Ensuring your macOS endpoints are properly secured begins with a seamless deployment of the VIPRE Cloud Agent. While the installation process is designed to be straightforward, local environment settings or file handling errors can occasionally disrupt the connection between the agent and your console.
This guide provides essential troubleshooting steps to help you identify and resolve common installation and registration hurdles, ensuring your Mac fleet is protected without delay.
Troubleshooting
If you encounter issues during the installation process or find that the agent is failing to connect to the console, please review the following requirements:
1. Verify the Installation File Name
It is critical that the downloaded installation file remains unaltered.
- The Token: The filename contains a unique alphanumeric token specific to your instance of VIPRE Cloud
- The Impact: This token is required for the agent to successfully register with your VIPRE Cloud console
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The Fix: If the file was renamed (e.g.,
VIPRE_Agent(1).pkg), delete it and download a fresh copy from the console, ensuring the name remains exactly as provided
2. Check Network and Firewall Permissions
A successful connection requires an open path between the macOS endpoint and VIPRE’s cloud infrastructure. If the agent installs but stays "Offline":
- Ensure your organization’s firewall isn't stripping the registration token or blocking the agent's outbound communication
- Verify that your network configuration allows traffic to the necessary VIPRE servers
- Consult your network administrator to allowlist VIPRE-related domains and ports, then attempt the installation again