macOS Troubleshooting

This information is specific to troubleshooting issues and errors that occur on an endpoint with macOS installed.

macOS Installer References

Installation errors will be displayed on the endpoints and recorded in the macOS logs. The best course of action, when troubleshooting installer problems, is to go to the endpoint with the failed installation and look in the orbitalupdater.log, for the cause of the failure. This can be done using Log Reports viewer in the Console application.

Orbital Installation Failed

Symptoms

• Orbital Installation Failure events are listed on the Secure Endpoint Console Events page with a specific error code/message.

Things to Check

• Check the detailed install logs on your endpoint, as they may show that the installation failed due to the service not starting. View the orbitalupdater.log from the Log Reports Viewer in the Console app.

Troubleshooting Tools

Various tools exist to help gather more information and help troubleshoot customer issues with Orbital, which are described in this section.

Logs

The first thing you should do in the event of an error or warning is to check the logs.

• Secure Endpoint Connector Logs (See above)

• Orbital Logs

• Viewable in Diagnostics bundle, or via the following terminal command on the endpoint: log show --predicate 'subsystem == "com.cisco.endpoint.orbital"'

Secure Endpoint Diagnostics

The following items inside a remote Diagnostics bundle from the Secure Endpoint Console can help troubleshoot Orbital:

• List of all packages installed on the endpoint: pkgutil_info.txt

Note:

The macOS node package is com.cisco.endpoint.orbital.app.

• Orbital installation/update logs: orbitalupdater.log.

• Logs written by the Orbital node service: Orbital.log.

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