How to Obtain Debug Information for Empower Mac Agents

Version 8

    Purpose

     

    This document shows how to obtain logs, setting files, content, policies and other very helpful information for Empower Mac agents.

     

    Overview

     

    1. Open a terminal window on your Mac machine by going to Applications > Utilities on your system.

    2. Navigate to /Users/Shared/Shavlik/Empower/bin by running the following command:

     

    cd /Users/Shared/Shavlik/Empower/bin

     

    Screen Shot 2016-11-08 at 9.16.32 AM.png

     

    2. Set your logging level to verbose using one of the two following methods:

     

         a. Run this command (requires sudo permissions, so it may prompt for your password):

         sudo ./com.shavlik.empower.agent -setLoggingLevel 31

     

    Screen Shot 2016-11-08 at 10.16.34 AM.png

     

         b. Edit /Users/Shared/Shavlik/Empower/data/empower.settings.plist.

      1. Find <key>ddLogLevel</key>, then see the "integer" tags (<integer> and </integer>) in the line below that.
      2. Change the value in between those tags to 31.  The line should look like this (as shown in the screenshot below):
              <integer>31</integer>

     

    Screen Shot 2016-11-08 at 10.21.24 AM.png

     

    Screen Shot 2016-11-08 at 10.22.13 AM.png

     

    3. Run the following command to collect the information (requires sudo permissions, so it may prompt for your password):

    sudo ./com.shavlik.empower.agent -gatherDebugInfo

     

    Screen Shot 2016-11-08 at 9.17.47 AM.png

     

    4. The data will be collected in /Users/Shared/Shavlik/Empower/debuginfo.  Zip up this directory and if applicable, send the information to our support team or attach to the case directly.

     

    Affected Product(s)

     

    Shavlik Empower Mac Agents