Synergy Mac Agent - Troubleshooting

This guide is designed to help you identify and resolve common issues that may arise while using the Synergy Mac Agent. By following the troubleshooting steps provided in this documentation, you can quickly diagnose problems, find solutions, and ensure a smooth experience with the Synergy Mac Agent.

Table of contents

Log locations

• AgentUI: /Users/{user}/Library/Logs/GVClient.AgentUI

• AgentEngine: $HOME/GVClient.AgentEngine.MacOS/Logs

• Installer log: /var/log/install.log

Common issues

Agent not showing up in menu bar

• Check if the Agent is running:
  launchctl list | grep "com.gvclient.agentui"
  If no instance was found then start the Agent:
  launchctl load /Library/LaunchAgents/com.gvclient.agentui

• Try to restart the Agent:
  launchctl unload /Library/LaunchAgents/com.getvisibility.agentui
launchctl load /Library/LaunchAgents/com.getvisibility.agentui

• Check system preferences: Go to System Preferences > Dock & Menu Bar, and ensure that the Agent is not disabled or hidden. If the Agent is listed there, toggle the visibility settings to see if the icon appears.

If none of the above steps resolve the issue, try to uninstall the agent completely and then reinstall it.

Agent icon is grayed out

• Make sure you can reach the cluster, e.g. try to visit https://path.to.cluster.com/ui/en-US/

• Make sure .NET Framework is installed on the affected machine - https://learn.microsoft.com/en-us/dotnet/core/install/how-to-detect-installed-versions?pivots=os-windows#check-runtime-versions

• Make sure the AgentEngine is running:
  launchctl list | grep "com.getvisibility.agentengine"
  If no instance was found then start the hub:
  launchctl load /Library/LaunchAgents/com.getvisibility.agentengine

• Try to restart the AgentEngine:
  launchctl unload /Library/LaunchAgents/com.getvisibility.agentengine.plist
launchctl load /Library/LaunchAgents/com.getvisibility.agentengine.plist