Troubleshooting

Apple MDM Missing Enrolment Profile

What

At times, MDM may appear slow or even worse, the MDM Enrolment Profile no longer seems to be apparent, preventing MDM management until re-enrolled. 

Why

Apple observed that osquery can cause such issues, depending upon configuration.

osquery is a tool to describe a device based upon SQL and can be used by management tools or similar, e.g. Malware detection software.  It is a popular tool, as highlighted by a couple of example applications that use osquery: CrowdStrike and Microsoft Defender.

If you use ADE/DEP to enroll the macOS systems you may find that the following command restores the device's belief that it is supervised and in MDM. To run the command you must be logged in on the device as it will launch a notification to click on to re-confirm that the device should be in MDM;

sudo profiles renew -type enrollment

Information

FileWave does not use osquery, so that may appear as if devices managed by FileWave could be immune, however, since other 3rd party software may do so, FileWave device management, as with any MDM, could be impacted.

Consider testing for devices running osquery, where MDM issues may arise or MDM Enrolment Profile is no longer present.  If so, it would be recommended to communicate with the software vendor utilising osquery.  Details imply a reduction in the aggressiveness of osquery should prevent this.  Additionally, Apple were looking into mitigating against this issue.

Related Content

Clearing FileWave Client Certs

In some situations, you may want to explicitly make the server clear and revoke a client certificate without deleting the client from FileWave, for instance if you are wiping a macOS client or reinstalling an IVS client.

From FileWave Central

For desktop clients, you can right-click the client and choose "Clear Certificate(s)".

Note that the current administrator needs to have write permissions on the clients, and will need to enter credentials.

From the Client

The first way is to use the client (13.1.1) certificate itself to authenticate, which is only possible if the certificate and its private key still exist on the client: 

fwcld -clearCertificate [-serverHost <fwserver_address> -serverPort 20445]

This is the equivalent of the following command using curl (replace <fwserver_address> with the address of your FileWave server):

sudo curl --key /private/var/FileWave/client.key --cert /private/var/FileWave/client.crt -X POST https://<fwserver_adress>:20445/auth/client/clear_certificate

The client will then be unable to communicate with the server (until a new CSR is created). This command can be used in the activation script of a macOS reinstall fileset to make the server properly clear the old client certificate.

Note that the command above uses the client certificate itself to identify the client. In case the certificate's private key is already lost, there is an alternative where you can authenticate with an administrator's token rather than with the client certificate: 

fwcld -clearCertificate -token <application_token> [-serverHost <fwserver_address> -serverPort <fwserver_port>]

Alternatively, you can also clear certificates en masse using the inventory superadmin token. In this case, you are allowed to clear the certificate of any client (obviously use with caution):   

curl -X POST https://<fwserver_address>:20445/auth/client/clear_certificates -H 'Authorization: <application_token>' -H 'Content-Type: application/json' -d '["<serial_1>", "<serial_2>", ...]'

Included in 13.1.1 and above are the options to clear with 'MAC address' or 'Device ID':

curl -X POST https://<fwserver_address>:20445/auth/client/clear_certificates?identifier=mac -H 'Authorization: <application_token_base64>' -H 'Content-Type: application/json' -d '["<mac_address_1>", "<mac_address_2>", ...]'

curl -X POST https://<fwserver_address>:20445/auth/client/clear_certificates?identifier=device_id -H 'Authorization: <application_token_base64>' -H 'Content-Type: application/json' -d '["<device_id_1>", "<device_id_2>", ...]'

The identifier parameter is optional, its default value is serial_number.

A dict of lists of clients for: SUCCESS, NOT_FOUND and ERROR statuses is returned.

Potential log entries

2019-06-12 7:12:02.481|main|FATAL|CLIENT|Unable to retrieve the contents of the cached custom field values: Error decrypting data
2019-06-12 7:12:02.833|main|INFO|CLIENT|CRL updated
2019-06-12 7:12:02.834|main|INFO|CLIENT|No certificate private key yet. Sending a certificate signing request to server my.FQDN.com.
2019-06-12 7:12:03.235|main|FATAL|CLIENT|Failed to send enrollment request (and CSR): error 400 a CSR for this client was already sent.
2019-06-12 7:12:03.235|main|INFO|CLIENT|Falling back to no certificate.

FileWave Client notification for zsh running in the background

What

When I upgraded my FileWave Client to 15.3.0 or newer I saw a popup saying "zsh is now running in the background". 

