Apple has made a slight --but welcome -- change to how screensharing works when a customer engages with an AppleCare representative. Previously, the rep could initiate a screenshare if that she or he thought it would help resolve the customer's issue more easily. The AppleCare representative would have the customer download a file which would then enable them to share their screen.
Now however, a customer can initiate screen sharing and the AppleCare representative must comply even if they don't believe sharing the screen will help resolve the customer's issue. The screen sharing tool is only available for live telephone calls and cannot be used while chatting with an AppleCare representative via the web.
Users who
