AnsweredAssumed Answered

Mac OS agent installation failing

Question asked by Ian Noble on Jan 11, 2018
Latest reply on Jan 15, 2018 by DMFezzaReed

Like • Show 2 Likes2
Comment • 6

I am having a problem installing Cloud Agent onto a MacBook Pro. This is a users BYOD MacBook, and under our BYOD policy the user agrees to installing the Qualys Cloud Agent.

installer: Package name is Qualys Cloud Agent

installer: Upgrading at base path /

installer: The upgrade failed (The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.)

root#

Any ideas as to why the install fails?? There is no existing /usr/local/qualys folder

Ian Noble Jan 15, 2018 1:41 PM

Correct Answer

The support team provide a solution for me - thank you Support!

Delete the following folders:

usr/local/qualys/
/etc/qualys
/Applications/QualysCloudAgent.app

Run following commands to de-register agent (one at a time):

pkgutil --only-files --files com.qualys.cloud-agent | tr '\n' '\0' | xargs -n 1 -0 rm –rf
pkgutil --forget com.qualys.cloud-agent

launchctl remove com.qualys.cloud-agent

Download new agent binary file to the host machine directly and install the agent using the new binary.

See the reply in context

No one else had this question

Outcomes

DMFezzaReed

Jan 11, 2018 12:22 PM

Are you pushing the agent to the Mac, or are you attempting to install the agent locally?

You're best bet for an expedited solution is to contact Qualys support. Have you opened a case? Contact Support - Technical Assistance Inquiry Form | Qualys, Inc.

Actions

Ian Noble Jan 11, 2018 12:41 PM

Hi Debra - I am installing locally. This is a users BYOD MacBook, but under our BYOD policy they agree to having the Qualys Agent installed.

1 person found this helpful

Actions

Ian Noble @ Ian Noble on Jan 11, 2018 12:41 PM

...And yes, I have opened a support case too.

1 person found this helpful

Actions

DMFezzaReed

Jan 11, 2018 12:52 PM

Make sure the account you logged into to install the agent has root access (which it appears it may).

Verify that any anti-virus, malware, port management, proxy, or like apps have been disabled so that the install is not impeded
Verify the Mac OS is supported: Cloud Agent Platform Availabililty Matrix
Verify you can reach https://qagpublic.qg1.apps.qualys.com from the Mac
Make certain you have the most current agent software and validate your install command:

sudo installer -pkg ./qualys-cloud-agent.x86_64.pkg -target /
sudo bash -c " if [[ -f /usr/local/qualys/cloud-agent/bin/qualys-cloud-agent.sh ]]; then /usr/local/qualys/cloud-agent/bin/qualys-cloud-agent.sh ActivationId=aaaaaaaaaaaaaaaaaaaaa CustomerId=ccccccccccccccccccc; else /Applications/QualysCloudAgent.app/Contents/MacOS/qualys-cloud-agent.sh ActivationId=aaaaaaaaaaaaaaaaaaaaa CustomerId=ccccccccccccccccccc; fi"

Click here > Troubleshooting for additional steps

Actions

Ian Noble Jan 15, 2018 1:41 PM

The support team provide a solution for me - thank you Support!

Delete the following folders:

usr/local/qualys/
/etc/qualys
/Applications/QualysCloudAgent.app

Run following commands to de-register agent (one at a time):

pkgutil --only-files --files com.qualys.cloud-agent | tr '\n' '\0' | xargs -n 1 -0 rm –rf
pkgutil --forget com.qualys.cloud-agent

launchctl remove com.qualys.cloud-agent

Download new agent binary file to the host machine directly and install the agent using the new binary.

3 people found this helpful

Actions

DMFezzaReed

Jan 15, 2018 2:40 PM

Support is awesome! Thanks for posting the solution for others to reference. Cheers!

Actions

6 Replies

DMFezzaReed Jan 11, 2018 12:22 PM
Mark Correct
Correct Answer
Are you pushing the agent to the Mac, or are you attempting to install the agent locally?

You're best bet for an expedited solution is to contact Qualys support. Have you opened a case? Contact Support - Technical Assistance Inquiry Form | Qualys, Inc.
Like • Show 0 Likes0
Actions
Ian Noble Jan 11, 2018 12:41 PM
Mark Correct
Correct Answer
Hi Debra - I am installing locally. This is a users BYOD MacBook, but under our BYOD policy they agree to having the Qualys Agent installed.
1 person found this helpful
Like • Show 1 Like1
Actions
- Ian Noble @ Ian Noble on Jan 11, 2018 12:41 PM
  Mark Correct
  Correct Answer
  ...And yes, I have opened a support case too.
  1 person found this helpful
  Like • Show 1 Like1
  Actions
DMFezzaReed Jan 11, 2018 12:52 PM
Mark Correct
Correct Answer
Make sure the account you logged into to install the agent has root access (which it appears it may).
- Verify that any anti-virus, malware, port management, proxy, or like apps have been disabled so that the install is not impeded
- Verify the Mac OS is supported: Cloud Agent Platform Availabililty Matrix
- Verify you can reach https://qagpublic.qg1.apps.qualys.com from the Mac
- Make certain you have the most current agent software and validate your install command:
sudo installer -pkg ./qualys-cloud-agent.x86_64.pkg -target /
sudo bash -c " if [[ -f /usr/local/qualys/cloud-agent/bin/qualys-cloud-agent.sh ]]; then /usr/local/qualys/cloud-agent/bin/qualys-cloud-agent.sh ActivationId=aaaaaaaaaaaaaaaaaaaaa CustomerId=ccccccccccccccccccc; else /Applications/QualysCloudAgent.app/Contents/MacOS/qualys-cloud-agent.sh ActivationId=aaaaaaaaaaaaaaaaaaaaa CustomerId=ccccccccccccccccccc; fi"
- Click here > Troubleshooting for additional steps
Like • Show 0 Likes0
Actions
Ian Noble Jan 15, 2018 1:41 PM
Unmark Correct
Correct Answer
The support team provide a solution for me - thank you Support!
1. Delete the following folders:
- usr/local/qualys/
- /etc/qualys
- /Applications/QualysCloudAgent.app
1. Run following commands to de-register agent (one at a time):
       pkgutil --only-files --files com.qualys.cloud-agent | tr '\n' '\0' | xargs -n 1 -0 rm –rf
       pkgutil --forget com.qualys.cloud-agent
       launchctl remove com.qualys.cloud-agent

Download new agent binary file to the host machine directly and install the agent using the new binary.
3 people found this helpful
Like • Show 3 Likes3
Actions
DMFezzaReed Jan 15, 2018 2:40 PM
Mark Correct
Correct Answer
Support is awesome! Thanks for posting the solution for others to reference. Cheers!
Like • Show 0 Likes0
Actions

Mac OS agent installation failing

Outcomes

Related Content

Recommended Content