When/Why

This happens once when first going to version 15.3.0 or higher of the client on macOS. There is nothing to do. This popup is because the FileWave client needs permission to run zsh for scripting. It can be ignored and development is going to look at ways to suppress it so that in the future it should not show, but it should only happen 1 time on each machine and then even on newer versions of the clients you should not see it because it should already have the permission.

Related Content

FileWave Client Rename Behavior

Renaming a desktop client in the admin console will now change the Client Name inventory field to match the new name entered and also change the client name "sync" setting in the client's preferences. This ensures that the device is able to connect properly with FileWave instance without duplicated entries.  (The Device Name inventory filed is not modified)

So, when a client is renamed, the "Sync Computer Name" settings is turned off:

image.png

Further Details

FileWave Client Status Check: How to ask the client what it is doing on macOS and Windows

What

The FileWave client, available for both macOS and Windows, allows administrators to verify its status and understand the tasks it's currently handling. This can be accomplished by executing a specific command in the Terminal application on macOS, or the Command Prompt on Windows. This article provides instructions on how to use this feature for troubleshooting purposes.

When/Why

This feature is especially useful when you have direct access to the device and need to determine what the FileWave client is currently working on. It enables you to view the current status of the FileWave client, the filesets in inventory, and other crucial information.

You might find this feature beneficial when:

How

Follow the steps below to check the status of the FileWave client:

macOS

  1. Open the Terminal application on the macOS device.

  2. Execute the following command: /usr/local/sbin/FileWave.app/Contents/MacOS/fwcld -s

Windows

  1. Open the Command Prompt on the Windows device.

  2. Depending on the architecture of your Windows OS, execute the appropriate command:

    • For Windows using FileWave 15.5 or higher run: "C:\Program Files\FileWave\client\fwcld.exe" -s

After running the command, you will see output similar to the example below:

**************************
**FileWave Client Status**
**************************
User ID: 11354
Current Model Number: 660

Filesets in Inventory:

1. Fileset Mac MDM OS Update - macOS Monterey 12.6.3 12.6.3, revision ID 10148, ID 10148, revision ID 10148, version 1 - Apple MDM OS Update is not supported (0)
2. Fileset Mac MDM OS Update - Safari 16.3, revision ID 10149, ID 10149, revision ID 10149, version 1 - Apple MDM OS Update is not supported (0)
3. Fileset FileWave_macOS_Client_14.10.2_df52a47c77, revision ID 10169, ID 10169, revision ID 10169, version 1 - Active (0)
4. Fileset Profile - TeamViewerHost Allow Standard User, revision ID 10173, ID 10173, revision ID 10173, version 1 - Handled via MDM (0)
5. Fileset Profile - Microsoft  Defender - Kernel Extension, revision ID 10190, ID 10190, revision ID 10190, version 1 - Handled via MDM (0)
6. Fileset Profile - Microsoft Defender - Notifications, revision ID 10191, ID 10191, revision ID 10191, version 1 - Handled via MDM (0)
7. Fileset Profile - Microsoft Defender - Web Content Filter, revision ID 10192, ID 10192, revision ID 10192, version 1 - Handled via MDM (0)
8. Fileset Profile - Microsoft Defender - TCC, revision ID 10193, ID 10193, revision ID 10193, version 1 - Handled via MDM (0)
9. Fileset Profile - Microsoft Defender - Data Acceptance, revision ID 10194, ID 10194, revision ID 10194, version 1 - Handled via MDM (0)
10. Fileset Profile - Microsoft  Defender - System Extension, revision ID 10195, ID 10195, revision ID 10195, version 1 - Handled via MDM (0)
11. Fileset Profile - Microsoft  - Background Service, revision ID 10196, ID 10196, revision ID 10196, version 1 - Handled via MDM (0)
12. Fileset MS Defender macOS, revision ID 10197, ID 10197, revision ID 10197, version 1 - Active (0)
Filesets not meeting requirements:


Worklist:

The output provides the following information:

This information can assist you in understanding the tasks that the FileWave client is processing and aid in troubleshooting any issues.

Related Content

FileWave Windows Network Sweeper

What

Occasionally FileWave clients (Windows devices) can have an issue that prevents them from communicating.  Typically this is related to misconfiguration, user intervention, or a previously failed upgrade.  This article and associated content gives you a tool and a process for identifying and hopefully remediating issues on remote clients.

When/Why

Periodically running this tool during peak "online" times is a good practice just to see if there are devices out there you don't know about.  Of equal, and similar, use is using a GPO to enforce device enrollment and check-in.  This article: Client Deployment via GPO gives an example of deploying a client via GPO, but a batch process can be used to perform other compliance checks. 

