Errror while installing Agent Client on Mac-OS - Support and Troubleshooting

Errror while installing Agent Client on Mac-OS Summary While installing Agent client on the mac-OS, we may encounter below errors.

Instructions ERROR 1:

2022-09-15T17:08:42.20 [FATAL] [agent] [open /Library/Application Support/ServiceNow/agent-client-collector/acc.yml: permission denied] error executing acc 2022-09-15T17:08:52.28 [FATAL] [agent] [open /Library/Application Support/ServiceNow/agent-client-collector/acc.yml: permission denied] error executing acc ERROR 2:

2022-09-15T17:15:45.67 [INFO] [agent] Agent Protection: Got new check List; init protection data. Using standard CPU limit of 5 percent 2022-09-15T17:15:45.67 [DEBUG] [agent] checkIfIpsChanged: invoked with ipAddresses: [] 2022-09-15T17:15:45.67 [DEBUG] [agent] Interface Name : en5 ipv4Addr: netMask: fffffe00 on-link route: 2022-09-15T17:15:45.67 [INFO] [agent] connecting to backend URL: wss:///ws/events 2022-09-15T17:15:45.67 [DEBUG] [agent] [Accept: application/octet-stream] setting header 2022-09-15T17:15:45.74 [ERROR] [agent] [handshake failed with status 401] reconnection attempt failed to the url: wss:///ws/events 2022-09-15T17:15:45.79 [DEBUG] [agent] checkIfIpsChanged: invoked with ipAddresses: 2022-09-15T17:15:45.79 [DEBUG] [agent] Interface Name : en5 ipv4Addr: netMask: on-link route: 2022-09-15T17:15:45.79 [DEBUG] [agent] MID selector has no next MID server STEPS TO REPRODUCE:

--> Issues/errors can be reproduced while installing ACC on MAC OS.

CAUSE:

-->The acc.yml is not having sufficient permissions.

-->Customer needs to check with their Network team/ wait for next 10 mins for error 2.

RESOLUTION:

1. For fixing the permission issues, please use below commands. Please note that the default user would be _servicenow.

#chown _servicenow:_servicenow /Library/Application\ Support/servicenow/agent-client-collector/acc.yml

2. Please run the below commands for restarting the service from Mac OS terminal.

#sudo launchctl unload /Library/LaunchDaemons/com.sn.acc.plist #sudo launchctl load -w /Library/LaunchDaemons/com.sn.acc.plist

3. ACC Service can be validated by using the below command.

#sudo launchctl list | grep acc

The service will list as below with 97331(example PID) will be different in your machine. 6140 0 com.apple.accessoryupdaterd - 0 com.apple.accessoryd - -9 com.apple.xpc.roleaccountd 97331 0 com.sn.acc

Related Links #acc.yml path /Library/Application\ Support/servicenow/agent-client-collector/acc.yml #acc logs path /var/log/servicenow/agent-client-collector/acc.log

Detailed installation and un-installtion steps can be found here