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Connect for macOS v3+ Troubleshooting

Updated
This article is intended for IT support. 

Warning: JAMF Users

You must turn off built-in MacOS parental control settings in the JAMF payload if your school uses Linewize for filtering. The JAMF payload setting can disrupt filtering.

This article discusses some basic troubleshooting steps if you have trouble deploying Linewize Connect for macOS v3, such as:

  1. The profile not pushing out correctly.
  2. Incorrect configuration profile.
  3. Difficulty deploying the app proxy.

 

Step 1: Confirm that the agent has been installed

  • On the user’s macOS device, go to the Applications folder.
  • Check that the agent has been installed. If so, also confirm if there is a Family Zone folder.
  • If you can’t see the app in the Applications folder, try searching for it.
  • If you still can’t find the app, restart the MacBook.
  • If the app doesn’t appear on restart, attempt to redeploy the Linewize Connect for macOS v3 through your Mobile Device Management (MDM) platform or run the installer manually.
  • If the problem persists, proceed to step 2.

 

Step 2: Check that the configuration profile has been installed (for MDM deployments)

  • MDM deployments require the configuration profile. To verify this, on the user’s macOS device, go to Settings > Profile. Check that the configuration profile has been installed.

  • If you don’t see the profile, check that your device is in scope for the configuration profile for the Connect for macOS v3. Then attempt to deploy the Linewize Connect for macOS v3 again.
  • If you see the profile but still having problems, proceed to step 3.

 

Step 3: Confirm the Network Settings are Correct

  • On the macOS device, go to Settings > Network. Check that the following are available:
    • The FZ DNS Proxy should be Running.
    • The FZ App Proxy should be Connected. If the status is Not Connected, check whether the user is enrolled by going to the Family Zone tray app. If the user is enrolled, submit the diagnostics logs to Linewize Support.
    • The Family Zone Proxy should be Not Connected.

  • If the Network Settings are not correct:
    • Check that the user is enrolled by going to the Family Zone tray app on the macOS device.
    • You should see the user's name and your Linewize Filter Device name.

  • If the Network Settings are correct, but the issue persists, proceed to step 4.

 

Step 4: Check that the system extension is installed

  • On the macOS device, go to Terminal and run the command: sudo systemextensionsctl list
  • You should see the following:

  • If the system extension is not installed, try reinstalling it again.
  • If the system extension is installed but the problem persists, proceed to step 5.

 

Step 5: Check the filtering mode

  • On the macOS device, open a browser and go to the Diagnostics page (127.0.0.1:5770).
  • Check Filtering section to see if the Connect app is filtering.

  • If it’s not filtering (as shown in the image above), check that Linewize Filter is configured correctly.
    • Go to Configuration > Mobile Agent.
    • On the Off Linewize Filter Network section, ensure the Filtering Enabled checkbox is ticked.
  • If the problem persists, proceed to step 6.

 

Step 6: Restart the System Service

  • On the macOS device, go to Terminal and run the command:
    sudo /Applications/FamilyZone/MobileZoneAgent/bin/fc-system-service_darwin-amd64 --service restart
  • If the problem persists, proceed to step 7.


Step 7: Submit diagnostic logs

  • On the macOS device, go to Terminal and run the command:
    sudo /Applications/FamilyZone/MobileZoneAgent/bin/fc-system-service_darwin-amd64 --service log --level debug
  • Wait five minutes, then open the Family Zone tray app (the user should be enrolled)
  • Select the Gear icon.
  • Select Submit Diagnostics.
  • Contact Linewize Support.