How

OK, I am convinced to give this a try, but how do I do it, and are there any pre-requisites?

Pre-Requisites:

Windows Network Sweeper
FileWave Download.png

For ease of instuction, PSTools is included in this download, but it can be downloaded directly at: PSTools download

Process Overview:

image.png

image.png

Related Content

Digging Deeper

It is probably very helpful to see an overview and this process in motion, so video examples follow:

Technical Overview:
Example Usage:

.

PSExec as a Helper in Troubleshooting

What

The PS Tools from Microsoft (from SysInternals)  are a terrifically powerful tool to help you troubleshoot when all else fails.  In this article we'll look at how you can use PSExec to help troubleshoot an ill-behaving FileWave Client.

When/Why

From time to time, things don't work right.  None of us would be employed if this weren't the case, so let's look on the bright-side of that!  But what to do if a FileWave client on a Windows device is misbehaving, and you can't communicate through normal FileWave channels?  PSEXEC to the rescue.

How

Assumptions made in the following:
1) You have download PSTools, and unzipped
2) That you launched a cmd prompt as a domain admin user (makes credentials issue easier to deal with)
3) That you have changed directory into the directory where PSTools is located

We'll start by simply connecting to the remote computer by name in an interactive PSEXEC shell:

psexec64 \\computername -h cmd

You'll end up in a shell like the below ('exit' will allow you to leave that shell)

image.png

Now, what's remarkable about this is that shell is running as your domain admin account, and you can do anything on it you can do from the command line.  This article isn't meant to be a Windows CLI primer, but the following are some examples of things we could do if we assume we have a device that isn't reporting in correctly:

  1. Check the FileWave Client Service: 
    • sc query filewavewinclient
      image.png
  2. Stop the FW Client Service 
    • sc stop filewavewinclient
  3. Restart the FW Client Service 
    • sc start filewavewinclient
  4. If the service won't start or stop, maybe we need to kill it forcefully by:
    1. Looking for the client process 
      • tasklist | findstr fwcld

      • image.png


    2. And then killing it by PID 
      • taskkill /PID 16264 /F

      • Note that this same procedure can be very helpful to clear up a misbehaving Windows Update agent.  When Windows Update hangs, the service itself usually won't stop.  Taskkill /SVC | find wuauserv will identify the proper task to stop to correct this.  (A reboot is also corrective for this, but onviously impacts the use of the device)

  5. Check the FW Client Log for entries from today 
    • type c:\programdata\filewave\fwclient\fwcld.log | findstr mm-dd
    • (where mm-dd is today's date such as 05-16)
  6. Get the IP of the workstation 
    • ipconfig
  7. Restart the device (which is obviously destructive to any existing user) 
    • shutdown -r -t 0 -f
  8. Determine if there are other users logged in 
    • quser
    • image.png
  9. Get the last boot time 
    • Get-CimInstance -ClassName Win32_OperatingSystem | Select-Object LastBootUpTime

    • image.png

Related Content

Using PsExec to Remotely Restart the FileWaveWinClient Service

What

Using PsExec to remotely restart the "FileWaveWinClient" Windows service allows you to remotely manage the FileWave client on Windows devices. This can be useful in situations where the client is not functioning properly and needs to be restarted in order to resolve the issue.

When/Why

There may be a variety of reasons why you would need to remotely restart the FileWaveWinClient service on a Windows device. Some common reasons include:

How

To use PsExec to remotely restart the FileWaveWinClient service, you will first need to download and install PsExec on the device from which you will be initiating the restart. PsExec can be downloaded from the Microsoft TechNet website (https://docs.microsoft.com/en-us/sysinternals/downloads/psexec ).

Once you have PsExec installed, you can use the following command to remotely restart the FileWaveWinClient service:

psexec \[remote device] -u [username] -p [password] net start "FileWaveWinClient"

Replace [remote device] with the hostname or IP address of the remote device, and [username] and [password] with the appropriate credentials for the remote device.

Related Content

Digging Deeper

In addition to using PsExec to remotely restart the FileWaveWinClient service, you can also use the "net" and "sc" command-line tools to query and change Windows services.

To query a service using "net", you can use the following command:

net start [service name]

This will display the status of the specified service.

To start or stop a service using "net", you can use the following commands:

net start [service name] net stop [service name]

To change the startup type of a service using "net", you can use the following command:

net start [service name] [startup type]

Valid startup types include: boot, system, auto, demand, disabled

To query a service using "sc", you can use the following command:

sc query [service name]

This will display detailed information about the specified service, including its status, startup type, and binary path.

