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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—Version 1.18.
    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, reboot again to fully stop the debug log.
If you use the
--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 file name is derived from 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.
    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. If you have selected to capture a sysdiagnose (using the
    --sysdiag
     command line option), the script uses the Apple-provided
    sysdiagnose
     utility to gather system information.  According to the
    sysdiagnose
     man page, the script collects the following information:
    • 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
    Read the displayed license. Press
    <enter>
     to continue gathering information.
  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.
If debugging start up issues—After troubleshooting is complete, clear the
Enable tracing on startup
 option in the
WSS Agent
 and reboot the Mac system again.