MacOS Roaming Client Troubleshooting

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!

The macOS 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

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 start at machine boot automatically.

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

MacOS Roaming Client Logs

If you have our 1.6.1 or newer version of the macOS roaming client installed, you'll be able to utilize our Diagnostic tool that is built into the agent. 

To use this, you will first click on the roaming client icon at the top of your screen and select "Diagnostic Tool."

After this, you will be presented with the below screen. You will choose you're reasoning for running this tool and select "Run Diagnostics," it's important to note that whatever you choose does not change how the script runs. It's just for our knowledge. After it has successfully run, it will automatically open up your downloads and have a zip folder with the needed logs. Send this folder our way for us to review.

If you cannot run the tool from the agent or are on an older version, the macOS debug script can be found here. 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