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Follow these steps to collect diagnostic logs from the DNSFilter macOS Roaming Client v2.2.0 or higher when it is in an “Offline” state. Capturing diagnostic logs helps Support investigate and resolve issues related to this agent version.

If the agent is online, there's no need to follow these steps: the diagnostic tool is available to quickly capture the .zip file. 

Capture diagnostic logs for Support review

Follow these steps using the diagnosticScript.sh attached to this article (scroll to bottom). The script works for both branded and legacy Whitelabel versions of the agent.

1. Download the diagnosticScript.sh to the local user's Downloads folder
2. From Terminal, run the script as Root

   1. Enter the following command, replacing <username> with the actual username of the logged-in macOS account:

      sudo sh /Users/<username>/Downloads/diagnosticScript.sh
      

      Example:
      If the macOS username is jsmith, the command would be:

      sudo sh /Users/jsmith/Downloads/diagnosticScript.sh
      

3. Authenticate the prompt. The command requires administrative privileges. When prompted, enter the device password to proceed
   ✍️ If the user does not have administrative (root) access, an IT administrator must run the command.
4. After the script completes, a .zip file will be created in the Downloads folder. The filename will follow one of the formats below, depending on the agent version:
   • DNSFilterDiagnostics_<timestamp>.zip
   • DNSAgentDiagnostics_<timestamp>.zip

Share the .zip file with DNSFilter Support for further analysis.

✍️ As of macOS Roaming Client v2.4.6, the site key is redacted from the diagnostic bundle. If Support requests the site key separately, locate it in the DNSFilter dashboard by navigating to Deployments and selecting Roaming Clients.