Addigy's LiveTerminal will allow you to create tunneled SSH sessions directly to your devices. To learn more about how the Addigy LiveTerminal works, check out our article: Overview: LiveTerminal
This article will go over some general suggestions you can take to troubleshoot issues with LiveTerminal.
Directory
Reinstalling LiveTerminal
There are many cases where a LiveTerminal reinstall is a good idea. This section will be referenced throughout the article given its common use.
To reinstall LiveTerminal, run each of the commands independently on the device. You will want to wait about 2-3 minutes between running each command to ensure it has time to complete.
/Library/Addigy/go-agent policier install install-ssh
/Library/Addigy/ssh -install
Missing LiveTerminal Icon
1 - Ensuring the integration is properly enabled
To ensure the integration is properly enabled, you want to first review your Account > Integrations page in Addigy and verify LiveTerminal is enabled, like so:
Once you have verified that, also make sure that the relevant policies of the device(s) encountering this issue have LiveTerminal enabled at the policy level. LiveTerminal can be enabled/disabled at the policy level by going to Policies > (your policy) > Integrations & Settings > Remote Control.
Per the sub-text under the enable/disable slider and our inheritance KB article, if the target device is in a child policy, you will want to enable LiveTerminal in the parent policies as well.
2 - Verifying the agent is communicating
If you notice that the icon is missing on a newly enrolled device, that device may have encountered some issues when installing our agent. To verify the agent is intact, please reference this article:
FAQ: Troubleshooting Agent Connection Issues (macOS)
3 - Reinstalling LiveTerminal
Instructions for reinstalling LiveTerminal can be found at the top of the article: Reinstalling LiveTerminal
General Connection Issues
1 - Ensuring Addigy is not being blocked
It's evident that LiveTerminal is being blocked when there is an immediate failure when establishing the connection. If the initial connection were to hang and then fail, it's more likely the device is unable to complete the request. In any case, it's best to ensure Addigy's ports are whitelisted in any software tool that can interfere with network traffic. Complete Port Usage for Addigy
2 - Connections Hanging
If you are encountering behavior where you attempt to connect to a device via LiveTerminal but it just hangs (and inevitably fails), this means that the device likely isn't receiving our request.
First, we recommend verifying the agent is communicating, as mentioned in the section above.
If the agent is communicating and you can perform general actions on the device such as running commands, try reinstalling LiveTerminal.
If neither of these steps resolves the issue, please try the workflow below.
3 - Restoring the /etc/hosts file
The below error is generally stating that the connection couldn't be made. There are several reasons why this error may occur, and one is a bad hosts file.
There are scenarios where the hosts file is not the issue, so we recommend consulting the above troubleshooting steps first.
To restore the /etc/hosts file on a device, you will want to run the below script on the affected device(s). We advise that a backup of the hosts file is made just in case the changes need to be reverted.
#!/bin/bash
echo "##
# Host Database
#
# localhost is used to configure the loopback interface
# when the system is booting. Do not change this entry.
##
127.0.0.1 localhost
255.255.255.255 broadcasthost
::1 localhost" > /etc/hosts
If you are still having issues with LiveTerminal, please reach out to our support team and mention this article as it will help speed up the troubleshooting process.