App Control: How to Troubleshoot Disconnected macOS Agents
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App Control: How to Troubleshoot Disconnected macOS Agents

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Article ID: 286777

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Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

How to troubleshoot a disconnected macOS Agent

Environment

  • App Control Agent: All Supported Versions
  • macOS: All Supported Versions

Resolution

  1. Verify all macOS Agent Exclusions are added to any other security product on the endpoint.
  2. Verify the Agent Kernel Extensions are loaded.
  3. Verify Full Disk Access (FDA) was granted to the Agent:
    System Preferences > Security & Privacy > Privacy > Full Disk Access > appc-es-extension
  4. Open a terminal and issue the following commands:
    cd /Applications/Bit9/Tools/
    ./b9cli --status
  5. Verify the endpoint can communicate with the Server Address shown by running the following commands:
    ping <SERVERADDRESS>
    nslookup <SERVERADDRESS>
    nc -vz <SERVERADDRESS> 41002
    nc -vz <SERVERADDRESS> 443
    

Additional Information

If issues persists, please open a case with Support and provide the Disconnected Agent Logs (macOS).