Open konklone opened 6 years ago
Posting @annahsebok's comment from #44 here so that this thread has complete info:
Upon getting onto my computer on 12/11/17 (the Monday after Bit9 installation), Chrome completely crapped out on me. It repeatedly crashed, wouldn't open for more than half a second, wouldn't allow me to restore old windows, etc. I imported my chrome bookmarks and history into Safari so that I could work there, but it was enormously disruptive and mentally taxing to deal with this while doing project work. I received no assistance from the help desk, every link I tried to get to from Slack opened a chrome link since chrome was my default browser and this crashed chrome and made my computer freak out. None of my plug-ins in chrome exist in Safari, so for every video or tool I tried to use, I had to go through an install process. Google calendar's scheduling assistant wasn't working in Safari which meant I had to take extra steps every time I needed to schedule something.
On the first conversation I had with the help desk, I was basically told "too bad, you'll just have to wait." I got a call back over 5 hours later and spent over 10 minutes on the phone with somebody and was late to a meeting because I had to explain who I am and how TTS macs are set up and the fact that I'm remote but not regularly VPNed in. I got no positive outcomes.
When I was able to get attention to this problem in slack, Ian Bell helped me completely remove Chrome from my computer and reinstall. This took less than 20 minutes. I lost all of my bookmarks and history and thankfully was able to import my bookmarks back into chrome from safari.
I'm reviewing this issue with the client engineering team. As an FYI, we have 349 Macs now managed by them and only have around 7 tickets. Since there are 21 of you on this thread, it's obviously a wider concern. Are you all in the same organization? I'm trying to find something that you all have in common that the other 328 don't have.
I know this is frustrating. The reason things are better on the Windows side is that we've had the governance in place for a long time. Configurations are tied down fairly tightly. I realize that's a pain for developers (I was one over 25 years ago), but DHS will soon get the scan results from our entire infrastructure, and they're the ones that set the security posture.
We'll get better, but only with your help. Please call the helpdesk and/or open tickets. That's the best way to show management the scale of the issue.
Thanks for your patience!
I am also having sleep/wake failures. After my computer goes to sleep, I am usually unable to wake it unless I do a PRAM reset. I filed ticket INC2194852 to report and to request removal of Bit9.
Sorry @konklone but I have some clarification. I am not entirely sure that Bit9 was ever uninstalled from my computer, just that I didn't see it in my toolbar at one point after my machine rebooted from a crash. This could be because it was booting up still or it could be because it is the leftmost icon on my toolbar's icons and thus most likely to be hidden if I am using an application with many menu bars. I do want to note that I had Bit9 installed on my computer several weeks before everybody else did (not sure why, but I was an early pilot for JAMF too), but the sleep/wake/reboot issue only started to happen for me last week. This suggests it could either be unrelated to the Bit9 application or the result of a policy change or such that was distributed to our computers last week.
I apologize for not filing a ticket earlier. I understand that it's the main way to share visibility for an issue, but I will say in my defense that filing a ticket feels often like having the flu and deciding if I just want to muddle through it at home or go to the doctor's office. I am already trying to get things done, so I just often work around it rather than adding the additional overhead of filing IT tickets and talking to the help desk.
I'm having the same sleep wake problems and have filed a ticket, so I guess I'm one of the 7?
It costs me valuable time every day – likely 15 minutes or more of what might've been billable time, as it takes time to remember and relaunch the applications and work I had in progress.
I would just add that this issue is still totally unpredictable for me. Sometimes I have these sleep wake problems 4-5 times in 2 days, sometimes I have no issues for a week. There's no telling when the issue is going to occur.
I'd also add, in reference to https://github.com/GSA/laptop-management/issues/41#issuecomment-355886149, that I have not had any issues with Chrome since my troubleshooting session with @ifbell, so I think we may be able to consider that problem fully resolved.
I also have this issue and have filed a ticket.
I know that it's not quite a hard timing pattern, but this seems to happen consistently between closing the laptop for the evening and opening it again in the morning. It doesn't seem to happen when the laptop sleeps at other times of the day (during my lunch break, for example).
I'll start keeping track of the time in the crash report to see if there's anything helpful there.
I mostly agree with your summary @konklone, with a couple of caveats about my experience:
No affected TTS staff member has observed a hard timing pattern to these issues, and the issue is not consistently reproducible upon demand.
Until bit9 was removed from my machine, the crash was reliably reproducible by closing the lid to my laptop and waiting 10 minutes.
