SweetCare Remote Software Download

Our Sweetwater Support team can assist you remotely!

We can provide online remote-access assistance for your Sweetwater-purchased hardware and software!

Sweetwater Support can quickly and effectively help you using free remote-control software called TeamViewer. Our expert team can view and control your system to troubleshoot and get you back up and running as soon as possible with your permission.

TeamViewer and SweetCare® Remote have been thoroughly tested by our Sweetwater Support team and provide a highly secure remote maintenance solution. Your connection is established via fully encrypted data channels.

While you can download this software at any time, please contact our Sweetwater Support staff at (800) 222-4700 ext. 6400 to discuss your troubleshooting needs.

Please note this service is for troubleshooting only. We cannot provide remote training for your software or hardware.

Getting Started with TeamViewer

macOS Security Settings

On a Mac, TeamViewer will not work until you allow it permission in the system’s Privacy & Security settings. When you run TeamViewer for the first time, it will walk you through the necessary steps.

After you download TeamViewer, go to your Downloads folder and double-click on TeamViewerQS.dmg.

In the disk image, double-click on the TeamViewer QuickSupport icon.

In the next window, check the box to accept the license agreement, then click Continue.

macOS TeamViewer system access prompt

In the Prepare for your support session dialog, click on Set up Screen Recording.

At the macOS prompt, click on Open System Settings.

Granting permission to TeamViewer under Screen & System Audio Recording in macOS System Settings

System Settings > Privacy & Security > Screen & System Audio Recording will open. Click the button to enable TeamViewer QuickSupport.

To permit this change, you must authenticate by entering the username and password of an account on your Mac that has administrator privileges.

A macOS dialog will prompt you to restart TeamViewer. Click Quit & Reopen.

TeamViewer will reopen to the Prepare for your support session dialog. This time, click on Set up Accessibility.

Granting permission to TeamViewer under Accessibility in macOS System Settings

System Settings > Privacy & Security > Accessibility will open. Click the button to enable TeamViewer QuickSupport.

Now navigate to the TeamViewer window, which will indicate that both Screen Recording and Accessibility have been configured. Click Continue.

The Receive Support window will open. You are now ready to begin your session with your Sweetwater Support Technician.

TeamViewer Terms and Conditions

You are about to establish a shared PC session with a Sweetwater Support advisor. By starting the TeamViewer software, you acknowledge your acceptance of the following terms of use:

• Sweetwater is not liable for any installed programs on your computer, including any computer protection (firewall or virus scanner). Data security is your sole responsibility.
• Liability is restricted to intentional and gross negligence.
• Sweetwater is not liable for faults that we’re not responsible for, even if it occurs at the time when the support is provided.
• TeamViewer sessions are meant for remote support, not remote training.
• This service is only available during normal business hours, subject to prior arrangement by telephone with our Sweetwater Support advisors.
• Your Sweetwater Support advisor cannot access your computer without your express consent.
• Data cannot be removed from your PC unnoticed and without your authorization.
• It is your sole responsibility to protect and secure any confidential information before the start of the session.
• When we connect, please be aware that we see your entire screen or screens, not only the application we are helping you with.
• You can end the shared session at any time.