Macintosh Installation and Troubleshooting Guide

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1 Remote Access Services Apple Macintosh Clients - Installation and Troubleshooting Guide Version 2.1 February 19, P age

2 TABLE OF CONTENTS 1 MACINTOSH MINIMUM REQUIREMENTS REMOTE ACCESS INSTALLATION INSTRUCTIONS Java Installation Directions for Mac or Higher Java Installation Directions for Mac or Lower Remote Access Installation Directions TROUBLESHOOTING ISSUES ON MACINTOSH PLATFORMS General Troubleshooting Suggestions Issues and Resolutions Java does not work or has stopped working on Mac OS X or earlier Why can t I use Chrome on my Mac? Java Failed or Java Unavailable message Gateway Fingerprint Verification Failed Safari does not work with remote access Checking Kernel Mode (32-bit or 64-bit) Booting One-Time into 32-bit Kernel Mode in Mac OSX Changing the Kernel Boot Mode in Mac OSX P age

3 1 Macintosh Minimum Requirements For the latest minimum hardware and software requirements please refer to 2 Remote Access Installation Instructions CPS OWNED COMPUTER - Test your access from the CPS Network first Users are expected to test the Remote Access install procedures on their CPS-owned computer during normal business hours from within the CPS network. You will need to connect your computer to the CPS network using a network cable or connect to the wireless network. If an issue arises, please call the IT Service Desk at , option 9. Please close all the open applications before proceeding with CPS Remote Access Client Installation. 2.1 Java Installation Directions for Mac or Higher Step 1 Open your favorite compatible browser that you will use for connecting to the CPS remote access system. The browser must support Java and conform to the minimum requirements as noted in section 1. Step 2 Browse to Step 3 Locate the Mac OS X section (outlined in red below). To begin the Java installation click on the Mac OS X link (outlined in green below). Read and follow the installation instructions by clicking on the Instructions link (outlined in yellow below). 3 P age

4 Step 4 Test your Java installation by visiting the site If you see your Java version, operating system, and Java architecture then Java is working correctly. If you are having trouble click on the Mac Download FAQ link (shown in the previous picture). You can also find the Mac Download information at Once you have successfully tested Java applets please proceed to the Remote Access Installation Directions section. 2.2 Java Installation Directions for Mac or Lower If your Mac OS X operating system is or lower you have several options. The first and recommened option is to upgrade your Mac OS X operating system to or later. This option is recommended because eventually the older operating systems will be phased out and no longer supported when connecting to the Remote Access system. In addition, the newer versions contain numerous security fixes and enhancements. If you are unable to upgrade, for whatever the reason, the following instructions will assist you (provided that you are still using a supported operating system as noted in Section 1). 4 P age

5 Step 1 Open up a browser and visit the site for the Java download file. If you already have Java, you may just need to re-enable Java and canskip to step 6). Step 2 Download the application s.dmg file. Note:often the icon will end up on your desktop. Step 3 Double-click the.dmg file to open it up. Another new icon with a name similar to the.dmg file will appear on your desktop. Step 4 If a new finder window doesn t automatically appear, double click on the new icon that has appeared on your desktop. A finder window will appear. Step 5 Locate your application s icon within this new finder window. Drag and drop it into your Applications directory. Step 6 After installation you need to enable Java applets, to do this, click on Go, and then Utilities in Finder. Step 7 Double-click on the Java Preferences icon. 5 P age

6 Step 8 Double-click on the Java Preferences icon. Step 9 In the General tab, place a check in the box labeled Enable applet plug-in and Web Start Applications. 2.3 Remote Access Installation Directions Step 1 Open Safari or Firefox web browser and enter in the browser address bar. You will be redirected to This guide will demonstrate the setup using the built-in Safari browser. Other browsers may be slightly different. 6 P age

7 Step 2 You may be prompted to Trust the scanner applet. Click Show Certificate. Step 3 Check the box for Always trust these certificates so you are not prompted on your next connection. Click Trust. 7 P age

8 Step 4 The scanner will begin scanning your machine for harmful software. Step 5 - Scan Results Pass / Fail Once the security scan has completed, you will be presented with the results of the scan. 8 P age

9 In the event the security scan failed, proceed to Step 6; if your machine passed the scan proceed to Step 7. Step 6 Security Scan Failed In the event the security scan failed you must resolve the issues presented on the screen. Otherwise, you will be unable to use the Remote Access solution. The harmful software identified from the security scan includes hyperlinks that provide suggestions for removing the offending piece of malware. ATTENTION: If your machine has failed the security scan please proceed with the following steps based on the machine type: If the machine is a CPS-owned laptop or desktop. If the security scan has failed on your CPS machine follow the instructions provided when the security scan failed. If you continue to have difficulty resolving the issues identified on the security scan, contact the IT Service Desk at , option 9. If the machine is your personal laptop or desktop: If the security scan has failed on your personal laptop follow the instructions provided when the security scan failed. If you continue to have difficulty resolving the issues identified on the security scan, please locate a technical support resource to assist you in finding a solution. Step 7 If no issues are found, you will be prompted to login. After your machine has successfully passed the security scan you will see the screen below, enter in your network ID and password then click the Sign In button. 9 P age

10 Step 8 Once logged in, the home page will look similar to this. Step 9 You may be prompted for credentials to allow the SSL Network Extender applet to install. If you are it will look similar to the image below. The username and password are your local computer s 10 P age

