I'm having trouble getting Mac Audit to work. What should I check for?

Basic Mac Audit Troubleshooting

NOTE: Track-It! Mac Audit support for Mac OS versions 10.10 Yosemite, 10.11 El Capitan, 10.12 Sierra, and 10.13 High Sierra is available in Track-It! 11.4 SP1 (11.4.1.558). Earlier versions of Track-It! do not support auditing of those Mac OS versions. Auditing of Mac OS version 10.9 Mavericks and earlier is no longer supported.

If you are on Track-It! 11.4 SP1 it is best to ensure that you have this latest Mac Audit Installer Package (V5) on your Track-It! server, as we have made some small adjustments to the original that was released with 11.4 SP1. Please see this article:

How to download and install the latest updated Mac Audit Installer Package on the Track-It! Server

Once you have the latest installer version on your server, here are the installation instructions to install Mac Audit on your Macs:

Installing Mac Audit (Mac OS 10.2 and Higher)

Below are some basic troubleshooting steps.

If you get an error simply trying to install the package on a Mac, go to Track-It! Technician Client's Administration Console, and verify under Configuration -> Inventory -> Auditing -> Macintosh Settings -> Install Packages that the User Name and Password are correct, and that they exist as an Administrator ID on the Macintosh machine. If the credentials are correct, the user exists as an Administrator ID on the machine, and the package still generates an error on installation, try removing and recreating the ID on the Macintosh machine having the issue.

Assuming that a Mac Audit package has been created and installed on a Mac, and the Mac has been restarted as prompted, an Audit should have run on the Mac. The following steps assume that you have installed the package on the Mac and restarted it, but no Inventory record for the Mac has been added to Track-It!.

1. Merge is not automatic. After an Audit runs on the Mac and it is sent back to the Track-It! server it must be merged before it will appear in Inventory. Try a Merge Now.

2. On the Macintosh machine having the issue, open System Preferences, Network and look at Search Domains. Verify that your network domain name is populated in the format domainname.com. For example gmail.com.

3. The audit may not run if Mac File Vault is enabled. Check to see that Mac File vault is not enabled on the Mac.

4. Mac Audit respects the settings in Manual Audit Restrictions at the time when the mac Audit Package is created, so make sure that something like “Limit the number of times the audit can run each day” or “Select the days each week that audit should run” was not enabled when you created the package, affecting your results.

If you believe that that may be the case:

1. Remove \ uninstall the package from the Mac.
2. Adjust the Manual Audit Restrictions in Technician Client appropriately.
3. Create a new Mac Audit package.
4. Install it on the Mac.

 
5. Make sure that you are using TCP: Audit Server for Server Type in the Audit Settings, and that the IP Address is that of your Track-It! server, and that ports 6712 and 6711 are set as below.



6. The Auditing \ Macintosh Settings must be correct when the package is created, and the Mac must be able to Telnet to the Audit Server (Track-It! Server) on port 6712 using the same IP address that is used in the Audit settings.

To do a Telnet test, open a Terminal session on the Macintosh. Type the following where the IP address is the IP address of your Track-It! server (the same that you have configured in the Macintosh Settings) followed by a space and then the port number, 6712:

Telnet 192.168.0.18 6712 (replace the IP address with your Track-It! server IP address)

7. There is a shortcut to the Mac Audit Log files on the Mac at Library/Application Support/Track-It!/Mac Audit/Logs. The Installer logs can help with installation issues, and the Mac Audit.log may help with Audit issues. Take a look for anything obvious.

If you have verified everything else and need assistance, please capture:

1. The Mac Audit Log files on the Mac at Library/Application Support/Track-It!/Mac Audit/Logs. The Installer logs can help with installation issues, and the Mac Audit.log may help with Audit issues.
2. The auditcfg.ini from the Mac, at Library/Application Support/Track-It!/Mac Audit/.

Then contact our support team, or attach them your open case.