To start or stop a service using "sc", you can use the following commands:

sc start [service name] sc stop [service name]

To change the startup type of a service using "sc", you can use the following command:

sc config [service name] start=[startup type]

Valid startup types include: boot, system, auto, demand, disabled

Keep in mind that you will need to have the appropriate permissions on the remote device in order to use these commands. You can also use PsExec to execute these commands remotely, as described in the previous section.

Understanding and Resolving Proxy Communication Issues in FileWave

What

This article addresses the common communication issues encountered with FileWave, especially when using proxy servers like Lightspeed, Securly, and others. These issues often arise during periods of high network traffic, such as the re-deployment of devices within an organization. This article is meant to offer one possible reason for devices behind proxies could experience communication issues trying to talk to the FileWave Server.

When/Why

Communication problems with proxy servers tend to happen more frequently during peak network traffic times, such as the summer months when educational institutions are re-deploying devices for the new school year. The problem can manifest either through the proxy server being unable to handle the increased load or through port exhaustion if all network ports are in use. Understanding when and why this occurs will aid in prevention and troubleshooting.

How

To alleviate communication issues related to proxy servers, follow these steps:

  1. Assess the Situation: Check if the proxy server is overwhelmed with traffic or experiencing port exhaustion. Look for signs such as slower response times or connection failures.

  2. Bypass Filtering for Apple Devices: For organizations utilizing Apple devices, it is essential to bypass filtering for the IP range 17.0.0.0/8 as per Apple's guidance. This will prevent inspection of Apple traffic, which could otherwise lead to problems.

    For example, you may configure this in your proxy settings:

    # Bypass filtering for Apple IP range
Allow 17.0.0.0/8

  3. Consider Additional Public IPs: If port exhaustion is an issue, contemplate adding an additional public IP to expand the available network ports.

  4. Monitor and Adjust: Continuously monitor the situation and adjust configurations as needed to ensure smooth operations during peak times.

  5. Work with FileWave Support: Bring any issues to Customer Technical Support so that you don't have to investigate alone. There may also be the possibility of a FileWave Server issue that needs to be resolved.

Understanding the underlying architecture of the proxy server, along with FileWave's communication protocols, can be instrumental in troubleshooting and resolving these issues. Being proactive by preparing the network for expected traffic surges and adhering to recommended practices (like Apple's guidance for bypassing filtering) can prevent these challenges from occurring in the first place. Regular monitoring and adaptive strategies will ensure a resilient and responsive network environment.

Related Links


Using PowerShell to Remotely Check the Windows FileWave Client Status

What

The FileWave Client on Windows is like any other software service...the service can be impacted by computer uptime, user interference, crashes, etc.  This article gives you a way to INDEPENDENTLY check that a list of devices has the FileWave Client, and it is in working order (or not).

When/Why

Will you need this frequently?  Unlikely, but all the same, it is a great tool for sweeping a network to look for devices and confirm the FileWave client (for Windows only).  The code here does make some assumptions about your environment, but those are called out below.

How

So, you think the FileWave client may be broken or missing on some endpoints?  Wouldn't it be great if you could verify that remotely rather than having to confirm the devices by hand.  The following allows you to do just that.

#import a list of computers
$mypath=$MyInvocation.MyCommand.Path
$mypath=Split-Path $mypath -Parent
try {
    $computers=Get-Content $mypath\computers.txt -ErrorAction Stop
} catch {
    #no computers.txt file found
    write-host "`nTo use this utility, a text file called computers.txt must exist in the same location as the script.  The file should contain one computer name or IP per line"
    break
}

foreach ($computer in $computers) {
    $online=$false
    try{
        #try to resolve the name
        $online = Resolve-DnsName $computer -quicktimeout -ErrorAction Stop
        $online = $true
    }catch{
        #Catching errors...machine offline
        $online= $false
    }

    if (!$online) {
        #device not online...show it in UI so that we see progress, but don't write it to the results file since it isn't actionable
        write-host "$computer, Not online"
    } else {
        #device online, so let's just see if the service is there
        $fw_service=""
        try{
            #Getting service ...sometimes device might not allow collection (if RPC is unavailable for instance)
            $fw_service = Get-Service -ComputerName $computer  -Name 'FilewaveWinClient' -ErrorAction Stop
            $fw_service=$fw_service.Status
        }catch{
            #Catching errors...no filewave service
            $fw_service="no"
        }

        if ($fw_service -eq "no") {
            #no need to look further since we either can't talk to RPC, or there is no FW service
            write-host "$computer, No FW Service or RPC unavailable" 
            Add-Content -Path $mypath\output.txt -Value "$computer, FW Needs Installed or RPC Unavailable"