11 username and password not your CPS network ID username and password. If you are not prompted skip to the next step. Step 10 Once installed, the applet may ask you to approve the identity of the gateway. Click Yes. 11 P age

12 Step 11 Unless you set the SSL Network Extender to launch manually, it should automatically launch, and will look similar to the picture below. Wait for the Status to say Connected. The links you see may vary depending upon access rights. Congratulations, you have completed the installation and sign in process for the new Remote Access Solution. 12 P age

13 If you experience issues with your installation, please refer to the support documentation for Remote Access Support website ( or contact the IT Service Desk at , option 9. 3 Troubleshooting Issues on Macintosh Platforms If you are encountering issues while attempting to connect to the Remote Access solution, this section will give you general troubleshooting steps that can help to resolve the majority of issues. Follow the section corresponding to your browser. 3.1 General Troubleshooting Suggestions. 1. Verify that your system meets minimum requirements as noted on 2. Verify that you have Java installed. For instructions, visit This is a common issue. 3. Disable any pop-up blockers or add *.connect.cps.edu to the exception list. 4. Remove any toolbars as sometimes they have pop-up blockers or other security mechanisms that can interfere. 5. Review the Issues and Resolutions section for fixing common problems. 6. Try using a different browser. 3.2 Issues and Resolutions Java does not work or has stopped working on Mac OS X or earlier SYMPTOMS: Java applets do not run on the Mac machine. This includes End Point Security on Demand, or they may have suddenly stopped working. Mac or earlier. SOLUTION: Install Java SE 6 for Mac OSX or lower. See for the Java download. If you already have Java installed you may have to re-enable applets in which case skip to step Download the application s.dmg file. Note: Often the icon willwill end up on your desktop. 2. Double-click the.dmg file to open it up. Another new icon with a name similar to the.dmg file will appear on your desktop. 3. If a new finder window doesn t automatically appear, double click on the new icon that has appeared on your desktop. A finder window will appear. 13 P age

14 4. Locate your application s icon within this new finder window. Drag and drop it into your Applications directory. 5. After installation you need to enable Java applets, to do this, click on Go, and then Utilities in finder. 6. Double-click on the Java Preferences icon. 14 P age

15 7. Double-click on the Java Preferences icon. 8. In the General tab, place a check in the box labeled Enable applet plug-in and Web Start Applications Why can t I use Chrome on my Mac? SYMPTOMS: User is attempting to use the Chrome browser on a Macintosh or higher. SOLUTION: Chrome is a 32-bit browser. A 64-bit browser (Safari or Firefox, for example) is required to run Java 7 on Mac OS X. 32-bit browsers, such as Chrome, do not support Java 7 on the Mac platform. 15 P age

16 3.2.3 Java Failed or Java Unavailable message SYMPTOMS: Macintosh Installation and Troubleshooting Guide User receives a message indicating Java Failed or Java Unavailable. SOLUTION: Starting with Mac OSX 10.7, Java does not come installed by default. In addition, new Java updates may disable Java plug-ins on Mac OSX 10.6 and higher. To correct this issue you must download, install, AND enable Java and Java plug-ins. For information on doing this please the section Installing Java or the troubleshooting section Java does not work or has stopped working Gateway Fingerprint Verification Failed SYMPTOMS: User receives an error message Gateway Fingerprint Verification Failed. SOLUTION: This error message most often occurs as a result of clicking No when asked to verify the SSL Gateway fingerprint. Usually the system will prompt you next time, but there have been circumstances where this does not happen. This procedure will DELETE files, be sure that all commands are typed completely and correctly. 1. Click on the Spotlight icon (Magnify glass). 2. Type Terminal. 3. Press ENTER. 4. Type sudo rm /etc/snx/*.db, and then press ENTER. 5. If you are prompted to enter in a password please enter your password and then press ENTER. Note: Passwords are not displayed to the screen. 6. Using your web browser connect to SSL Network Extender. When prompted to verify the fingerprint, click yes Safari does not work with remote access SYMPTOMS: Safari may not work because it is running in 64-bit mode. The following steps will change Safari to 32-bit mode. SOLUTION: 1. Hold down the CTRL key and click on Safari. 2. Click Get Info in the menu that appears. 16 P age

17 3. Click the Open in 32-bit Mode check box Checking Kernel Mode (32-bit or 64-bit) 1. Click on About This Mac 2. Click on More Info 3. On Lion, you will be prompted with another screen where you must click System Report. 4. Click on Software 5. Locate 64-bit Kernel and Extensions. If this displays YES, then the system is booted in 64-bit mode. Currently SNX does not support 64-bit mode and you will need to boot the system into 32-bit mode Booting One-Time into 32-bit Kernel Mode in Mac OSX Hold down the 3 and the 2 keys during startup to boot one time into 32 bit Kernel mode. NOTE: Your system will revert to the default mode on next startup. See Changing the Kernel Boot Mode in Mac OSX for a more permanent solution Changing the Kernel Boot Mode in Mac OSX To select the 64 bit kernel for the current startup disk, use the following command in Terminal: sudo systemsetup setkernelbootarchitecture x86_64 To select the 32 bit kernel for the current startup disk, use the following command in Terminal: sudo systemsetup setkernelbootarchitecture i386 NOTE: This setting is stored in the /Library/Preferences/SystemConfiguration/com.apple.Boot.plist file and will take effect every time you start up from this disk. If you start up from a different disk, the setting on that disk, or the hardware default, will take effect. 17 P age

18 4. Close the Safari Info window. 5. Close any open Safari windows and reopen Safari 18 P age

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