Troubleshooting Mac Agents

In the Agents portal of the Admin Dashboard you can view the status of all Mac Agents in the system. From this dashboard, you can easily identify and troubleshoot problematic Agents in the system. You can view their operational statuses and system events in order to identify the causes and respond accordingly. For more details, see Agents and System Events.

If you are unable to troubleshoot Agents directly from the Admin Dashboard, or for some reason an Agent does not appear in the Admin Dashboard (possibly due to a connection error), then you can use the oitcons utility to check the problem.

Note the following:

In case of problems with Agent installation or uninstallation, you can create logs containing all the messages that were generated during the installation/uninstallation, and send them to ObserveIT support.

• The installation log will be stored in the directory: /tmp/IT_install.log
• The uninstallation log will be stored in the directory: /tmp/OIT_uninstall.log.

The ObserveIT Logger processes are responsible for the live recording component for each user session. When a user logs in on a Mac machine, the logger is started and begins recording user actions. It collects the metadata and screenshots for every user session. The logger then sends the information to the ObserveIT Application Server for processing and storage.

Troubleshooting Unix/Linux Agents using the Local Console Utility "oitcons"

The oitcons utility is an ObserveIT tool for performing Mac Agent processes, such as query interception status, debugging, and logging.

You can use the oitcons utility to run some basic logger tests.

The obitd service and interception module logs are stored in the obit.log file. By running oitcons -dbg, the obit.log is activated.

To run the "oitcons" utility

• Run the command:

  /Library/IT/agent/oitcons -h

  Console usage:

  oitcons <switch> [<options>]

Parameter	Description
-r [pkg] <Server Name/URL> [-p <Password>]	Register to server with optional password.
-u [pkg] [-p <Password>]	Unregister from server with optional password.
-d <debug level> <service name>	Set debug level between 0-7 (default is 3) for the servic.
-osver	Show Mac OS version information.
-pkginfo	Show com.observeit.pkg.agent package information.
-serviceinfo	Show application server information.
-osinfo	Show Mac platform information.
-serverinfo	Show application server information.
-check	Show -pkginfo -serviceinfo -serverinfo information.
-service	Restart - restart OIT services.

Example	Run the command
Registering the Agent	/Library/OIT/agent/oitcons -r Usage: oitcons -r <Serever hostname or IP > <-p> where:   -r      register.   -p      password (optional)
Unregistering the Agent	/Library/OIT/agent/oitcons -u Usage: oitcons -u <-p> where:   -u      unregister  -p      password (optional)
Restarting ObserveIT services	/Library/OIT/agent/oitcons -service Usage: oitcons -service -restart where:   -restart      restart the ObserveIT services
Checking or setting the service debug	/Library/OIT/agent/oitcons -d - h Usage: oitcons -d <level> <service name> where:   -<level>     loglevel, parameters can have the following values: 0: System is unusable 1: Action must be taken immediately 2: Critical conditions 3: Error conditions 4: Warning conditions 5: A normal, but significant condition 6: Informational 7: Debug level messages   Components to debug: Override all services Accessibility Check Alert Service App Wrapper Configuration Service FSE Service FSE Events FSE Offline Send Service FSE Manager Service HB Service HM Service HM Collector Logger Offline Service Offline Send Service Oitcons Status Bar Status Bar Offline

If using a high debug log level, make sure it is used to catch only a specific action, since debug level checking can cause a lot of debug activity from many processes. The debug level check should not be used for longer than the time required to collect debug info for a specific problem or action.