About five minutes, most of it your Mac asking whether you are sure. We go through what it allows with you before you install it; this page is the same explanation, in writing, with what each permission is for and why your Mac asks for it.
Installing it
Open the installer you downloaded. Your Mac checks that it was signed by Yathra and approved by Apple before it will open at all.
If nothing happens when you double-click, the download may not have finished. Download it again rather than working around it.
Yathra Support opens and shows you exactly what it is about to put on your Mac, and the name of the business it will be connected to. Check that name is yours before you continue.
It installs two well-known tools, Tailscale and RustDesk, on a private network only Yathra can reach. It does not create an account and there is no shared password.
Your Mac asks whether Yathra Support may open at login. Allow it. Without this, support stops working every time the Mac restarts.
This appears in System Settings under Login Items & Extensions.
Tailscale needs to add a network connection, so macOS asks for your Mac password and then for permission to add a VPN configuration. Both are expected.
This is what puts your Mac on the private link to Yathra. It does not route your ordinary internet traffic through us.
Two more permissions, Screen Recording and Accessibility, so that we can see the screen and use the keyboard when we are supporting you.
These are what let us help without you at the keyboard. They stay in place until you remove Yathra Support.
The Mac joins the private network and we approve it from our end. This usually takes a few seconds. When it finishes, the app says Yathra Support is set up on this Mac.
That is the whole setup. You do not need to do it again.
Already have Tailscale or RustDesk on the Mac from an earlier setup? The app spots it and offers to clear it first. Let it, then run setup again.
Afterwards
Yathra Support stays installed and stays connected, which is what lets us fix things without booking a time with you first. It is only ever installed for businesses we already look after, and we talk it through with you before it goes on.
01
While it is installed, we can open your screen and use the keyboard and mouse even when you are not there, and you do not have to accept each session. We also use the Mac’s command line for updates and fixes that do not need the screen.
02
The connection runs over a private network between your Mac and Yathra. Nothing is opened to the internet, and only our approved devices can connect.
03
Remove Yathra Support and our access ends at once. There is no setting in between, so you always know where you stand.
These are switched off in RustDesk, the screen-sharing tool we install, rather than left on and discouraged, so they are not available when we are on your screen:
Copy and paste is deliberately left on, in both directions. Support without it means asking you to read things out.
Removing it
Open Yathra Support and choose Remove Yathra Support. It takes off our app, the two tools it installed and their settings, and it withdraws the Mac from our network. Our access ends immediately.
Anything that was on the Mac before we arrived is left exactly as it was.
The permission windows are the usual place. Send us a message and we will call you and go through it together.