# Troubleshooting Mac Live Terminal

### 1. The “Start SSH session” button is greyed out

[![Cannot open Live Terminal as the Start SSH session button is greyed out in Hexnode UEM](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2022/02/Cannot-access-live-terminal-as-the-Start-SSH-session-button-is-greyed-out.png)](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2022/02/Cannot-access-live-terminal-as-the-Start-SSH-session-button-is-greyed-out.png)

**Description**: Live Terminal cannot be accessed from the Hexnode UEM console.

**Cause**: The version of the Hexnode UEM app installed on the device may not be compatible with the Live Terminal feature.

**Solution**: Live Terminal works only on macOS devices with Hexnode UEM app **v8.0.0+**. Please update to the latest version of the Hexnode UEM app to access the Live Terminal feature.

### 2. “Invalid Session! This session is neither recognized nor authorized. Please terminate this session and start a new one from the Hexnode UEM console. Starting a new session on a device will terminate any active sessions on the same device.” 

![Invalid session error during live terminal session](https:2022/02/Invalid-session-error-in-Live-Terminal.png "Invalid session error in Live Terminal")[](https:2022/02/Invalid-session-error-in-Live-Terminal.png)

**Cause**: The error is displayed when there is an issue with the SSH URL. This occurs when the URL is altered in any way, or accessed through an unauthorized resource, like a browser/device which is not logged into the corresponding Hexnode UEM portal.

A common instance is when the Live Terminal is launched in a new tab, increasing the chances of the SSH URL being altered.

![Launch SSH session in new tab while using live terminal](https:2022/02/Launch-terminal-in-new-tab.png "Launch terminal in new tab")[](https:2022/02/Launch-terminal-in-new-tab.png)

**Solution**: Stop the current session and start a new SSH session from the Hexnode UEM console.

### 3. “Session Expired! Please check for other active sessions or request a new SSH session in the Hexnode UEM console. Starting a new session on a device will terminate any active sessions on the same device.” 

![Live terminal session expired ](https:2022/02/Session-expired-error-in-Live-Terminal.png "Session expired error in Live Terminal")[](https:2022/02/Session-expired-error-in-Live-Terminal.png)

**Cause**: This error is displayed when the current SSH session has expired. A session can expire if it has been left idle for a while or if any connection issue occurs.

**Solution**: Stop the current session and start a new SSH session from the Hexnode UEM console.

### 4. “Session Expired! Please check for other active sessions or request a new SSH session in the Hexnode UEM console. Starting a new session on a device will terminate any active sessions on the same device.” 

**Description**: This warning is displayed when the admin tries to restart an already active session. On doing so, the current session will be terminated, and a new session will be initiated. The warning message will automatically disappear once the new session starts.

![Restarting live terminal session while it is still active](https:2022/02/Restarting-live-terminal-session.png "Restarting live terminal session")[](https:2022/02/Session-expired-error-in-Live-Terminal.png)

### 5. SSH session is stuck on loading, and Remote View is greyed out

**Description**: Live Terminal is stuck on loading on a device running macOS 10.13.6. The remote view/control feature is also disabled as the remote assist app is not getting installed.

**Possible Cause**: Check the crash report for the Hexnode agent app from the Console app. Open **Console** and click **/Library/Logs > Diagnostic Reports**. Search for the crash report file that starts with “hexnodeagentd”. Open the file and search for “Termination Reason”. If the reason indicates a missing library, the issue is possibly due to the absence of the required Swift 5 libraries.

**Solution**: For devices running macOS versions below 10.14.4, install the [Swift 5 Runtime Support for Command Line Tools](https://support.apple.com/en-us/106446) package on the device to access the required Swift 5 libraries.