Troubleshooting MacOS Install / Upgrade Issues

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)
• Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)

Issue/Introduction

• How To Troubleshoot MacOS Install / Upgrade Issues

Environment

• Apple macOS: All Supported Versions
• Carbon Black Cloud Sensor: All Supported Versions

Resolution

1. Ensure prerequisites
   1. Confirm the OS is supported with the sensor version 
   2. Approve the System Extension and Network Extension
2. If issue persists completely uninstall Sensor
   1. MacOS Install Instructions
3. Search Knowledge Base if you continue to have same issues
4. If unable to find any articles for issue being seen please Open A Case with following logs / information
   1. If issues persists with Sensor uninstalled, was a previous version of Sensor installed? If so what version?
   2. Was Manual or MDM install used for the the Sensor, current or previous? If MDM which MDM and version was used?
   3. Was the same deployment method used if a previous deployment was done?
   4. MacOS Install Logs