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Troubleshooting issues on Mac

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Issue Description

The system was unable to run automated solutions that require Accessibility Permission. Additionally, it was identified that the Anakage Agent was not running, which caused the failure of automated tasks.

Root Cause Analysis

The issue occurred because the required permissions for the IT Self Service app and the Anakage Daemon were not granted on the system. Specifically:

1. Accessibility Permission was missing for the IT Self Service app.

2. Automation and Full Disk Access permissions were not provided to the Anakage Agent (AnakageProactive) and the Anakage Daemon (AnakageDaemonXPC).

Without these permissions, the automated solutions were unable to interact with the system and execute tasks.

Troubleshooting Steps

Step 1: Verify Agent Status

o Open Terminal on the macOS machine.

o Run the following command to check if the Anakage Agent is running:

Bash:

launchctl list | grep com.anakage.proactive.agent

o If no output is returned, the agent is not running.

Step 2: Verify Missing Permissions

1. Navigate to System Settings > Privacy & Security.

2. Check the following sections to confirm the required permissions:

a. Accessibility: Verify if the IT Self Service App is listed and enabled.

b. Full Disk Access: Confirm that IT Self Service App and Anakage Agent are added and enabled.

c. Automation: Ensure that AnakageProactive has permissions to interact with required applications.

Resolution Steps

To resolve the issue, follow these steps to grant the necessary permissions:

1. Provide Accessibility Permission for IT Self Service App:

a. Go to System Settings > Privacy & Security > Accessibility.

b. Click the + button to add an application.

c. Navigate to /Applications and select IT Self Service.

d. Ensure the checkbox next to IT Self Service is enabled.

2. Grant Full Disk Access for IT Self Service and Anakage Agent:

a. Go to System Settings > Privacy & Security > Full Disk Access.

b. Click the + button and add the following:

i. IT Self Service App

ii. AnakageProactive

c. Ensure both are enabled.

3. Verify Automation Permissions for Anakage Agent:

a. Go to System Settings > Privacy & Security > Automation.

b. Ensure that AnakageProactive is listed and allowed to control required apps.

4. Restart the Anakage Agent and Deamon:

a. Open Terminal and execute the following command to restart the agent:

Bash:

# get current user id

current_user_id=$(stat -f “%u” “$HOME”)

#unloading agent and daemon

launchctl asuser $current_user_id launchctl unload -w /Library/LaunchAgents/com.anakage.proactive.agent.plist

launchctl unload -w /Library/LaunchDaemons/com.anakage.daemonxpc.service.plist

launchctl asuser $current_user_id launchctl load -w /Library/LaunchAgents/com.anakage.proactive.agent.plist

launchctl load -w /Library/LaunchDaemons/com.anakage.daemonxpc.se

5. Verify the Agent is Running:

· Run the command:

Bash

launchctl list | grep com.anakage.proactive.agent

· Confirm that the agent is now listed as running.

Recommendations

1. Always ensure Accessibility and Full Disk Access permissions are granted during installation.

2. Validate the status of the Anakage Agent periodically to ensure it is running.

3. Include permission verification as part of the system readiness checks to avoid such issues.

Conclusion

The issue was caused due to missing Accessibility, Full Disk Access, and Automation permissions for the IT Self Service App and the Anakage Agent. By granting the required permissions and restarting the agent, the automated solutions can now execute successfully.

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