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Introduction
This document describes the steps to analyze a diagnostic bundle from Advanced Malware Protection (AMP) for Endpoints Public Cloud on macOS devices to troubleshoot high CPU usage.
Contributed by Uriel Torres and Edited by Yeraldin Sanchez, Cisco TAC Engineers.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
- Basic navigation in the AMP Console
- Navigation of the MAC Terminal
Components Used
The information in this document is based on these software and hardware versions:
- AMP for Endpoints Console 5.4.20200512
- macOS Catalina version 10.15.4
- AMP Connector 1.12.3.738
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
Background Information
The AMP Connector scans all active files (those which move, copy and/or modify themselves) on a machine unless explicitly told not to, that inevitably brings performances issues if too many processes and operations run while the Connector is running, which leads to high CPU utilization, slowdowns and in some cases software that will not run or run slowly. In addition, the AMP Connector may block files based on their cloud reputation, which can some times be erroneous (false positive). The solution to both issues is to exclude these paths and processes.
The flow of troubleshooting performance issues is shown in the image.
Troubleshoot
This section provides the information you can use to troubleshoot your configuration.
Verify if another antivirus is installed on the machine
Tip: Use the Cisco-Maintained exclusions if the software that is used is included on the list, remember that these exclusions can be added to new versions of an application.
In order to see the lists available in Cisco maintained exclusions section on the AMP console:
- Navigate to Management > Policies.
- Find the policy and click on Edit.
- On the policy, settings window click on Exclusions.
Select the ones your endpoint would need according to the software currently installed on the machine, then, save the policy, as shown in the image.
Identify the high CPU when a specific application is in use
Identify if the issue happens while one application or a few of them are executed if you are able to replicate the issue helps in the process to identify potential exclusions.
Gatter a diagnostic bundle for analysis
In order to gather a useful diagnostic bundle, the debug log level must be enabled.
Debug Level in the Endpoint
If you can replicate the issue and have access to the endpoint, below is the best procedure to capture the diagnostic bundle.
- On the MAC Menu bar click on the AMP icon.
- Navigate to Settings section, as shown in the image.
- On the settings windows, navigate to About.
- In order to enable debug mode click inside the AMP logo, as shown in the image.
A popup indicates the AMP Connector is on Debug Mode
This procedure enables debug log level until the next policy heartbeat interval.
Debug Level in the AMP Command Line Interface (CLI)
- Open a Terminal
- Navigate to /opt/cisco/amp/bin/
- Run ampcli:
- On the AMP CLI enable debug mode:
This process enables debug log level until the next policy heartbeat interval.
Debug Level in the Policy
If you don´t have access to the endpoint or the issue can´t be reproduced consistently, the debug log level must be enabled in the policy.
In order to enable the debug log level by the policy:
- Navigate to Management > Policies
- Find the policy and click on Edit
- Navigate to Advanced Settings > Administrative Features
- Configure Connector Log Level and Tray Log Level to Debug and save the policy, as shown in the image
Caution: If debug mode is enabled from the policy, all endpoints receive this configuration.
Note: Sync the policy of the endpoint to ensure the debug mode.
Exclude AMP from other antivirus solutions
According to the user guide, antivirus products must exclude the next directories and any files, directories and executable files within them to be compatible with the AMP Connector for MAC, the directories to exclude are the followings:
- /Library/Application Support/Cisco/AMP for Endpoints Connector
- /opt/cisco/amp
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Reproduce the issue and gather a diagnostic bundle
Heartbeat (alexdz) Mac Os X
When the debug level is configured, wait until the state of High CPU happens on the system or manually reproduce the conditions previously identified and then gather the diagnostic bundle.
In order to collect the debug bundle:
- Open a Terminal.
- Access to superuser level, then navigate to /Library/Application Support/Cisco/AMP for Endpoints Connector:
- In order to run the Support Tool use the next command:
The debug bundle is saved in the Desktop folder as a .zip file extension.
Analysis of high CPU performance
The debug diagnostic bundle is storage in the Desktop, to start the analysis:
- Decompress the Diagnostic Bundle
- There are 2 files to review
- File Operations: fileops.txt
- File Executions: execs.txt
- The fileops.txt works as the main performance tool to troubleshoot. It lists al current al currently active operations on your endpoint while the Connector runs, It is read as follows:
/For example, If you have a homebrew application, fileops.txt shows the next active operations:
- Once the process has been identified an exclusion can be created
- In order to create the exclusion
- On the AMP Console, navigate to Management > Exclusions
- Select the exclusion set and click on Edit
- The exclusion can be added as shown in the image
- The Execs.txt file contains all commands used by processes that run while the Connector collects bundles. The paths listed here must not be excluded on the AMP policy, as these are binaries (/bin) and system binaries(/sbin) that all processes utilize, however, on the Execs.text can provide the main process that is running.
For example, if the Execs.txt file shows the next logs.Since the homebrew application uses bash you can confirm that the application is the cause of the high CPU.
Related Information
Incredible music.
In the key of easy.
