Desktop and Laptop Options (DLO) MAC Agent troubleshooting guide

Desktop and Laptop Options (DLO) MAC Agent troubleshooting guide

Article: 100032461
Last Published: 2023-03-22
Ratings: 1 0
Product(s): Desktop Laptop Option


DLO Agent on a MAC does not connect to the DLO Admin Server or other issues with the MAC DLO Agent that requires log gathering.

If the DLO Agent on the MAC does not connect to the DLO Admin Server the following error can appear:

Error Message

Unable to connect to Media Server


The MAC Client should be able to Telnet to the DLO Admin Server. The default port is 1433.  

Below is an example of a successful connection.
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This step should be performed by using both IP address and Netbios name of the DLO Admin Server.

If it fails when trying to telnet using the Netbios name but works with IP address make sure that DNS is setup properly. If it fails for both tests make sure that TCP/IP protocol is enabled for the DB instance, and the port number is set correctly.

In newer MAC OS versions, telnet is not included with the OS, but a Windows client could be used to telnet to the server port 1433 to confirm that it is open.  In some environments telnet could be blocked and not provide the information needed to show that port 1433 is open.

The following command can be run from a CMD prompt on the DLO Database Server.
netstat -nao | findstr "1433"

This should show if there is a connection to the DB Server on port 1433.

The following string should be visible in the results.

TCP     [::]:1433     [::]:0     LISTENING     1308

The 1308 example above is the Process ID (PID) from a sqlserver.exe process and will not be the same in all environments. This PID can be found via task manager.

Irrespective of the firewall state in the DB server (i.e. ON or OFF), the administrator must enter the DB port in SQL Server Configuration Manager > SQL Server Network Configuration > “Protocols for <Instance name>” > TCP/IP Protocol Settings > TCP Port.

If the firewall is ON in the DB server, then this port should also be included in the firewall exception list.

Note: The default DB port is 1433.

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If this still does not resolve the issue Client logs will need to be gathered and reviewed.

Gathering Logs

Note: The DLO folders are hidden and the first step that can be done is to un-hide the folders to make it easier to get to the MAC DLO Agent log files.
  • Click on Terminal and run the following command to turn off hidden files and folders.

​ defaults write AppleShowAllFiles YES

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After running this command all hidden files and folders will be visible.
  • On Finder menu, click on Go then Go to Folder.
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  • In this example it is starting with the current users folder that is logged in.
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Since hidden files and folders should now be visible, browse to the /Users/UserName/ .Applications/Veritas/DLO/.settings folder.
The files that end with .log extension are the files created when the DLO Agent is launched. Those are the files that should be gathered for troubleshooting.
  • The AgentConfiguration.plist file should also be viewed to make sure of accuracy. This file will have the DLO Admin Server name or IP address as well as the Port number. This can be edited to change the server name to IP as well as the port number if the default port is not being used.  This file should also be gathered if the case needs to be advanced.
  • Once all logs are gathered, the MAC system can be set back to not show hidden files by running the following command in a Terminal Window:
​​​ ​ defaults write AppleShowAllFiles NO

If the issue is not resolved please refer to the article 100033357.

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