Bit9 has not been identified as a culprit beyond (strong but not complete) timing correlation.
For me, at least, the symptoms began immediately once bit9 was installed, and stopped the moment it was removed (and hasn't come back).
[That said I agree with your assessment that it's probably not as simple as "bit9 causes this" -- there's plenty of evidence from other folks that it's more complicated.]
Until bit9 was removed from my machine, the crash was reliably reproducible by closing the lid to my laptop and waiting 10 minutes.
That is great debugging information, thank you.
If anyone else who is currently experiencing these symptoms would be able to see if they can consistently reproduce it that way - it would be much appreciated. (I'm not currently experiencing these symptoms, though Bit9 has been uninstalled for me.)
For me, at least, the symptoms began immediately once bit9 was installed, and stopped the moment it was removed (and hasn't come back).
Also helpful, thank you. For clarity, when Bit9 was installed, a number of other things (it's unclear exactly what) were done at the same time. Hearing a case of "reliably reproducible until this specific tool was uninstalled and then it's reliably gone" is useful.
@konklone +1 for being able to reliably reproduce this crash by closing the lid to my laptop and waiting a few minutes.
@konklone I too can reliably reproduce by closing the lid. Every time I have done that and come back several minutes later, I had to restart the computer, and Chrome reports that it didn't shut down properly and asks me if I want to restore the tabs.
I also experience the issue when I close the lid of my laptop and wait for a bit. As @onezerojeremy mentioned, getting everything re-situated takes quite a bit of time.
@konklone
@pburkholder Are you saying that despite the bit9 daemon remaining disabled, the power issues continue for you? Unfortunately, it sounds like your disabling of the bit9 daemon was a bit hacky (not an uninstall), so it's not a super clean state for your computer to be in. (Unfortunately, I have yet to find a staff member whose Bit9 uninstallation can be verified to have been complete and clean, even when GSA IT has initiated the uninstallation.)
I haven't touched bit9 since Dec 29. Since then I've had one unexplained shutdown, and that was overnight.
The only changes I've made are to add the Disabled: true
key to /Library/LaunchAgents/com.bit9.Notifier.plist
and /Library/LaunchDaemons/com.bit9.Daemon.plist
. This has been sufficient to provide me a usable system. I'm able to close it and keep it closed for hours and have it working when I open it later. Since I did have one overnight shutdown, I keep my system connected to power overnight (but asleep and open) -- but this is getting into goat entrails and superstition.
I still have all the bit9 software installed and the kernel extensions in place.
I too can reliably reproduce by closing the lid. Every time I have done that and come back several minutes later, I had to restart the computer
I've twice found that updating /Library/LaunchDaemons/com.bit9.Daemon.plist
to set Disabled:false
is sufficient to cause the quoted issue to re-occur.
Unfortunately, closing my lid like others does not reliably reproduce the problem for me. It's entirely sporadic.
Unfortunately, closing my lid like others does not reliably reproduce the problem for me. It's entirely sporadic.
@annahsebok But didn't you say that all symptoms had vanished for you? Or are you still experiencing sporadic issues?
So let me preface this with the fact that I haven't used a Mac for a long time. I have one coming so I can better feel your pain, but until then I've been surfing for answers. I noticed a LOT of posts on the Internet about sleep/wake features causing reboots - some reference Bit9, but others are more general. One user said he disabled automatic sleep and stopped experiencing the problem. I know that's not the best answer, but it may keep some of you from losing work. The security tools being added are mandated by DHS, so we'll have to find a way to work around the negative impacts.
Can someone try it and let me know what happens? Thanks in advance.
I'm not sure if this squares with what people are describing or is entirely separate:
I have no problem with putting my computer to sleep and waking it up as long as the display settings are identical at both times. But if I put it to sleep with a second display plugged in and wake it with no external display — or vice versa — the machine freezes and requires a forced restart. These are not Apple displays; they are my Asus at home and whatever the standard at 1 WTC is.
In addition to that, I experience spontaneous shutdowns while the machine is asleep, which I will file a ticket for now, but not in a way that seems distinct from anything anyone else has said here.
I found out that there are other tickets out there - roughly 23 of them.
Has anyone tried turning off auto sleep mode?
Christopher L. McIntire | GEO Operations Manager GEO Contract | SAIC Team | SAIC Supporting GSA IT Mobile: 571-389-2178 christopher.mcintire@gsa.gov
On Mon, Jan 8, 2018 at 10:40 AM, Jeremy Canfield notifications@github.com wrote:
I'm having the same sleep wake problems and have filed a ticket, so I guess I'm one of the 7?
