01
We ask first
A session starts when you press Start Remote Support in the app, and not before. We cannot begin one on our own.
Guide
Setting up Yathra Support on a Mac.
About five minutes, most of it your Mac asking whether you are sure. Every step is below, including what each permission is for and why your Mac asks for it.
Installing it
Six steps, once.
- 1
Open the installer
Open the file you downloaded, then run the installer inside it. 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.
- 2
Read what it installs
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.
- 3
Allow it to start with your Mac
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.
- 4
Allow the network extension
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.
- 5
Allow screen and keyboard access
Two more permissions, Screen Recording and Accessibility, so that we can see the screen and use the keyboard during a session you have agreed to.
Granting them does not start anything. We cannot see your screen or touch the keyboard until you accept a session.
- 6
Wait for us to confirm
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
Nothing happens until you say so.
Yathra Support stays installed and stays connected, which is what lets us fix things without booking a time with you first. Being connected is not the same as being able to see your screen.
02
You accept it
Your Mac shows a prompt asking whether to allow the connection. Until you accept, we see nothing.
03
You can watch the whole thing
The session runs on your screen, in front of you. Close the window and it ends.
Switched off in the software itself
These are switched off in the remote-support software we install, rather than left on and discouraged, so they are not available during a session at all:
- File transfer
- Audio
- Session recording
- Terminal access
- Printing
- Camera
Copy and paste is deliberately left on, in both directions. A support session without it means asking you to read things out.
Removing it
You do not need us there.
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.
Stuck on one of the steps?
The permission windows are the usual place. Ring us and we will go through it with you the first time.