        } else {
            #fw is there as a service, so let's return status, version, and server address            
            try {
                #using C$ share, which won't require winrm
                $TargetPath = "\\$computer\C$\Program Files (x86)\FileWave\fwcld.exe"
                $fw_version = [System.Diagnostics.FileVersionInfo]::GetVersionInfo($TargetPath)
                $fw_version = $fw_version.ProductVersion       
            } catch {
                #Catching errors
                $fw_version="version not readable"
            }

            #get fw server address from registry
            try {
                #read server address from registry
                #we need remote registry turned on to read, but we'll turn it back off
                #note this does not account for an environment where remote-registry is on by default...if so, comment out the remote registry lines
                Get-Service -ComputerName $computer -Name RemoteRegistry | Set-Service -StartupType Manual -PassThru| Start-Service

                $Reg = [Microsoft.Win32.RegistryKey]::OpenRemoteBaseKey('LocalMachine', $computer)
                $RegKey= $Reg.OpenSubKey("SOFTWARE\\WOW6432Node\\FileWave\\WinClient")
                $fw_server = $RegKey.GetValue("Server")

                #turn remote registry back off
                Get-Service -ComputerName $computer -Name RemoteRegistry | Set-Service -StartupType Disabled -PassThru| Stop-Service
                
            } catch {
                #Catching errors...no registry
                $fw_server="server address not readable"
            }

            #write the output
            write-host "$computer, $fw_service, $fw_version, $fw_server"
            Add-Content -Path $mypath\output.txt -Value "$computer, $fw_service, $fw_version, $fw_server"
            
        }
    }
}

Assumptions made in the above code:
1.  There is a text file called computers.txt in the same location as the Powershell script
2.  That computers.txt file contains a computer name or IP per line (name is better if you have dynamic DNS)
3.  That the Powershell itself is running from a Domain Admin account...this avoids any credential related issues
4.  It is assumed that WinRM is not enabled in your environment (if it is this code could easily be made more elegant)

Note that this script could easily be modified to look at other services, to authenticate differently, and to take remediation.  As provided, it simply provides a list of results of device name, FW service status, FW client version, and FW server address assigned.  All very useful information for troubleshooting.  PSEXEC is highly recommended for taking corrective action.

Related Content

Digging Deeper

If you want a resource to pre-sweep the device list for devices that are online separately, you can use the following.  A refined list will just make the above script run a bit faster.

#Let's just look for a list of devices online

#import a list of computers
$mypath=$MyInvocation.MyCommand.Path
$mypath=Split-Path $mypath -Parent
$computers=Get-Content $mypath\online_test.txt

foreach ($computer in $computers) {
    $online=$false
    try{
        #try to resolve 
        $online = Resolve-DnsName $computer -quicktimeout -ErrorAction Stop
        $online = $true
        write-host $computer
    }catch{
        #Catching errors...machine offline
        $online= $false
    }
}

When does the inventory client run scans?

Inventory

The FileWave Client runs an inventory scan at startup, every time you execute a verify on the client, and every 24 hours.



Troubleshooting Deployment Issues with the FileWave Upgrade Fileset

If you’re experiencing issues deploying the Upgrade Fileset to devices, the resolution steps depend on the target operating system.

macOS Deployment

Issue: Devices show that the latest FileWave Client is not installed despite deploying the Fileset.
Solutions:
1. Reinstall on Selected Devices:
2. Alternatively, you can Redeploy the Fileset:
Cause:
This issue occurs due to the Privacy Preferences Profile (v3) required for the FileWave Client. The profile must install first, but it cannot complete until the FileWave Client is deployed. Redeploying ensures proper installation order.

Note: This should be a one-time occurrence unless a new profile is required with a major macOS update post-Sequoia.

Windows Deployment

Issue: Errors occur when deploying the Fileset due to improper extraction during setup.
Solution:
1. Remove and Recreate the Fileset:
2. Redownload and Extract the Fileset:
Verification:
After importing the Fileset, ensure its contents are correctly displayed in FileWave.
Examples:
Broken Example:

• Windows fileset: The extracted folder contains only a single ~Upgrade_Fileset_for_Windows.fileset folder containing unusable files.

image.png


Working Example:

• Windows fileset: The extracted folder includes only the temp folder, containing scripts/MSI required to update the Client, which is imported into FileWave as the Fileset.

image.png


By following these steps and verifying with the examples, you can ensure successful deployment of the FileWave Upgrade Fileset. If further assistance is needed, please contact FileWave Support.