It costs me valuable time every day – likely 15 minutes or more of what might've been billable time, as it takes time to remember and relaunch the applications and work I had in progress.
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Also still getting automatic shutdowns.
When I'm in a controlled environment (that I'm not nervous about someone stealing my computer), I've been using Caffeine to keep the computer from going to sleep to sidestep the issue.
@afeld, Can you not lock the screen as opposed to putting it to sleep?
@jameshupp, pretty much every described their issue as a 'wake from sleep' event. Some may be moving it from one environment to another, but I believe (and need to be reaffirmed) that many are just sitting on the same desk with the same monitors. When the screen is closed (overnight or lunch) they auto-sleep, and that's when the rebooting happens - or when they try to wake them back up.
Can people confirm or deny my assumption?
Thanks,
I've also been suffering random shutdowns/reboots. They only happen when the lid is closed, but it takes more than a few minutes; there are plenty of times when the lid's been closed for a few hours, and opening it again wakes it back to its closed state just fine. Occasionally I will suddenly hear a reboot chime from the closed computer.
Occasionally I will suddenly hear a reboot chime from the closed computer.
I've witnessed this happening in person on @vzvenyach's computer during a meeting. The reboot chime sounded multiple times in a row, without user interaction, while the lid was closed.
@annahsebok But didn't you say that all symptoms had vanished for you? Or are you still experiencing sporadic issues?
@konklone Google Chrome symptoms have vanished for me. Sleep wake symptoms come and go (for example, I hadn't experienced this for over a week up until early last week when it happen 6 times in two days, and I haven't experienced it since last Tuesday). They are also not reproducible as far as I can tell or predictable based on any behavior pattern of mine.
I have nighttime shutdowns most nights, but not all. I can leave my laptop lid closed for more than 10 minutes during the day, though, and it says On.
All, We've made some changes to the helpdesk to improve Mac support. It may take a short while to propagate, but I hope you try them next time you have an issue and that you see a difference.
You have all been moved to a special group that lets you uninstall Bit9. You can do it yourself, but if you don't, they will push a script that will do it for you. That process may be somewhat disruptive (probably involves a reboot), but it should keep you from experiencing the reboot on wake. They should be sending out a communication, but please feel free to reach out to me with questions.
Thanks again for your patience.
The sleep-shutdown-panic happened to me multiple times in the past, and I filed an IT ticket about it. I don't know what the status of that ticket is. The problem had not happened for a week or two, so I forgot about it. Unfortunately it just happened again. I also noticed my battery charge is much lower than when I initially closed my lid to sleep my laptop last night (more than usual during a night's sleep).
@jseppi did the bit9 uninstall already go through for you?
@wslack how do you uninstall bit9? this is a problem for me again, like @jseppi it went away and I forgot about it until this week it started happening again.
@wslack: no, and I've been trying to use the uninstall script I found at /Applications/Bit9/uninstall.sh
, but it fails when I attempt to run it.
$ sudo ./uninstall.sh
Sending uninstall event
Stopping Bit9 Daemon...
/Library/LaunchDaemons/com.bit9.Daemon.plist: Could not find specified service
Daemon stopped.
Stopping Bit9 Notifier...
task_for_pid(): 0x5
Notifier stopped.
Daemon did not shutdown properly. Uninstall will not proceed
They should have done an automatic uninstall; see https://gsa-tts.slack.com/archives/C025AQGBC/p1515511582000543
I would send an e-mail to the IT Service Desk explaining that you still have Bit9. Will also post in the JAMF slack channel.
The automatic uninstall is not happening until next week (1/23). If you can log into the Self Service app, there is an uninstall option within.
Oh that's odd - it happened to me last week, I thought. I guess the triggered it for me specifically.
I cannot login to Self Service. It just clears my password when I attempt to login and offers no error or other advice. I give up and will wait until this happens for me.
Must have been. We're still working the comms for the mass uninstall and we just approved the date. I'm guessing if you a put a ticket in, you may have been added to an early uninstall group @wslack.
@jseppi I have the same issue with Self Service. Please report it so they can add you the master ticket.
Appeared to happen after I shut my computer's lid -- the next time I opened it (the next day, today) the computer was powered off. Upon booting back up, a popup said the computer had been rebooted because of an error, and showed me this message.