Mac High Sierra Scan Failure

[JasonV]

Hi there

We are having trouble deploying Malware Bytes Endpoint protection to a Mac client. OS is High Sierra 10.13.6 - Malware Bytes version is 1.5.0.36

The product will install and the Malware Bytes Icon will appear however will not open / interact with any mouse click.

The Mac Book Pro will appear as online through the cloud portal - remote scan jobs fail with errors

Event Type:	Command Failed
Event Details:	command.threat.scan
Severity:	Warning
Endpoint:	MacBook-Pro.local
Source:	Managed Endpoints
Timestamp:	07/18/2018 - 10:23:14 AM

We have successfully installed a public Malware Bytes version and run scans - nothing detected - this has now been removed and despite removing / re-adding endpoint protection, the issues remain.

Can you pleas help us fix this?

Cheers

Jason

 

[DexterT]

Hi Jason,

There are a few things that could be going on here, but it would be tough to pinpoint what the issue is exactly without seeing the logs associated with your endpoint. Would it be possible for you to post your endpoint agent logs here? They should be located here: /private/var/log/com.malwarebytes.EndpointAgent.log

Additionally, could you provide a screenshot of the folder structure located at /Library/Application Support/Malwarebytes/ for the endpoint machine in question? 

Thanks,

Dexter

[JasonV]

Hi Dexter

Please find attached the logs / screenshot from the Mac

 

 

Cheers

Jason

com.malwarebytes.EndpointAgent.log.zip

[JasonV]

Hi Dexter any updates on this?

[TonyCummins]

@JasonV, Suggest you open a support ticket if you haven't already.

[DexterT]

Hi @JasonV,

Sorry for the late response, I didn't receive a notification for this post for some reason. It looks like your plugins folder is missing - the plugins are required for running a scan and you won't be able to interact with the tray icon or run scans remotely without them present.

There are two solutions for this:

1. Update your policy settings on the cloud console by either changing the name, or changing a setting - this will trigger a policy refresh and have your endpoint agent check for updates
2. Restart your machine to trigger the endpoint agent update check at machine start up.

Let me know if I can be of more assistance!

Edited August 1, 2018 by DexterT