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Connect for macOS v3+ Troubleshooting

Updated

  Warning

If your school uses JAMF and Linewize for filtering, you must turn off the built-in macOS parental controls in the JAMF payload. The JAMF payload setting can disrupt filtering.

This article provides basic fixes for common issues with deploying Linewize Connect for macOS v3, such as:

  • Profile not pushing out correctly.
  • Incorrect profile configuration.
  • Difficulty with deploying the app proxy.

Step 1: Confirm that Connect for macOS has been installed

  1. Check if Connect for macOS is in the device's Applications > Family Zone folder.
  2. If you can’t see Connect for macOS in the Applications > Family Zone folder, find it using Search.
  3. If you still can’t find Connect, restart the device.
  4. If Connect for macOS doesn’t appear after restarting, try redeploying Connect for macOS v3 through your Mobile Device Management (MDM) platform or run the installer manually.
  5. If the problem persists, proceed to Step 2.

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

MDM deployments require a configuration profile. To verify this, open the device’s Settings and go to General > Device Management > Profile. Check that the configuration profile has been installed.

Image 1: Configuration Profile on the device.
  1. If you don’t see the profile, check that your device is in scope for the Connect for macOS v3 configuration profile. 
  2. Redeploy Connect for macOS v3.
  3. If you see the profile but still have problems, proceed to Step 3.

Step 3: Confirm that Network Settings are Correct

  1. On the macOS device, go to Settings > Network > Filters. Check that the following are available:
  • FZ DNS Proxy - Running (only when the device is enrolled and WEB Filtering Mode is turned on).
  • FZ App Proxy - Connected (only when the device is enrolled and WEB Filtering Mode is turned on). If the status is Not Connected, open the Connect for macOS menu bar icon and confirm that the user is enrolled. If the user is enrolled, submit the diagnostics logs to Linewize Support.
  • The Family Zone Proxy should be Not Connected.
Image 2: Network settings for the proxy.
  1. If the Network Settings are not correct:
    1. Check that the user is enrolled by going to the Connect for macOS menu bar icon.

    2. You should see the user's name and your Linewize Filter Device name.

      Image 3: User's name and your Linewize Filter Device name showing in Connect.
  2. If the Network Settings are correct but the issue persists, proceed to Step 5.

Step 4: Allow screen recording 

  1. Go to System Settings > Privacy & Security > Screen & System Audio Recording.
  2. Under Screen & System Audio Recording, ensure the toggle is turned on for Connect for macOS. 

  Note

teps may vary depending on the macOS version used. Always refer to Apple’s documentation for screen and audio recording.

Step 5: Check that the system extension is installed

  1. On the macOS device, open Terminal and run the command: 
    sudo systemextensionsctl list
  2. You should see the following:
Image 4: System extension showing turned on in Terminal.
  • If the system extension is not installed, try reinstalling it.
  • If the system extension is installed but the problem persists, proceed to Step 6.

Step 6: Check the filtering mode

  1. On the macOS device, open a browser and go to the Diagnostics page (127.0.0.1:5770).
  2. In the Filtering section, check if Connect for macOS is filtering.
Image 5: Filtering section on the Diagnostics page.
  1. If it’s not filtering (as shown in the image above), check that Linewize Filter is configured correctly.
    1. Go to Configuration > Mobile Agent.
    2. On the Off Linewize Filter Network section, ensure the Filtering Enabled checkbox is selected.
  2. If the problem persists, proceed to Step 7.

Step 7: Restart the System Service

  1. On the macOS device, open Terminal and run the command: 
    sudo /Applications/FamilyZone/MobileZoneAgent/bin/fc-system-service_darwin-amd64 --service restart
  2. If the problem persists, proceed to Step 8.

Step 8: Submit diagnostic logs

  1. On the macOS device, open Terminal and run the command: 
    sudo /Applications/FamilyZone/MobileZoneAgent/bin/fc-system-service_darwin-amd64 --service log --level debug
  2. Restart the Connect service with the command: 
    sudo /Applications/FamilyZone/MobileZoneAgent/bin/fc-system-service_darwin-amd64 --service restart
  3. Wait for five minutes, then open the Connect tray app (the user should be enrolled).
  4. Select the Gear icon.
  5. Select Submit Diagnostics.
  6. Contact Linewize Support.