Symptoms
The Live View or History View in the Session Player shows a black screen or "No record available" message.
The Snapshots dashboard displays empty thumbnails with timestamps but no images.
Dashboards show a "No preview available" message for past timeslots.
A "Your screen is being observed" notification appears on the Mac, yet no video is visible to the administrator.
Causes
1. Missing macOS Permissions: The Teramind Agent lacks the necessary Screen Recording and Accessibility permissions required by macOS security settings.
2. Monitoring Settings Configuration: Screen recording is explicitly disabled in the user's assigned Monitoring Profile.
3. Power State Restrictions: The Mac is in sleep mode or locked, and the Record locked session setting is disabled.
Solutions
1. Grant macOS System Permissions:
Check out this article to learn how to enable the permissions.
2. Verify Monitoring Profile Settings:
Ensure Screen Recording channel is enabled under Configurations > Monitoring Profiles. If the employee is under a Custom Profile, ensure that Screen Recording is enabled in their profile's Monitoring Options tab.
3. Enable Locked Session Recording:
In the Screen Recording settings of your Monitoring Profile, turn ON the Record locked sessions option.
Alternative Option: Reconstructed Video
If Screen Recording permission cannot be obtained (e.g., due to user privacy restrictions), and you are using Mac Agent 26.1 or higher, then enable the Reconstructed Video option.