Missing "OS" and "SENSOR" Info in Endpoints Page after Installation

Products

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

Issue/Introduction

"OS" and "SENSOR" information in Inventory page (Endpoints, VM Workloads, VDI Clones) is missing / blank / empty

Environment

• Carbon Black Cloud Console: All Versions
• Carbon Black Cloud Sensor: All Versions
• Apple macOS: All Supported Versions
• Microsoft Windows: All Supported Versions
• Linux: All Supported Versions

Cause

Sensor installation fails on the local device after successful registration. This causes the sensor version and OS Version to not be reported.

Resolution

1. Check if all the required ports and URLs are allowed in Firewall/Proxy
2. Try to reboot the device, and see if it can help to bring the OS and Sensor info back to the console.
3. If Step 2 doesn't help, try to uninstall and reinstall the sensor to see if i can help to fix the issue
4. If the issue still persists, create a Support ticket and provide the following items to Tech Support team:
   1. the cmd.exe output from Step 3;
   2. msi.log from the path running installation command
   3. installer.log from one of the following possible locations:
      • Windows: C:\Windows\TEMP\
      • Windows: C:\Users\<user>\AppData\Local\Temp\
      • Windows: C:\Users\All Users\AppData\Local\Temp
      • Mac: The equivalent of confer-temp.log on mac is confer-preinstall-xxxxxxxx.log & confer-postinstall-xxxxxxx.log/tmp
      • Mac: /Applications/Confer.app/

Additional Information

• Always make sure the required ports and URLs are allowed in Firewall/Proxy first
• To find all devices where installation has failed, search for:

  -sensorVersion:*

• In order for a device record to show up on an Inventory page, registration must have succeeded
• If a record does not appear on an Inventory page for a given hostname, both registration and installation have failed