Debugging Script for WSS Agent on Mac Systems

For Mac systems, Symantec provides a shell script (wssad-diag.sh) that gathers debugging, troubleshooting, and trace log information that Technical Support can analyze to assist you in remedying connection issues.

This section describes how to run the script. Most issues can be traced and gathered without requiring a reboot. However, debugging WSS Agent startup process issues requires additional advanced debug logging steps, as outlined in the procedure.

Technical Requirements

  • Download the script zip file.

    WSSA-macOS-Diags [right-click]

  • Put the script on the test system. You can run the script from any location on the local system. The process does not install anything.

Startup/Reboot Diagnostic Issues Only—If you are diagnosing WSS Agent startup connection issues, launch the application using the --reboot command line option. When prompted, save your work and reboot. After you are finished, you reboot again to fully stop the debug log.

If you use this --reboot command line option or the WSS Agent is version 6.0.9+, Steps 5 and 8 in the following procedure are not required.

Procedure

  1. Open Terminal.app and cd to the directory where you saved the wssad-diag.sh script.
  2. Run chmod +x wssa-diag.sh to make the script executable.
  3. Run ./wssa-diag.sh.

    • Optionally, you can pass a /path/to/output.wdbz to specify the output file name. The default is a file in your current directory based off your hostname and the time.
  4. Enter your administrator (sudo) password.
  5. Skip this step if you are diagnosing Startup/Reboot Issues.

    When prompted, begin the tracing.

    • In WSS Agent, click the Play icon in the bottom-right corner of the Support tab.
    • In Unified Agent, click Start Tracing on the Advanced tab.
  6. Debug logging/tracing is now active. Perform the steps to reproduce the WSS Agent issue.

    Note: You must leave the terminal window open until you have fully reproduced the issue.

    After you reproduce the issue, press Enter in your Terminal.app window to stop tracing and begin gathering additional information

  7. The script then uses the Apple-provided sysdiagnose utility to gather system information. Read the displayed license and press Enter to continue gathering information. According to the command man page, sysdiagnose collects the following.

    • A spindump of the system.
    • Several seconds of fs_usage output.
    • Several seconds of top output.
    • Data about kernel zones.
    • Status of loaded kernel extensions.
    • Resident memory usage of user processes.
    • Recent system logs.
    • A System Profiler report.
    • Recent crash reports.
    • Disk usage information.
    • I/O Kit registry information.
    • Network status.
  8. Skip this step if you are diagnosing Startup/Reboot Issues.

    Stop tracing in the WSS Agent.

  9. Send the .wdbz file to Symantec Support.

Note: If debugging start up issues—After troubleshooting is complete, clear the Enable tracing on startup option in WSS Agent and reboot the Mac system again.

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