topic Re: Missing app not installing in Endpoint Security

Missing app not installing

Leeham — Wed, 26 Jun 2019 13:18:24 GMT

Hi all,

I've recently tried to reinstall the Meraki Systems Manager Agent onto any machines that it appears to be missing from, according to the Devices page, by clicking the Reinstall button within the individual machines record:

The result is then posted as a success:

However, the Devices page still shows "Agent installed? = No", and the app remains listed under the missing apps section

Any ideas what's going on here?

Thanks,

Liam

Re: Missing app not installing

kYutobi — Wed, 26 Jun 2019 14:01:22 GMT

Have you tried re-enrolling device? How many devices fail?

Re: Missing app not installing

Leeham — Wed, 26 Jun 2019 14:24:52 GMT

Yes, all devices were re-enrolled recently.

18 devices are inaccurately reporting "Success" when attempting to reinstall the System Manager agent.

Re: Missing app not installing

kYutobi — Wed, 26 Jun 2019 14:49:34 GMT

Hmm. That's odd. When you say SM Agent you do mean for desktop/laptop/mac installs correct? Not the iPad install? Usually when I install them on machines it would be through a m.meraki.com

From there I install the agent. I never had to push it because it needed to get enrolled to recieve the ability for management. So I'm a little confused as to why it's being pushed. Sorry.

Re: Missing app not installing

raj.yarlagadda@meraki.com — Wed, 26 Jun 2019 15:08:57 GMT

@Leeham That success only means that a command has been sent by the MDM to install the app. If the app is still not being installed on the device. Please check if there is any firewall that is blocking the traffic. May even try a different Internet connection like a cellular hot spot to bypass the firewall and see if that will work.

Re: Missing app not installing

Leeham — Wed, 26 Jun 2019 15:10:59 GMT

Hi kYutobi,

When I say SM Agent, I mean the agent that can be installed onto devices (in our case MacBooks) alongside the Apple Profile as per step B on the Add Devices page regarding

Enrolling both an agent and a profile enables all available functionality. An agent enables the ability to install software, remote desktop, view live stats (such as CPU utilization), and more. You can deploy the agent automatically on the Apps page by following these instructions.

So I'm attempting to follow the automatic deployment instructions, as advised.

Enrolling the device through m.meraki.com doesn't seem to install the SM Agent, just the Apple management profile.

Any ideas?

Re: Missing app not installing

Leeham — Wed, 26 Jun 2019 15:19:54 GMT

@raj.yarlagadda@meraki.com Ah, okay. That makes sense about the success of the command. Thanks for explaining that.

I have tethered one of the offending laptops to my mobile phone's internet connection, tried issuing the reinstall command and unfortunately not had any success. Agent installed? status is still No.

The only firewall running is the Mac's own internal firewall, which is incidentally enforced by the Meraki management profile.

Any other ideas?

Re: Missing app not installing

SoCalRacer — Wed, 26 Jun 2019 15:38:31 GMT

I believe apps don't auto approve when you add them. You many need to check the approval status and approve.

https://documentation.meraki.com/SM/Apps_and_Software/Deploying_Store_Apps_for_iOS%2F%2FmacOS_and_Android#Approval_Status_(Android)

Re: Missing app not installing

Leeham — Wed, 26 Jun 2019 15:52:53 GMT

@SoCalRacer Hi. That link you shared refers to Android apps requiring approval. I'm working with Apple Macs. Unless I'm mistaken, I don't see anything within the console related to approval when pushing apps to the macOS platform. Let me know if this is not the case.

Re: Missing app not installing

SoCalRacer — Wed, 26 Jun 2019 15:57:08 GMT

What version of macOS are you running on these agents?

Re: Missing app not installing

Leeham — Wed, 26 Jun 2019 16:27:12 GMT

A mixture of versions across the 18 devices, including:

10.14.2

10.14.3

10.14.4

10.14.5

Re: Missing app not installing

vassallon — Wed, 26 Jun 2019 21:44:28 GMT

@Leeham When you added the App to push out how did you set it up?

I selected the Meraki Systems Manager Agent from this screen and it installed correctly.

