To get connected and share screens with remote assistance, please follow the steps below:
First, use Safari or Google Chrome and browse to the following website: http://www.logmein123.com
Enter in the support code provided in the box and click Start Download
Next, browse to your Downloads folder and double-click on the Support-LogMeInRescue file
Click OK through any security popups
Click the popup to Open System Settings or Open Screen Recording. Both buttons will open to the same window. Sometimes this window can get hidden behind another window on the desktop and you will need to move the windows out of the way to get to the Permissions
Click the slider or checkbox next to Support-LogMeInRescue to enable access
Choose Quit and Reopen to apply new permissions
Click back to System Settings. Click Privacy and Security on left pane, then Accessibility on right pane
Click slider or checkbox next to Support-LogMeInRescue to enable mouse control
At this point, the remote technician should have control over mouse and keyboard to continue troubleshooting