GarageBand is a fully equipped music creation studio right inside your Mac — with a complete sound library that includes instruments, presets for guitar and voice, and an incredible selection of session drummers and percussionists. With Touch Bar features for MacBook Pro and an intuitive, modern design, it's easy to learn, play, record, create, and share your hits worldwide. Now you're ready to make music like a pro.
Start making professional‑sounding music right away. Plug in your guitar or mic and choose from a jaw‑dropping array of realistic amps and effects. You can even create astonishingly human‑sounding drum tracks and become inspired by thousands of loops from popular genres like EDM, Hip Hop, Indie, and more.
More sounds, more inspiration.
Plug in your USB keyboard and dive into the completely inspiring and expanded Sound Library, featuring electronic‑based music styles like EDM and Hip Hop. The built‑in set of instruments and loops gives you plenty of creative freedom.
The Touch Bar takes center stage.
The Touch Bar on MacBook Pro puts a range of instruments at your fingertips. Use Performance view to turn the Touch Bar into drum pads or a one-octave keyboard for playing and recording.
Plug it in. Tear it up.
Plug in your guitar and choose from a van-load of amps, cabinets, and stompboxes.
Design your dream bass rig.
Customize your bass tone just the way you want it. Mix and match vintage or modern amps and speaker cabinets. You can even choose and position different microphones to create your signature sound.
Drumroll please.
GarageBand features Drummer, a virtual session drummer that takes your direction and plays along with your song. Choose from 28 drummers and three percussionists in six genres.
Shape your sound. Quickly and easily.
Whenever you're using a software instrument, amp, or effect, Smart Controls appear with the perfect set of knobs, buttons, and sliders. So you can shape your sound quickly with onscreen controls or by using the Touch Bar on MacBook Pro.
Look, Mom — no wires.
You can wirelessly control GarageBand right from your iPad with the Logic Remote app. Play any software instrument, shape your sound with Smart Controls, and even hit Stop, Start, and Record from across the room.
Jam with drummers of every style.
Drummer, the virtual session player created using the industry's top session drummers and recording engineers, features 28 beat‑making drummers and three percussionists. From EDM, Dubstep, and Hip Hop to Latin, Metal, and Blues, whatever beat your song needs, there's an incredible selection of musicians to play it.
Each drummer has a signature kit that lets you produce a variety of groove and fill combinations. Use the intuitive controls to enable and disable individual sounds while you create a beat with kick, snare, cymbals, and all the cowbell you want. If you need a little inspiration, Drummer Loops gives you a diverse collection of prerecorded acoustic and electronic loops that can be easily customized and added to your song.
The flow of troubleshooting performance issues is shown in the image.
Troubleshoot
This section provides the information you can use to troubleshoot your configuration.
Verify if another antivirus is installed on the machine
Tip: Use the Cisco-Maintained exclusions if the software that is used is included on the list, remember that these exclusions can be added to new versions of an application.
In order to see the lists available in Cisco maintained exclusions section on the AMP console:
- Navigate to Management > Policies.
- Find the policy and click on Edit.
- On the policy, settings window click on Exclusions.
Select the ones your endpoint would need according to the software currently installed on the machine, then, save the policy, as shown in the image.
Identify the high CPU when a specific application is in use
Identify if the issue happens while one application or a few of them are executed if you are able to replicate the issue helps in the process to identify potential exclusions.
Gatter a diagnostic bundle for analysis
In order to gather a useful diagnostic bundle, the debug log level must be enabled.
Debug Level in the Endpoint
If you can replicate the issue and have access to the endpoint, below is the best procedure to capture the diagnostic bundle.
- On the MAC Menu bar click on the AMP icon.
- Navigate to Settings section, as shown in the image.
- On the settings windows, navigate to About.
- In order to enable debug mode click inside the AMP logo, as shown in the image.
A popup indicates the AMP Connector is on Debug Mode
This procedure enables debug log level until the next policy heartbeat interval.
Debug Level in the AMP Command Line Interface (CLI)
- Open a Terminal
- Navigate to /opt/cisco/amp/bin/
- Run ampcli:
- On the AMP CLI enable debug mode:
This process enables debug log level until the next policy heartbeat interval.
Debug Level in the Policy
If you don´t have access to the endpoint or the issue can´t be reproduced consistently, the debug log level must be enabled in the policy.
In order to enable the debug log level by the policy:
- Navigate to Management > Policies
- Find the policy and click on Edit
- Navigate to Advanced Settings > Administrative Features
- Configure Connector Log Level and Tray Log Level to Debug and save the policy, as shown in the image
Caution: If debug mode is enabled from the policy, all endpoints receive this configuration.
Note: Sync the policy of the endpoint to ensure the debug mode.
Exclude AMP from other antivirus solutions
According to the user guide, antivirus products must exclude the next directories and any files, directories and executable files within them to be compatible with the AMP Connector for MAC, the directories to exclude are the followings:
- /Library/Application Support/Cisco/AMP for Endpoints Connector
- /opt/cisco/amp
Log Analytics Heartbeat Table - Cloud, Systems Management And ...
