How to Troubleshoot Sensor Connection Issues
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How to Troubleshoot Sensor Connection Issues

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Article ID: 285031

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Updated On:

Products

Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter) Carbon Black Cloud Endpoint Standard (formerly Cb Defense) Carbon Black Cloud Workload

Issue/Introduction

 How to Troubleshoot Sensor Connection Issues

Environment

  • Carbon Black Cloud Sensor: All Versions

Resolution

Please open up a case with VMware Carbon Black Support, the case will start with collecting information:

  1. Has the sensor ever connected before? If so was anything changed since then?
  2. What is the device sensor version?
  3. What is the device operating system?
  4. Is the device a cloned image or VDI?
  5. Are any devices in the same network/subnet connected?
  6. Verify the correct ports/firewall rules are in place
  7. Collect screenshots of the below connectivity test to the CBC Cloud: How To Troubleshoot Sensor Communication Issues
  8. Collect Sensor logs: Collect Sensor Logs Locally
  9. Collect a Wireshark and CAPI2 logs noting the IP of the sensor:
  10. Take screenshots using the below KB to verify the correct SSL Ciphers Suites are installed: What do you look for with WireShark for TLS issues?
  11. Take screenshots using the below KB to verify no SSL Inspection or Content filter are involved: How to confirm content filtering or SSL Inspection is involved with Communication.