> For the complete documentation index, see [llms.txt](https://docs.cybaops.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cybaops.com/support/cybaagent-restart-and-obtain-logs.md).

# CybaAgent - Restart and Obtain Logs

## <mark style="color:$primary;">Before you Begin</mark>

**These guides assume:**

* CybaAgent is already installed on the computer
* You are signed in with an account that has Administrator permissions on the machine. If you're not sure, ask your IT team - both restarting the Agent and collecting logs requires it.

If you get stuck at any step, take a screenshot and include it when you contact support - <support@cybaops.help>

### <mark style="color:$primary;">Windows</mark>

{% hint style="info" %}
Ensure you are running Windows (10, 11 or Server). These steps do not apply to macOS or Linux
{% endhint %}

<details>

<summary><strong>Restart the Agent</strong></summary>

1. Press the Windows key on your keyboard (or click the Start menu). &#x20;
2. Type services. Windows will show Services (a desktop app) at the top of the results. &#x20;
3. Click Services. A window titled 'Services' will open showing a long list of items. If Windows asks whether to allow changes, click Yes. &#x20;
4. Click the Name column header to sort the list alphabetically, then scroll down and find CybaVerse CybaAgent. &#x20;
   1. Click that row once so it becomes highlighted. &#x20;
   2. At the top of the window there is a small row of icons. Hover over each one to see its tooltip. Click the icon labelled 'Restart the service'. &#x20;
      1. Alternative: right-click the CybaVerse CybaAgent row and choose 'Restart' from the menu. &#x20;
5. Watch the Status column for that row. It will briefly show 'Stopping', then 'Starting', then return to 'Running'. The restart is complete and you can close the 'Services' window.

</details>

<details>

<summary><strong>Collect the Logs</strong></summary>

1. Open File Explorer (the yellow folder icon in the taskbar or press Windows key + E). &#x20;
2. Click once in the address bar at the top of the window so the existing path is highlighted, then type or paste: C:\Program Files\CybaVerse\log and press Enter. If you see a permission warning, click Continue. &#x20;
3. You should now see one or more log files. Press Ctrl + A to select all of them. &#x20;
4. Right-click any of the highlighted files and choose Send to → Compressed (zipped) folder. A new .zip file will appear. &#x20;
5. Rename the new .zip file so it's easy to identify — e.g. cybaagent-logs-yourname.zip. &#x20;
6. Drag the .zip file to your Desktop (or somewhere easy to find). &#x20;
7. Attach the .zip to your support request. &#x20;

</details>

#### <mark style="color:$primary;">If something goes wrong</mark>

* "CybaVerse CybaAgent" isn't in the Services list. The agent may not be installed, or may be installed under a different name. &#x20;
* The Restart option is greyed out. You're not running as an Administrator. &#x20;
* The log folder is empty or doesn't exist. The agent may not have started yet, or it may be installed in a different location. &#x20;

### <mark style="color:$primary;">MacOS</mark>

{% hint style="info" %}
Ensure you are running MacOS
{% endhint %}

<details>

<summary><strong>Restart the Agent</strong></summary>

1. Press the Launchpad button on the Dock. It should be the second icon on the left, next to the Finder.&#x20;
2. Search for Terminal, and open the application. You should be presented with a window with text, with the text cursor being after a % symbol.&#x20;
3. Type the following, keeping all capitalisation where necessary: &#x20;
   1. `sudo launchctl kickstart -k system/com.CybaAgent.daemon`&#x20;
4. Enter your password if it prompts for a password, and press enter.&#x20;
5. If there are no errors (i.e, no extra output except the same text with % as before), continue, otherwise contact support. The restart is complete and you can now close the terminal window.&#x20;

</details>

<details>

<summary><strong>Collect the Logs</strong></summary>

1. Open Finder (the blue/white smiling face in the bottom left of the dock).&#x20;
2. On the top menu bar, press Go, then Go to folder (Alternatively, press Shift-Command-G).&#x20;
3. A box should appear. Type in `/var/log` and press the menu entry that says private > var > log.&#x20;
4. In the folder should be a file named CybaAgentd.log. Right-click on it and select compress. This should create a file called CybaAgentd.log.zip on your Desktop.&#x20;
5. Attach the .zip to your support request. &#x20;

</details>

#### <mark style="color:$primary;">If something goes wrong</mark>

* The log folder is empty or doesn't exist. The agent may not have started yet, or it may be installed in a different location. 


---

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