Overview

As of June 27th, 2022, we released a new application called Desktop App Core. This application has been tested by dozens of customers and is released for all Egnyte users. The application is created to address the known issues that are listed below. This is a viable workaround for those users who cannot deploy the regular Egnyte Desktop App, or are using M1 pro or M1 Max device and suffer from occasional freezes. More details about the new application can be found in this article

Known Issues

System Extensions

On Apple M1 Mac devices, system extensions are blocked by default and need to be enabled in MacOS recovery mode by following the instructions in the troubleshooting section below.

macOS Freezing During a Reboot

Running Desktop App on M1 Pro and M1 Max devices may result in the macOS freezing that lasts from 10 minutes or longer after a reboot. You can simply wait for the machine to complete the reboot process and no further steps are necessary.

Troubleshooting

Perform the troubleshooting steps below if the regular Egnyte Desktop App is installed on the Mac device

Initial Steps

During installation, System extensions are blocked by default and will need to be enabled in MacOS recovery mode by following the steps below.

The following message will appear in System Preferences -> Privacy & Security during the installation of Desktop App. To allow the kernel extension in Desktop App, click the Unlock icon.
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Then click the Enable system extensions… option and select Shutdown

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A shutdown is required as you will need to go to the Recovery environment to enable system extensions.  After the shutdown, turn the machine back on by pressing and holding the Touch ID or Power Button to boot in Recovery mode. Select Options and click Continue.
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After this, the following menu will appear

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Click on Utilities from the menu bar → Startup Security Utilities

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Select the drive where DesktopApp is supposed to be installed. Click on the Security Policy... button

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In the window that appears afterward, the Reduced Security setting needs to be selected. Then check the Allow user management of kernel extensions from identified developers. Click OK to save your new startup settings. Then restart your machine. 

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The following warning will appear again. Click on Open Security Preferences.

(If the warning does not show up, go to System Preferences -> Security & Privacy)

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Click on the lock icon at the bottom left corner and make sure that it gets unlocked. Enter the admin password when prompted. 

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Accept the kernel extensions in the System Preferences -> Security & Privacy

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Another restart of the machine will be required after the last change. After restarting, the user will be able to use Desktop App in macOS BigSur or higher. 

Additional Steps

In some cases, every attempt of loading Egnyte's kernel extension results in a System Extension Updated alert, which mentions that the component has been updated and needs to be approved again. Upon allowing the kernel extensions in Security & Privacy and rebooting the system, the message repeats itself in an infinite loop.

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To resolve this, launch Recovery Mode by shutting down the machine. Turn on the machine by pressing AND holding the Touch ID or Power Button for about 10 seconds until the startup options appear. Select Options and click Continue.

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The user will need to go to Utilities → Terminal and enter the command:

kmutil trigger-panic-medic --volume-root "/Volumes/<volume_name>"

where <volume_name> is main system volume (usually "Macintosh HD"), for example:

kmutil trigger-panic-medic --volume-root "/Volumes/Macintosh HD"

The user should see the following system information:

Triggering Panic Medic to enable booting into: /Volumes/Macintosh HD Panic Medic done. All third party kexts have been unapproved and uninstalled from /Volumes/Macintosh HD

After rebooting the Mac, the user will see a notification:

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There should also be an alert about loading Egnyte's kernel extension. Now, the user can go to Security and Privacy after allowing it and rebooting Desktop App should work correctly.

Support

If the Desktop App issues continue to persist after performing the steps above, contact us here or send us an email at support@egnyte.com.