Troubleshooting Agent Install/Upgrades (Windows)

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

To troubleshoot Agent installation and upgrade failures

Environment

• App Control Agent: All Supported Versions
• App Control Console: All Supported Versions
• Microsoft Windows: All Supported Versions

Resolution

1. Verify that other security tools have implemented exclusions for the agent
   • Antivirus Exclusions for the Agent
2. Confirm the correct command is being used:
   • Methods To Upgrade The App Control Agent
3. Confirm that no MSI transformations are being used.
   • MSI Transforms During Install or Upgrade

     MSI (s) (18:10) [11:51:02:865]: Looking for file transform: <PathHere>.mst MSI (s) (18:10) [11:51:02:880]: File will have security applied from OpCode. MSI (s) (18:10) [11:51:02:880]: Original transform ==> <PathHere>.mst MSI (s) (18:10) [11:51:02:880]: Transform we're running from ==> <PathHere>10c21.mst

4. If the upgrades are being performed via the App Control Console, look at the "Upgrade Error" (computers page) column to see what error is listed.
5. Searching for "Value 3" and "Error" in the msi log and then working backward in the log can also reveal the reason for the failure.
   • Default Location For install Or Upgrade Log
6. If further troubleshooting is needed, provide the following information to support:
   • The method that is being used to install/upgrade the Agent (Console, SCCM, GPO, etc)
   • The version the Agent upgrading from/to
   • The command being used.
   • The installation/upgrade log
   • Collect Historical Agent Logs