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  4. Troubleshooting macOS installations

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
.
Start or stop the
macOS
 agent service
To start the agent service, run the following command:
sudo launchctl load /Library/launchdaemons/com.cylance.agent_service.plist
To stop the agent service, run the following command: 
sudo launchctl load /Library/launchdaemons/com.cylance.agent_service.plist
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.