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      Endpoint package installation issues

      This article provides information on what could help you with resolving the Safetica Agent/Client installation issues and if the issues persist, how to perform necessary log collection.

      In this article, you will learn more about:

      Safetica Agent – Installation issues (Windows)

      General tips for resolving client installation issues:

      1. Make sure that the Windows OS has the latest updates.
      2. Restart OS
      3. Add necessary exclusions to your antivirus:
        How to set up exceptions for Safetica Client in your antivirus

      Log collection:

      1. Download and run the Safetica Support Tool
      2. Click on [Create application issues report]
      3. Leave it to the default and click on [Run]. Let the support tool monitor and proceed with the next step
      4. Gather the .msi installation log by running the installer via command prompt (as administrator) as follows:
        msiexec /I “C:\Downloads\safetica_agent.msi” /L*V “C:\Downloads\msilog.log”
      5. Once the installation fails, click on [Reproduced] in the Safetica Support Tool and click on [Report]
      6. The next window will offer you a form to describe the issue. Proceed with [Next]
      7. Click on [Run] and finish the wizard. At the end, you’ll get an encrypted .sfx package
      8. Upload the .msi log file and the support tool .sfx package to our upload server https://upload.safetica.com. Do not forget to also fill in the ticket ID so it's assigned to the correct ticket

      Safetica Client – Installation issues (Windows)

      General tips for resolving client installation issues:

      1. Make sure the Windows OS has the latest updates.
      2. Reboot the OS
      3. Verify prerequisites:
        1. Go to your Safetica server
        2. Redirect to “C:\Program Files\Safetica Management Service\”
        3. Copy all present dotnet and VCredist files to the endpoint and install any missing
        4. Possibly try repairing them in case any installations are corrupted
      4. Add necessary exclusions to your antivirus:
        How to set up exceptions for Safetica Client in your antivirus

      Log collection:

      1. Download and run the Safetica Support Tool
      2. Click on [Create application issues report]
      3. Leave it to the default and click on [Run]. Let the support tool monitor and proceed with the next step
      4. Gather the installation log by running the installer via the command prompt (as administrator) as follows:
        C:\Downloads\safetica_client.exe /L*V "C:\Downloads\exelog.txt /I”
      5. Once the installation fails, click on [Reproduced] in the Safetica Support Tool and click on [Report]
      6. The next window will offer you a form to describe the issue. Proceed with [Next]
      7. Click on [Run] and finish the wizard. At the end, you’ll get an encrypted .sfx package
      8. Upload the log file and the support tool .sfx package to our upload server https://upload.safetica.com. Do not forget to also fill in the ticket ID so it's assigned to the correct ticket

      Safetica Client - Installation issues (MacOS)

      Log collection:

      1. Open the Terminal on MacOS endpoint
      2. Switch to the verbose level with this command:
        sudo /Library/Application\ Support/Safetica/Tools/setup SetDebugLevelOverride true
      3. Disable services:
        sudo /Library/Application\ Support/Safetica/Tools/setup UnloadAllServices
      4. Enable services:
        sudo /Library/Application\ Support/Safetica/Tools/setup LoadAllServices
      5. See if you can find the log from the previous installation in the tmp folder
        Tip: You can get there by executing the command “open /tmp” – without quotes in the Terminal
      6. Run the Safetica installation package
      7. In addition, start the live installation log by pressing CMD + L on the keyboard
      8. Change it from “show all errors” to “show all protocols/logs”
      9. Before closing the installation windows with Safetica, click on save logs, then finish the installation
      10. Run Safetica log collection using the getlogs.sh script in the Terminal:
        sudo /Library/Application\ Support/Safetica/Tools/getlogs.sh
      11. Open the folder /tmp folder with the command and gather the Safetica logs:
        open /tmp
      12. Open the Console.app and check any crash reports. If find any, please, provide us with this report. 
        https://support.apple.com/guide/console/reports-cnsl664be99a/mac
      13. Upload installation log from temp, live installation log, and logs from getlogs.sh to upload.safetica.com