#25162 Partner Action Required: macOS agent in need of attention

Created from Lead: https://artichoke.shield.syncromsp.com/leads/22394842/convert

Partner Action Required: macOS agent in need of attention
Review your macOS endpoints to ensure devices are fully protected

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Hello artichoke.consulting,

Our team has identified an issue affecting a small percentage of macOS Blackpoint endpoint agents deployed to your devices. To ensure all devices are fully protected, we ask that you identify if the devices listed below are active and, if so, complete the following steps to ensure the Blackpoint agent installed on those devices is properly functioning.

What happened:

This event was not security related, but rather an error due to an internal update on Blackpoint’s servers. This update caused some macOS Blackpoint endpoint agents to receive a security certificate that prevents the agent from communicating with Blackpoint’s servers. We have already remediated the issue on Blackpoint’s servers.

Billing Impact:

To prevent over billing for re-installed agents, we are waiving any macOS Blackpoint agent overage charges for these customers through December 2023.

What to do next:

To ensure devices are fully protected, please complete the following steps as soon as possible for the customers identified.

1. Run the following script on the identified devices:

#!/bin/sh

sudo launchctl unload /Library/LaunchDaemons/bpw.plist || true
sudo launchctl unload /Library/LaunchDaemons/snap-agent.plist || true

sudo rm -rf /etc/snap-agent/runtime

2. Log into the Blackpoint portal ([https://app.blackpointcyber.com/](https://czdmH04.na1.hubspotlinks.com/Ctc/RG+113/czdmH04/MWlVJBXtyGPW8-vwps3p-qtNW6rg8CD56ym7gMNrWnz3qn9gW7lCdLW6lZ3nCW8hRxvT7rv19WW24SSM34bpnDMW4jzq_h6chpTsW2LR82C5jhwfQW2kqSl92X3knKW4nVC3F1mt040W8x8X9D6kV3qjVzYzH56N5t8wW6BmfRW8Zt9wHN8vvDJt1_T7yN3jN6pcKpkRNW8Cl4YC4rpbS1V2h9TK1jb3h4W39y4p32VMkQ0W4b6_gP1MLvh7W1GKJM91Z602NW8dCvkY4htftnVWtdCk1j7J-5W5zQNWw5wBLWRW9bTwnr6SQ-m5W3h1jJl66cX-cV2QJ6499HyvVW23WMvL8cbSXVW1qST9_1PSvlYf70WxCW04))

3. In the Blackpoint portal, download the macOS Blackpoint Endpoint Agent installation script for the impacted customer under the Install & Deploy section.

4. Run the installation script from the Portal on all affected devices listed below.

Affected Customers:

NOTE: If no devices are listed for a customer below, you should run the above steps on all macOS devices for that customer to ensure full coverage.

Affected Customers and Devices:
Customer Name: Artichoke Consulting
Customer Devices:
- ac-munkiadmin-m1
- WIN-0Q95N5US2I1

At Blackpoint, we take pride in our workmanship and strive to improve every day. In response, we have implemented solutions to avoid similar situations in the future. We appreciate your trust and apologize for the inconvenience and frustration this has caused you and your team.

Sincerely,

The Blackpoint Team

[embedded image](https://czdmH04.na1.hubspotlinks.com/Ctc/RG+113/czdmH04/MWlVJBXtyGPW8-vwps3p-qtNW6rg8CD56ym7gMNrWnz3qn9gW7lCdLW6lZ3lvW556gdD81RmCzW2vSNQG5KYtn4W7C6rSL2zBVJtW93m6Q34D-HXFMqlGs9l2pTRW1dvf6W6FCrzcW2khsN473n4K-VV6lBh3c1f03W6bD6Ql8VV3q7VPgjhZ4Cx122W7nhT9N2MJS0VW7Dj7c06QzT6TW2lNLPF1mLPlMW5CpH7C2KMyDYW6PbY_R60_y_hW2QqM-r3ZH6zVW6Vn4536dlSGWW17KyNq7RxX6wW5MNXrg7QSVldW2gT3cR5trSMZN4RTlHbPjfyyW2Vdj8Z8K6ZhDW7ntg3L35V7wvVmcFfx2Nv1G2f8N9wVF04)

Stay in the know!

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