Troubleshoot the Atera Agent (Mac)

In case you encounter issues with Agent Installation on Mac devices, please check the following: 

• Mac OS version is High Sierra (10.13) or above.

Note: At the moment, we do not support macOS Big Sur and Macs with M1 processors. 

Allow outbound traffic over port 443 (TCP) in the Anti-Virus, Firewall and Proxy server.

List of servers that the agent is communicating with:

1. pubsub.atera.com
2. pubsub.pubnub.com
3. agentreporting.atera.com
4. getalphacontrol.com
5. app.atera.com
6. agenthb.atera.com
7. packagesstore.blob.core.windows.net
8. ps.pndsn.com
9. agent-api.atera.com
10. cacerts.thawte.com
11. agentreportingstore.blob.core.windows.net
12. atera-agent-heartbeat.servicebus.windows.net

Potential software / devices for blockage:

• Anti-Virus - Add Atera's application into the Antivirus whitelist. 
• Accessibility - Allow the Atera agent in System Preferences > Security & Privacy > Accessibility
• Firewall - In some networks https traffic is blocked. Make sure to add a rule to allow https traffic from LAN to WAN (Atera address: agent-api.atera.com).
• Proxy - Proxy / Web-filtering is very common and can also be an obstacle to stable agent behavior. Make sure to permit outbound traffic (443) and file extensions; ZIP & EXE from our website (Atera address: agent-api.atera.com).
• Geo-blocking - As an example, SonicWall routers are well known for their Geo Blocking features.
• Permit content traffic in addition to TCP (443 ) traffic
• Accessibility: Allow the Atera agent in System Preferences > Security & Privacy > Accessibility

Additional Troubleshooting

If an Atera agent was previously installed, and then removed, through a different account, it is necessary to do a full clean up before installing the new agent.

To do a full clean up, use this command:

cd "/Library/Application Support/com.atera.ateraagent"

sudo sh uninstallScript.sh