Mac Agent Hotfix fails to install with error "The Installer encountered an error that caused the installation to fail."

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Article ID: 170860

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Updated On:

Products

Data Loss Prevention Endpoint Prevent

Issue/Introduction

A required Mac Agent hotfix needs to be installed to prevent kernal panics from occuring on the system.

The readme for the hotfix may not contain all required steps to install the hotfix successfully.

Jan 18 13:38:47Administrator installd[319]: PackageKit: allow user idle system sleep

Jan 18 13:38:47Administrator installd[319]: PackageKit: Install Failed: Error Domain=PKInstallErrorDomain Code=112 "An error occurred while running scripts from the package “AgentInstall.pkg”." UserInfo={NSFilePath=./preinstall, NSURL=file://localhost/Users/username/Downloads/Hotfix_14-2/Endpoint/Mac/Release/AgentInstall.pkg#pkgroot.pkg, PKInstallPackageIdentifier=com.symantec.dlp.edpa, NSLocalizedDescription=An error occurred while running scripts from the package “AgentInstall.pkg”.} {

                  NSFilePath = "./preinstall";

                   NSLocalizedDescription = "An error occurred while running scripts from the package \U201cAgentInstall.pkg\U201d.";

                   NSURL = "file://localhost/Users/username/Downloads/Hotfix_14-2/Endpoint/Mac/Release/AgentInstall.pkg#pkgroot.pkg";

                   PKInstallPackageIdentifier = "com.symantec.dlp.edpa";

               }

Jan 18 13:38:47Administrator installer[84202]: install:didFailWithError:Error Domain=PKInstallErrorDomain Code=112 "An error occurred while running scripts from the package “AgentInstall.pkg”." UserInfo={NSFilePath=./preinstall, NSURL=file://localhost/Users/username/Downloads/Hotfix_14-2/Endpoint/Mac/Release/AgentInstall.pkg#pkgroot.pkg, PKInstallPackageIdentifier=com.symantec.dlp.edpa, NSLocalizedDescription=An error occurred while running scripts from the package “AgentInstall.pkg”.}

Jan 18 13:38:47Administrator installd[319]: PackageKit: Removing client PKInstallDaemonClient pid=84202, uid=0 (/usr/sbin/installer)

Jan 18 13:38:47Administrator installd[319]: PackageKit: Running idle tasks

Jan 18 13:38:47Administrator installd[319]: PackageKit: Done with sandbox removals

Jan 18 13:38:47Administrator installer[84202]: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

Cause

The mac agent hotfix cannot be installed directly without going through Enforce to have an AgentPackage created, which includes required certs for communication with Endpoint Servers.

Resolution

  1. Create a new agent package using the hotfix pkg file through Enforce.
  2. Download and Copy the AgentInstaller_Mac64.zip to the Mac Client.
  3. Unzip the AgentInstaller_Mac64.zip
  4. Run create_package script to combine the agent files with the certs.

Note: This new agent package should upgrade an existing install, running or not, as well as install fresh on a new system.

  1. Run the installer command with verbose switch and logging enabled: sudo installer -verboseR -dumplog -pkg AgentInstall_WithCertificates.pkg -target /

If the install fails, grab the install.log from /var/log/ and review it for errors.