Troubleshoot an Endpoint Protection for Mac Device Control issue

Products

• Endpoint Protection

Issue/Introduction

 Steps to troubleshoot device control issues in Symantec Endpoint Protection (SEP) agent for MacOS 

Resolution

1. Disable the Application and Device Control policy for the affected Mac client(s):
   • Open the Symantec Endpoint Protection Manager (SEPM) console.
   • Click the Policies button, then Application and Device Control.
   • Double-click Application and Device Control Policy and uncheck Enable this policy, then click the OK button.
   • Reboot the Mac client(s).
2. If that resolves the issue, make note of the device vendor, model and serial number information of the device using the DeviceInfo tool, which can be found in attachment.
3. Using this information, update the Application and Device Control policy for the affected Mac client(s):
   • Open the SEPM console.
   • Click the Policies button, then Application and Device Control.
   • Double-click Application and Device Control Policy. Under Mac Settings, click Device Control.
   • In the Devices Excluded From Blocking section, click the Add... button.
   • Under Device Name, click USB Devices and enter the information obtained using DeviceInfo in the Device Vendor, Device Model and Serial Number fields.
   • Click the OK button.
   • Uncheck Log detected devices and click the OK button.
   • Double-click Application and Device Control Policy and tick Enable this policy, then click the OK button.
4. Attempt to reproduce the issue. If it can still be reproduced, provide the DeviceInfo information of the device, along with GatherSymantecInfo and System Profiler report files. You may also get the output of "system_profiler" command from terminal.