Mac Agent Installation

Applies to: Mac Agent Version 10.0.x
Article No: 18579435297559

For a list of Mac operating systems supported and recording capability, see Mac Support.

IMPORTANT: Add these exclusions to the installed antivirus program BEFORE downloading and installing the agent. If you have trouble with antivirus while installing a Mac agent, contact Support.

 Download and install the Mac Agent

From the endpoint device or to download at your computer, log in to Veriato Vision and go to Admin | Download Agents. The Add Agents wizard opens.

1. 1. Select Agent the Mac Agent.
      
   2. Antivirus.
      Copy and paste the folders and files to exclude and add them to the antivirus, anti-malware or other program at the endpoint device or to your managed antivirus policy. Refer to Antivirus Exclusions - Mac. Some antivirus programs require selecting the folders or files to exclude. In this case, you will have to install the agent first, select the folders, and then reinstall with the exclusions set. Press Next.
      
   3. Download the Mac Agent installer.
      Press the Download button to download a *.zip file. Save the file on your computer. Press Next. 
      
   4. Finish the wizard.
      Read the notes and follow instructions to license the user who logs in so that agent recording can begin.
      
   5. Unblock the downloaded file
      Before moving the file from one computer to another, take steps to "unblock" it.  
       Right-click on the downloaded .ZIP file. 
      Under the General tab, find Security and check Unblock.
   6. Move the .ZIP file to a location where you can access it from the Mac. 
      Double-click to extract the file contents. Your extracted folder should contain:
      A1InstallerDataMac.zip
      Install.sh
   7. Give the Mac "Terminal" full disk access.
      Because you will install from the terminal, it requires access.
      1. Click on the Apple icon in the top left of the menu.
      2. Select System Preferences and Security & Privacy. 
      3. Select the Privacy tab.
      4. Select Full Disk Access from the sidebar.
      5. Click the padlock icon at the bottom of the pane and enter admin credentials to unlock the settings.
      6. Add the Terminal app. Click the [+] button at the bottom of the list on the right and navigate to Terminal's location (in Macintosh HD/Applications/Utilities).
      7. Check the checkbox next to Terminal. Relock the padlock.

   

   8. Open the "Terminal" at the Mac. 
      Use cd to navigate into the extracted folder.  
      When you type ls, you should see the above .zip and .sh files.
   9. Enter this command and press the Return key:
      sudo sh install.sh
      or
      sudo bash install.sh
      
      You are prompted for the administrator-user password for this device. Type it and press Return.
   10. Wait as the script installs the agent.
       You will see the script run in the Terminal. The install.sh script uses the A1InstallerDataMac.zip file to install the recorder agent. There are no prompts. At the end of the script, the Mac restarts to complete the installation. 
       IMPORTANT: Follow the next steps to allow agent recording.

   Adjust Mac settings to allow agent recording 

   After installing the agent, before leaving the endoint device, make the following changes at the endpoint device to allow the Mac agent (known as Helpdesk or just Agent ) to record events. The endpoint's Mac OS version may show screens slightly different from these. You may notice a message saying that Helpdesk wants to open. Allow it (the agent) to start.

   1. 1. Open System Settings (System Preferences).
         Tip: Use the System Settings Search, if necessary, to find the appropriate locations referenced below.
      2. In System Settings, navigate to General > Login Items. 
         "Open at Login" lists all items automatically running on login.After the agent is installed, Veriato, Inc., is added to the Allow in the Background list. Click to switch ON this permission.

   If Helpdesk (the agent's app name) does not appear under "Open at Login," you'll need to find it and drag it in.

   • Keep this window open and open a new Finder window.
   • Navigate to the /Usr/local/sps directory and drag Helpdesk into the Login Items table

   

   1. 2. Open System Settings > Privacy & Security.
         Open Privacy & Security (or Security & Privacy). Use your Admin credentials to Unlock the panel. Select the Privacy tab.  
      3. Select Accessibility.
         In the right pane, switch ON both Agent and Helpdesk to enable access to this Mac. 
         
      4. Select Full Disk Access.
         In the right pane, check Helpdesk.
         
      5. Select Files and Folders.
         In the right pane, check Helpdesk.
         
      6. Select Screen Recording.
         In the right pane, check Helpdesk.
         
         Lock the Privacy & Security panel and exit System Preferences.

   Enable Mac Agent browser extensions

   Chrome Extension 

   The agent uses browser extensions to capture and return web events. Enable the installed extension in Chrome.

   1. 1. At the endpoint Mac, open the Chrome browser.
      2. Select Settings and Extensions.
      3. Find the Content Provider extension. This is the Veriato extension that enables recording. Switch ON the extension.
         

   Safari Extension 

   The agent installation attempts to enable the Safari extension. Check it to make sure it is enabled and can return web events in Safari.

   1. 1. In the Safari web browser go to Settings | Extensions. 
      2. Check the box to enable the Content Provider  extension.
         Verify enabling the extension by pressing Turn On.
         
   2. When the extension is on, web events will be recorded in Safari.

   Firefox Extension 

   Check Firefox extensions to make sure the Mac Agent extension is enabled and can return web events in Firefox.

   1. In the Firefox web browser go to Extensions. 
      Extensions may be accessible from a puzzle icon on the top bar or accessed via the bars menu.
      1. Following agent installation, the extension Content Provider should appear. Check the box to enable the Content Provider  extension.
      2. When the extension is on, web events will be recorded in Firefox.

   Uninstall Mac Agent version 10.0.x

   To uninstall the agent from an endpoint: .

   1. Contact Support and request the Mac Uninstaller.
      Support will provide you with the Uninstaller and your Uninstaller token phrase.
   2. Copy the Uninstaller and token phrase to the endpoint device.
      You will run the Uninstaller with the token phrase as the passphrase.
   3. Open a Mac Terminal to run the Uninstaller with the token phrase.
      For example (your token phrase will be different):
      sudo /Users/admin1/Desktop/MacUninstaller xyzfulltokenphraseG8uruqA=="
      Press Return.
   4. The agent is uninstalled and the device restarts.
   1. Use your Hotkey combination on the endpoint device.
      On the Admin | Company Account page, find your Hotkey Sequence. Login to the Mac device and press the hotkeys. Alternatively, download the Mac installer again and choose the Uninstall option.
   2. Select the Shutdown option to stop recording. 
      You can return to the device and restart recording later.
   3. Select the Uninstall option to uninstall the agent. 
      The user and device remain in your database. Data is accessible until the end of your Data Viewing Period.
   4. Confirm the uninstall.
      Click OK on the confirmation message. When a message displays "Uninstall Successful," click OK. The agent is uninstalled.

   Recording begins when:
   (1) The agent installation is complete and the device restarts.
   (2) An end-user logs in.
   (3) The installed agent reports the device and user name to the Veriato Vision server.
   (4) An Veriato Vision Admin assigns the "Unassigned" user to a group (or assigns a Recording Policy directly to the user).
   (5) The agent receives the Recording Policy from the server.

   Updated: 10/26/2023