Troubleshooting macOS installations Skip Navigation

Troubleshooting
macOS
installations

The table below outlines the actions you can take to troubleshoot the
macOS
installation.
Issue
Action
Troubleshooting with the installation token and verbose installer logging
Type the following commands and replace "YOURINSTALLTOKEN"  with the installation token found in the
Settings > Application
tab of the management console:
echo YOURINSTALLTOKEN >cyagent_install_token sudo installer -verboseR -dumplog -pkg CylancePROTECT.pkg -target /
The echo command outputs a
cyagent_install_token
file, which is a text file with one installation option per line. This file must be in the same folder as the
CylancePROTECT.pkg
installation package.
If you install the
CylancePROTECT Desktop
agent using Terminal on macOS Catalina, a DYLD warning sometimes displays. This warning does not impact the installation because it is generated by the operating system, not by the
CylancePROTECT Desktop
.
Supporting the Endpoint Security system extension on
macOS
Big Sur
BlackBerry
recommends using MDM to deploy a configuration profile that contains approval and full disk access for the
CylancePROTECT Desktop
system extension. By default,
macOS
Big Sur does not support remote silent installations of an MDM profile onto a system with a new installation of the Big Sur operating system.
To install configuration profiles on remote
macOS
systems without user interaction (silent install), Apple Mobile Device Management (MDM) is required. Before upgrading to
macOS
Big Sur, the devices should be enrolled with an MDM vendor.  Devices that are not enrolled prior to the upgrade require user interaction with administrative privileges.
To support remote silent installations, do the following:
  1. Install
    macOS
    Catalina.
  2. Apply the MDM profile.
  3. Download the configuration profiles onto the device.
  4. Upgrade the device to
    macOS
    Big Sur.
The
CylancePROTECT Desktop
agent versions and the extension types that they support are the following:
  • The
    CylancePROTECT Desktop
    agent version 1570 or earlier includes the kernel extension which is supported on
    macOS
    Catalina or earlier.
  • The
    CylancePROTECT Desktop
    agent version 1580 and later includes the kernel extension which is supported on
    macOS
    Catalina or earlier, and the Endpoint Security system extension, which is supported on
    macOS
    Big Sur and later.