Knowledgebase:
Troubleshooting DF Cloud Agent issues on OS X
Posted by Richard Z, Last modified by Adam Zilliax on 07 June 2019 09:00 AM

In light of the recent additions to DF Cloud for live actions for Mac systems, some existing customers may see tasks like rebooting frozen or thawed fail.

1. Verify the latest cloud agent is installed: version 3.x is required for live actions.

2. Check the Mac policy details to ensure the heartbeat interval is set to 'live actions'. This means the agent will check for cloud policy changes every 6 minutes (360 seconds). This interval is counted from the first check on the machine start-up.

ex. If a machine starts up at 8:38am, then the cloud agent does a policy check at 8:38, 8:44, 8:50, etc.

3. View the current configuration for the Cloud Agent on the workstation:
sudo cat /Library/LaunchDaemons/com.faronics.cloudagentd.plist

The start interval should be set to '360' representing the 6 minute wait time.

If the value is not set correctly, adjust the policy if necessary to use the live actions polling interval, and assign the policy to the machine(s). Reboot the machine or restart the cloud agent service (see below) to trigger the policy refresh on the machine. A second restart is required to have the settings in affect on the system.

Advanced Troubleshooting of the Cloud Agent -

*Check the system.log for any Faronics specific errors (search Faronics in the log)

*From the terminal shell, view debug messages from the Cloud Agent service:
log show --debug --info --predicate 'senderImagePath contains "com.faronics"'

*Try restaring the service, then check the debug messages again;

Manually restarting the Cloud Agent service:
sudo launchctl unload /Library/LaunchDaemons/com.faronics.cloudagentd.plist
sudo launchctl load /Library/LaunchDaemons/com.faronics.cloudagentd.plist


If an escalation is required, collect the System Profiler Report, system.log, the com.faronics.cloudagentd.plist file, and an export of the debug messages.