Migration to Atera/Splashtop and Bitdefender Upgrade
In order for Bitdefender to perform the upgrade, it must remove the previous version of Bitdefender installed – this is usually automated however sometimes it requires user intervention.
If you receive the below screenshot click Uninstall – this will remove the old version and install the newest version
Note: Once the old version of Bitdefender is removed we should not need to remove and add Bitdefender again.
Atera and Splashtop
Due to Apple’s strict security guidelines, we can’t automatically provide the permissions required for Splashtop to work – that’s OK though because Splashtop will walk you through providing the appropriate permissions.
Setup Splashtop: (required for 1:1 remote support)
When Splashtop is finished installing in the background you’ll be presented with a screen that looks very similar to this (depending on your internet speed it may take 10-15 minutes for Splashtop to silently install)
Note: If the Splashtop helper window does not appear within 20-30 minutes (depending on internet speed at your location) please perform the following:
Navigate to your Applications folder and open Splashtop.
Click the Splashtop icon in the menu bar, select Preferences
Click the information icon within the preferences
You should now be presented with a screen that looks similar to the one below.
Note: The required permissions will vary based on which version of macOS you’re currently running.
All you have to do is click on each box that has Allow in big blue letters and follow along.
Once you click allow, the System Preferences screen will launch and you’ll be presented with the grayed out options as shown below, you’ll want to click the padlock in the bottom left corner.
A new window will appear requesting you fill in your password, enter your computer login password to allow for the changes and then click unlock.
The previously gray items will light up, simply scroll down to Splashtop streamer, and click the checkbox
If you’re running macOS 10.13-15 a window will likely pop up and tell you that you need to quit Splashtop Stream – you don’t, please click “later”.
If you’re running macOS 11 – you may have to actually quit Splashtop Streamer before you continue. To get the helper app back please perform the following:
Double Click Splashtop Streamer
Click the Splashtop icon from the Menu bar and select preferences
There will likely be an Orange ! to the right, select it and the helper app will open again.
Once you’ve done that, go back to the Splashtop helper app and go on down the line, following similar steps. Of course, if you still need assistance, please reach out to us directly and we will be happy to personally assist you. – firstname.lastname@example.org