App Control: How To Troubleshoot BSODs
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App Control: How To Troubleshoot BSODs

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Article ID: 286040

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Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

BSOD (Blue screen of death)

Environment

  • App Control Agent
  • Microsoft Windows: All Supported Versions

Cause

  • Incorrect OS/Agent Version pair
  • Interoperability issue

Resolution

  1. Confirm that the version of the App Control Agent is supported by the OS being used:
    • Desktop OS: https://docs.vmware.com/en/VMware-Carbon-Black-App-Control/services/cb-appc-oer-winagent-desktop/GUID-A22FCC4B-CA35-4DDF-AA52-A101581E34F4.html
    • Server OS: https://docs.vmware.com/en/VMware-Carbon-Black-App-Control/services/cb-appc-oer-winagent-winserver/GUID-6907146E-7658-43C9-9C8B-A795A8BA67BE.html
  2. Confirm 3rd party security tools are excluding App Control:
    • https://community.carbonblack.com/t5/Knowledge-Base/App-Control-Anti-Virus-Exclusions-for-Agent-Windows/ta-p/38334
  3. Try upgrading to the latest release as it's quite likely the issue has already been addressed in a newer version.
  4. If the issue still continues, grab a complete memory dump:
    • https://community.carbonblack.com/t5/Knowledge-Base/All-Products-How-to-Setup-a-Windows-Machine-for-Full-Memory-Dump/ta-p/93333
  5. Zip the .dmp file and upload to the Vault.
  6. Once the upload completes, please comment on the support case that the data is available for review