App Control: Troubleshooting Console Unavailability
search cancel

App Control: Troubleshooting Console Unavailability

book

Article ID: 286048

calendar_today

Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Error when launching App Control Console:
  • "The Carbon Black App Control console cannot connect to the database. Ensure that the database server is running. If the issue persists, contact Carbon Black technical support."
  • "The Cb Protection Console cannot connect to the database. Ensure that the database server is running. If the issue persists, contact Carbon Black technical support."
  • "Fatal Error: The Carbon Black App Control Console cannot connect to the database. Ensure that the database server is running. If the issue persists, contact Carbon Black support"
  • "Network error while trying to communicate with Carbon Black App Control Server"
  • "Error: Could not connect to host"

Environment

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

Cause

  • Network connectivity to SQL server has been disrupted (Two Tier Environments)
  • SQL Server services are not running or SQL role permissions are missing
  • App Control Server/App Control Reporter service password was changed
  • IIS DefaultAppPool identity is not correctly set
  • CB SQL Server not meeting OER
  • Das DB was changed to a different SQL Instance without reinstalling App Control application
  • Other

Resolution

  1. Login to the App Control Server
  2. Confirm network connectivity between  App Control Server and  App Control SQL server (if Two Tier).
  3. Confirm status of App Control Server, App Control Reporter, and SQL Server services:
    1. Go to Start > Run > type “services.msc" > click OK.
    2. Find "App Control Server", "App Control Reporter", and "SQL Server" service:
    3. Confirm status is "running" for each service
    4. Right click "App Control Server" service > Properties > log on tab
    5. Fill in password, click "apply"
    6. Right click "App Control Reporter" service > Properties > log on tab
    7. Fill in password, click "apply"
  4. Confirm Windows Permission Required
  5. Confirm SQL Permission
  6. Verify IIS identity for the DefaultAppPool
  7. Confirm SQL Server is meeting OER depending the App Control Server Version installed
  8. If SQL Instance was changed, uninstall and reinstall App Control Server application, information is published in Server Installation Guide
  9. Other
    1. Collect  App Control Server troubleshooting logs
    2. Collect Event Viewer logs from App Control Application and App Control SQL Server
    3. Collect SQL Server logs
    4. Upload the collected logs to the CB Vault and provide an update on the relevant Support Case.