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Mac Name in Automate Not Updating? Here’s How to Fix It

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Keeping your Mac fleet properly labeled and identified is critical when using ConnectWise Automate (formerly LabTech). A frequent issue systems administrators face is when a Mac name doesn’t update correctly in the Automate Control Center—even after the name has been changed directly on the local machine. This discrepancy can lead to confusion, mismanagement, or even failed scripts and automation. Fortunately, there are reliable steps to correct this issue and keep your Automate agent accurately reflecting your Mac environment.

TL;DR: Mac name not updating in ConnectWise Automate?

If your Mac’s hostname has been changed locally but isn’t showing the new name in Automate, it’s likely a syncing or permission problem. Start by verifying the hostname is correct on the local Mac, then check whether the Automate agent is registering updates. You may need to restart services or reinstall the agent. Follow this guide step-by-step to resolve the name mismatch and restore proper tracking.

Why Is the Mac Name Not Updating in Automate?

The root of the issue lies in how ConnectWise Automate receives and stores hostname data. The Automate agent installed on a Mac collects system metadata and reports it back to the server during regular inventory syncs. However, if this sync process is interrupted or misconfigured, changes such as updated hostnames aren’t properly reflected. This can be caused by:

Step-by-Step: How to Fix Mac Name Not Updating in Automate

1. Verify the Mac’s Local Hostname

Start by confirming that the Mac’s computer name has been changed correctly using both the graphical interface and terminal.

To check the computer name:

scutil --get ComputerName

This is the name that Automate tries to register. If the name isn’t what you expect, update it manually:

sudo scutil --set ComputerName "New-Mac-Name"
sudo scutil --set LocalHostName "New-Mac-Name"
sudo scutil --set HostName "New-Mac-Name"

Once updated, restart the Mac to ensure changes are applied.

2. Restart the Automate Agent

Once the name is confirmed, restart the Automate agent service to trigger a new inventory sync.

For newer Automate agents on Macs using LaunchDaemons:

sudo launchctl unload /Library/LaunchDaemons/com.labtechsoftware.LabTech.plist
sudo launchctl load /Library/LaunchDaemons/com.labtechsoftware.LabTech.plist

You may also check whether the agent is running with:

ps aux | grep LabTech

Wait a few minutes after rebooting or reloading the agent to permit check-in.

3. Check in the Automate Control Center

Go into your ConnectWise Automate Control Center:

  1. Open the Computer Management window for the affected Mac.
  2. Click the Inventory tab.
  3. Look under System Info for the Computer Name.

If the name hasn’t updated, right-click on the Mac and choose:

If there’s still no change, continue to the more advanced fixes below.

4. Check Agent Logs for Sync Errors

Automate agents log diagnostic information locally. You can examine these logs to diagnose communication errors or permission failures.

Typical log file location:

/Library/Application Support/LabTech Client/labtech.log

Look for entries like:

[ERROR] Failed to transmit system info
[INFO] Inventory sync started...

If you see errors, it may indicate problems with SSL certificates, blocked ports, or corrupted files. Investigate these messages carefully before proceeding.

5. Consider a Full Reinstall of the Agent

Sometimes the agent installation is too corrupted or misconfigured to repair. If all else fails, a full uninstall and reinstall of the Automate agent will force a new device registration—bringing along the correct hostname.

To uninstall the agent:

sudo /Applications/LabTech\ Client.app/Contents/Resources/uninstall.command

To reinstall:

  1. Download the latest Mac agent package from your Automate server (typically from the web portal).
  2. Install the new package using GUI or terminal.
  3. Ensure the hostname is set correctly before installation.

This will add a new entry in Automate. You may need to merge data manually or delete the old agent listing.

6. Inspect Network and Firewall Settings

Communications between the Mac agent and the Automate server depend on several specific URL endpoints and open ports. If the agent can’t reach the server, updates—including inventory name changes—won’t synchronize.

Confirm the following:

Tools like telnet or curl can help you test connectivity from the Mac to the Automate server.

Best Practices to Prevent Future Sync Failures

Once you’ve resolved the issue, implement the following precautions to reduce the likelihood of future hostname tracking problems:

Keeping agents properly configured and Macs updated ensures harmony between physical devices and the automation platform, enabling smoother workflows and accurate reporting.

Conclusion

While it may seem like a minor nuisance, incorrect or outdated Mac names in ConnectWise Automate can lead to major headaches—especially in environments that rely on scripts and automation targets. By confirming local name changes, restarting services, analyzing logs, and reinstalling agents when needed, you can gather full control of device identity reporting. With consistent maintenance and the tips outlined above, your Mac inventory will remain organized, precise, and automation-ready.

Stay vigilant, and don’t hesitate to build internal SOPs around agent management going forward. A clear and reliable naming strategy pays for itself in smooth operations.

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