Troubleshooting the macOS Agent

If the agent is not appeared under the "Endpoints & Network Devices" -> "Endpoint Management" -> "Asset Management", please follow these steps to finding the root cause:

• Check the connection between device and CyberCyte portal, the device must communicate CyberCyte via 443 port.

• Check the logs under "/Library/Application Support/CyberCyteAgent/logs".

• Check the temp folder of the agent under "/tmp/CyberCyteAgent".

• Restart the agent with this command "<macos_package> --restart" or "/usr/local/bin/CyberCyteAgent --restart"

• Check the agent status with details:

  • sudo launchctl list com.cybercyte.macagent { "LimitLoadToSessionType" = "System"; "Label" = "com.cybercyte.macagent"; "OnDemand" = false; "LastExitStatus" = 0; "PID" = 80216; "Program" = "/usr/local/bin/CyberCyteAgent"; };

• Check the agent service on the device. If it is not working, please try to uninstall and re-install again.

Checking the Installation

Please navigate to "Endpoints & Network Devices" -> "Endpoint Management" -> "Asset Management" on the portal. All machines are synced with the table; users can observe the machine/agent information from there.

Agents should be able to access CyberCyte Server on Port 443 and https://download.cloudcyte.com websites. If the agent is not shown here, please check access to the portal on the client first. If the entry is successful, please wait for communication interval settings.

Checking the Agent Status

• Using Shell:

  • Execute this command in the shell:

    • sudo launchctl list | grep cyber

• Using CyberCyte Portal:

  • Go to the "Endpoints & Network Devices" -> "Endpoint Management" -> "Asset Management" on the portal. All of the agents will be listed under this page.

Uninstalling/Disabling the Agent

• Using Shell:

  • Execute this command in the shell:

    • sudo /usr/local/bin/CyberCyteAgent --uninstall

• Disabling the Agent:

  • Go to the "Endpoints & Network Devices" -> "Endpoint Management" -> "Asset Management" on the portal. Right-click on the machine and disable the agent. This action only disables agent data collection, the agent will update itself but not collect any data.