MacOS Roaming Client Troubleshooting

Updated February 10, 2023 01:12

This guide is for troubleshooting any issues associated with the Roaming Client.

Roaming Client Debugging

Currently, the Mac Roaming Client has Debug Mode enabled by default. To check that Debug Mode is enabled, simply navigate to your Mac config file and set the log level to “Debug”, then restart the Roaming Client!

Mac Config File can be seen by running the following in your terminal application:

cat /Library/Application\ Support/DNSFilter\ Agent/daemon.conf

For the white-labelled version run:

cat /Library/Application\ Support/DNS\ Agent/daemon.conf

You should see level = "debug" under the [log] section. If not, change the level to debug with your favorite text editor and restart the Roaming Client.

While Debug Mode is enabled the Client will produce logs which can be obtained and sent to our support staff (support@dnsfilter.com).

Logfile Path

For the standard version please open Finder > Go (at the top) > Go To Folder and search for /var/log, from there you will find one of the two locations below to send to the support staff.

/var/log/com.dnsfilter.agent.macos.helper/daemon.log

For the white-labelled version:

/var/log/io.netalerts.agent.macos.helper/daemon.log

MacOS Roaming Client Commands

Whitelabel Consideration

If you're running the MSP / whitelabel version of the Roaming Client, replace com.dnsfilter.agent in any of the commands below with io.netalerts.agent

Manually stop the Roaming Client

sudo launchctl unload /Library/LaunchDaemons/com.dnsfilter.agent.macos.helper.plist

Manually stop the Roaming Client and disable for automatic startup

sudo launchctl unload -w /Library/LaunchDaemons/com.dnsfilter.agent.macos.helper.plist

Manually start the Roaming Client. Even if it is disabled – this re-enables it to automatically start at machine boot

sudo launchctl load -w /Library/LaunchDaemons/com.dnsfilter.agent.macos.helper.plist

MacOS Roaming Client Debug Script

The MacOS debug script can be found here. In order to execute this script you can download the file, open a terminal window and issue the following command:

sudo sh \Path\To\The\Script\DNSFilter_Debugger_mac.sh

A simple way to do this would be to type “sudo sh” and then drag the file directly into the terminal. Once the script has finished, it should open a new Finder window with two log files (daemon.log and DNSFilterDebug.txt). Simply attach those in your email to our support team, and we'll be happy to look them over!

Uninstall the Roaming Client

Non-Whitelabelled Version:

sudo sh /Applications/DNSFilter\ Agent.app/Contents/Resources/uninstall.sh

MSP Version:

sudo sh /Applications/DNS\ Agent.app/Contents/Resources/uninstall.sh