Endpoint Standard: Failure deleting hash Reason: UNKNOWN

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• Unable to delete a known malware hash
• Error:

Failure deleting hash 'b099c868cfba0da2e17c5a1f5b171b7318426dd8d27c9152d55868d038510f0f' off of device 'xxxxx' at path 'xxxx\xxxx\...' Reason: UNKNOWN

•  The hash cannot be removed either by the malware removal tool or manually

 

Environment

• Endpoint Standard sensor: 3.6.0.1941

Cause

The issue has been observed on endpoints installed on Windows 7 

Resolution

The issue has been observed on endpoints installed on Windows 7 , the malware deletion succeeds on an endpoint with Windows 10