Troubleshooting Agent Installation Issues on macOS Devices

Product Version: 6.5.0.0

Overview

This article provides step-by-step instructions to troubleshoot and resolve agent installation issues on macOS devices, particularly when the installation fails with the following error:

"The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance."

Common Symptoms

• Installation fails via command line or GUI

• Error message appears during installation (as shown above)

• Agent does not report to the Saner CVEM console even after successful installation

• Agent logs are not found at the expected path: /var/log/saner

Step-by-Step Resolution

Step 1: Uninstall Existing Agent

Run the following command to uninstall the agent:

spsaner.uninstall

In most cases, this command will successfully uninstall the agent and allow you to reinstall it.

Step 2: Handle "Command Not Found" or Incomplete Removal

If running the uninstall command results in:

"command not found"

This indicates that the uninstall script or some agent-related files are missing, but remnants still exist. These leftover files can block reinstallation.

To clean up all leftover components, run the following command:

sudo rm -rf /etc/cron.d/spsaner /etc/init.d/spsaner /usr/bin/spsaner_maintenance /usr/bin/spsanerupgrade /usr/sbin/spsaneragent /usr/bin/spscanmanager /usr/share/applications/spsaner.desktop /usr/share/pixmaps/spsaner.png /usr/share/polkit-1/actions/com.secpod.saner.policy /var/lib/dpkg/info/spsaner.* /spsaner.default /spsaner.init /usr/lib/saner/ /etc/rc0.d/*spsaner /etc/rc*.d/*spsaner /etc/saner/ /etc/saner/EDR/ /usr/lib64/saner/ /usr/share/doc/saner/ /usr/share/doc/saner/thirdparty/ /var/saner/ /var/log/saner/ /var/saner/ir/ /var/saner/updates/ /var/saner/updates/cre/ /var/saner/updates/compliance/ /var/saner/updates/vulnerability/ /var/saner/updates/remediation/ /etc/saner/EDR/* /var/saner/bufferedpatches/ /usr/bin/spsaner* /usr/bin/spagentwatchdog /Library/LaunchDaemons/com.secpod.pkg.saner.* /usr/local/bin/spsaner* /usr/local/bin/saner.ico /usr/local/lib/saner /usr/local/share/doc/saner /private/var/log/saner /private/var/db/receipts/com.secpod.pkg.saner.* /lib/systemd/system/spsaner.service

After running the cleanup, reinstall the agent. It should activate successfully and begin reporting to the Saner CVEM console.

Step 3: Installation Succeeds but Agent Doesn't Report to Console

If the agent installs successfully but:

• It doesn't show up in the console

• No logs are created under /var/log/saner 
  
  

Follow the steps below:

1. Check if /usr/local/bin Exists as a Directory

Run the below command:

cd /usr/local/bin

If you receive the error:

"/usr/local/bin is not a directory"

It means the directory is corrupted or misconfigured.

2. Backup and Recreate the Directory

Run the following commands:

sudo mv /usr/local/bin /usr/local/bin_backup 
sudo mkdir /usr/local/bin

3. Re-run Cleanup and Reinstall the Agent

• Execute the cleanup command mentioned in Step 2.

• Reinstall the agent using the correct package.
  
  

After successful installation, log files should begin generating in /var/log/saner, confirming that the agent is functioning properly and is reporting to the console.

Summary

Need Help?

If the issue persists after performing the above steps, please contact SecPod Support with the following details:

• Device information (macOS version)

• Screenshot of the error message

• Saner Agent logs (if available)