Re: Missing app not installing

Leeham — Thu, 27 Jun 2019 08:48:09 GMT

@vassallon Hi. Yes, I did the same. Followed these instructions, to be exact: https://documentation.meraki.com/SM/Device_Enrollment/Systems_Manager_Agent_and_MDM_Profile_Enrollment#Auto-installing_the_macOS_Agent

Here's a screenshot showing the Systems Manager app in our list:

Re: Missing app not installing

RaPo1 — Mon, 01 Jul 2019 12:21:09 GMT

Hi Leeham,

you do not use VPP assignment for Meraki App. Looks like you simply do not see the Question to allow app Installation.

do you use Apple DEP for enrollment? Or has anyone an own apple ID and Meraki is pushed like for BYOD?

Re: Missing app not installing

Leeham — Mon, 01 Jul 2019 12:54:58 GMT

@RaPo2 Hi RaPo. We do not use either VPP or DEP. Our MacBooks all use the same shared Apple ID, managed by our IT department, so in theory, we are running a setup like BYOD.

Re: Missing app not installing

RaPo1 — Wed, 03 Jul 2019 13:48:55 GMT

OK,

Have you already tested reenrollment using enrollment link (mail or SMS) or QR Code?

Systems Manager --> Devices --> Add Device --> iOS --> send enrollment link

Re: Missing app not installing

Leeham — Wed, 03 Jul 2019 16:33:11 GMT

@RaPo2 Yes, we have tested re-enrollment on macOS devices using the link and QR Code. Just to be clear, my problem is not with iOS devices, as you have outlined in your sequence.

Oddly, I now have a device which is saying "Yes" in the Agent Installed? column, bit still shows it as missing in the missing apps section (see attached images)

Re: Missing app not installing

beks88 — Mon, 15 Jul 2019 20:10:53 GMT

You'll need to check if the agent got installed and is running correctly

https://documentation.meraki.com/SM/Other_Topics/Systems_Manager_Logging_and_Troubleshooting#macOS

We had the same issue on some of our devices, which have been enrolled the manual way.

You need to use both enrollment methods from the Add devices -> macOS page, this solved our issue. Even reinstalling the agent should help, but remember you need also the profile installation from m.meraki.com

Re: Missing app not installing

Leeham — Tue, 16 Jul 2019 10:32:09 GMT

Thanks @beks88, looks like I might be getting somewhere now. This is the tail of the /var/log/m_agent.log file on the machine I mentioned in my reply to RaPo above that is both reporting the agent installed and not installed:

2019-07-16 11:23:07.391494 [0x11ad7b5c0]: ClientManager::check_client_pulse(): client pcc202.meraki.com:993 timed out; restarting
sigusr1_handle
2019-07-16 11:23:08.483071 [0x700004c20000]: TunClient::main() [pcc202.meraki.com:993], starting up...
2019-07-16 11:23:08.996557 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:23:08.996628 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:23:17.372820 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:23:17.372966 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:23:33.532234 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:23:33.532307 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:24:05.318917 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:24:05.319002 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:25:08.185566 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:25:08.186006 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:25:15.883373 [0x11ad7b5c0]: ClientManager::check_client_pulse(): client pcc202.meraki.com:993 timed out; restarting
sigusr1_handle
2019-07-16 11:25:16.965132 [0x700004c20000]: TunClient::main() [pcc202.meraki.com:993], starting up...
2019-07-16 11:25:17.394005 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:25:17.394132 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:25:23.4946 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:25:23.5071 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:25:33.601899 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:25:33.602034 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:25:54.267066 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:25:54.267235 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:26:35.26616 [0x700004c20000]: check_cert(): !SSL_get_verify_result()
2019-07-16 11:26:35.26701 [0x700004c20000]: TunClient::connect_to_proxy(): warning: check_cert returned false!
2019-07-16 11:27:24.518008 [0x11ad7b5c0]: ClientManager::check_client_pulse(): client pcc202.meraki.com:993 timed out; restarting
sigusr1_handle

Any idea if these messages are anything to be concerned about?

Re: Missing app not installing

beks88 — Tue, 16 Jul 2019 13:01:04 GMT

I would recommend you to reach out to the support with the logs.

As mentioned above, we've been able to resolve our issue by installing the profile through m.meraki.com and additionally install the agent manually on the affected devices.

You could also try deleting the agent according to this docs

https://documentation.meraki.com/SM/Device_Enrollment/Uninstalling_Systems_Manager_and_Removing_Managed_Devices#macOS

and install it again.

Is your push cert valid? Otherwise I would reach out to the support for further troubleshooting.