Troubleshooting Robot Cloud Actions

Ben Greiner -

 

If an Action returns a failure, first check the log for errors.

  1. This can be confirmed in the Robot Cloud Database (previously named Site Access).
  2. In a browser, go to https://m.robotcloud.net (you will be prompted for your credentials).
  3. Search for the affected Mac, then it’s History tab, then Policy Logs and search for the policy name.
  4. Look in the status column for Failed result and click the Show button to see the log.

The most common failure point is with downloading the payload (zip, pkg or dmg).

  1. Toward the beginning of the log, you should see a line about downloading the payload.
  2. The following line or verification check should confirm if the payload could not be downloaded.
  3. Next, confirm where the payload was downloaded from.

Payloads are downloaded from three possible locations (Local Distribution Point, Cloud Distribution Point or directly from the software developer.

  1. If from a Local DP, the log output will show: Mounting, <Client Name> to /Volumes/RobotCloud...
  2. If from a Cloud DP, the log output will show: Downloading https://<server>.cloudfront.net/<payloadname>
  3. If from a software developer, the log output will show: Downloading <payload> and Verifying <payload>

Local Distribution Point troubleshooting.

  1. Two potential fail points here: payload is missing or LDP connection error.
  2. If the payload is missing, run a Robot Cloud Sync on the Mac Server to update it’s repository (See KB link 4e).
  3. If a connection failure, confirm by running Distribution Point Status (see section 7).
  4. If a Status check fails, reinstall Robot Cloud Sync.

Cloud Distribution Point troubleshooting.

  1. The Cloud Distribution Point is an Amazon hosted HTTP share and is maintained by Robot Cloud Admins.
  2. If a connection failure, confirm by running Distribution Point Status (see below).
  3. If a Status check fails, confirm that the network allows access to an Amazon HTTP share.

Software Developer direct download troubleshooting.

  1. This type of Action will route the payload from the software developer’s website.
  2. The log output will show: Verification failed, incomplete or missing download.
  3. Confirm that the network allows access to the software developer’s website.

Check Distribution Point Status.

  1. This tool can be found in the Self Service application on the affected Mac or triggered via Command Line. 
  2. Self Service > Robot Cloud Actions > Distribution Point Status > TEST > (Local or Cloud) > Test.
  3. To run via Command Line use:
    sudo jamf policy -event local (or) sudo jamf policy -event cloud

Successful download, but failure to install the package.

  1. In some cases the payload is present, but the package fails to install.
  2. Check the log output to confirm why the package could not be installed.
  3. It’s possible the application is currently open and needs to be quit before it will install.
  4. The package could have been corrupted in transfer and need to be re-downloaded.
  5. You can also check the console application or /var/log/install.log on the affected Mac for additional detail.

If the outlined troubleshooting doesn’t resolve the issues, a restart of the affected Mac could be the missing piece of the puzzle.

In the event a restart of the affected Mac and outlined troubleshooting doesn’t resolve the issue, please contact us for additional assistance. 

 

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