Reproduce the issue and gather a diagnostic bundle
Heartbeat (alexdz) Mac Os X
When the debug level is configured, wait until the state of High CPU happens on the system or manually reproduce the conditions previously identified and then gather the diagnostic bundle.
In order to collect the debug bundle:
- Open a Terminal.
- Access to superuser level, then navigate to /Library/Application Support/Cisco/AMP for Endpoints Connector:
- In order to run the Support Tool use the next command:
The debug bundle is saved in the Desktop folder as a .zip file extension.
Analysis of high CPU performance
The debug diagnostic bundle is storage in the Desktop, to start the analysis:
- Decompress the Diagnostic Bundle
- There are 2 files to review
- File Operations: fileops.txt
- File Executions: execs.txt
- The fileops.txt works as the main performance tool to troubleshoot. It lists al current al currently active operations on your endpoint while the Connector runs, It is read as follows:
/For example, If you have a homebrew application, fileops.txt shows the next active operations:
- Once the process has been identified an exclusion can be created
- In order to create the exclusion
- On the AMP Console, navigate to Management > Exclusions
- Select the exclusion set and click on Edit
- The exclusion can be added as shown in the image
- The Execs.txt file contains all commands used by processes that run while the Connector collects bundles. The paths listed here must not be excluded on the AMP policy, as these are binaries (/bin) and system binaries(/sbin) that all processes utilize, however, on the Execs.text can provide the main process that is running.
For example, if the Execs.txt file shows the next logs.Since the homebrew application uses bash you can confirm that the application is the cause of the high CPU.
Related Information
Incredible music.
In the key of easy.
GarageBand is a fully equipped music creation studio right inside your Mac — with a complete sound library that includes instruments, presets for guitar and voice, and an incredible selection of session drummers and percussionists. With Touch Bar features for MacBook Pro and an intuitive, modern design, it's easy to learn, play, record, create, and share your hits worldwide. Now you're ready to make music like a pro.
Start making professional‑sounding music right away. Plug in your guitar or mic and choose from a jaw‑dropping array of realistic amps and effects. You can even create astonishingly human‑sounding drum tracks and become inspired by thousands of loops from popular genres like EDM, Hip Hop, Indie, and more.
More sounds, more inspiration.
Plug in your USB keyboard and dive into the completely inspiring and expanded Sound Library, featuring electronic‑based music styles like EDM and Hip Hop. The built‑in set of instruments and loops gives you plenty of creative freedom.
The Touch Bar takes center stage.
The Touch Bar on MacBook Pro puts a range of instruments at your fingertips. Use Performance view to turn the Touch Bar into drum pads or a one-octave keyboard for playing and recording.
Plug it in. Tear it up.
Plug in your guitar and choose from a van-load of amps, cabinets, and stompboxes.
Design your dream bass rig.
Customize your bass tone just the way you want it. Mix and match vintage or modern amps and speaker cabinets. You can even choose and position different microphones to create your signature sound.
Drumroll please.
GarageBand features Drummer, a virtual session drummer that takes your direction and plays along with your song. Choose from 28 drummers and three percussionists in six genres.
Shape your sound. Quickly and easily.
Whenever you're using a software instrument, amp, or effect, Smart Controls appear with the perfect set of knobs, buttons, and sliders. So you can shape your sound quickly with onscreen controls or by using the Touch Bar on MacBook Pro.
Look, Mom — no wires.
You can wirelessly control GarageBand right from your iPad with the Logic Remote app. Play any software instrument, shape your sound with Smart Controls, and even hit Stop, Start, and Record from across the room.
Jam with drummers of every style.
Drummer, the virtual session player created using the industry's top session drummers and recording engineers, features 28 beat‑making drummers and three percussionists. From EDM, Dubstep, and Hip Hop to Latin, Metal, and Blues, whatever beat your song needs, there's an incredible selection of musicians to play it.
Each drummer has a signature kit that lets you produce a variety of groove and fill combinations. Use the intuitive controls to enable and disable individual sounds while you create a beat with kick, snare, cymbals, and all the cowbell you want. If you need a little inspiration, Drummer Loops gives you a diverse collection of prerecorded acoustic and electronic loops that can be easily customized and added to your song.
Powerful synths with shape‑shifting controls.
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Go from start to finish. And then some.
Create and mix up to 255 audio tracks. Easily name and reorder your song sections to find the best structure. Then polish it off with all the essentials, including reverb, visual EQ, volume levels, and stereo panning.
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The Touch Bar on MacBook Pro lets you quickly move around a project by dragging your finger across a visual overview of the track.
Wherever you are, iCloud makes it easy to work on a GarageBand song. You can add tracks to your GarageBand for Mac song using your iPhone or iPad when you're on the road. Or when inspiration strikes, you can start sketching a new song idea on your iOS device, then import it to your Mac to take it even further.
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Your personal music creation studio.
Logic Remote
Heartbeat (alexdz) Mac Os Download
A companion app for Logic Pro.
