App Control: Disconnected Agent With WinHttpSendRequest Error 12007 Message
search cancel

App Control: Disconnected Agent With WinHttpSendRequest Error 12007 Message

book

Article ID: 286443

calendar_today

Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

  • Agent is showing as Disconnected.
  • Disconnected Agent Logs reveal messages similar to the following in the Trace.bt9 file:
Server Communication: WaitForResponse End: m_bIsSleeping[0] IsSleeping[0] GetHttpStatus[0] GetWinHttpError[12007] GetSslError[0] DataAvailable[0]
Server Communication: WaitForResponse: WAIT_OBJECT_DATA_AVAILABLE_EVENT
Server Communication: WinHTTP communication error: 12007

Environment

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

Cause

This message is returned by Windows when a networking issue is preventing the endpoint from resolving the Server Address:
ERROR_WINHTTP_NAME_NOT_RESOLVED: 12007
The server name cannot be resolved.

Resolution

  1. Use a command prompt to issue the following commands:
    cd "C:\Program Files (x86)\Bit9\Parity Agent"
    dascli status
  2. In the returned output, locate: Server Information > Server and note the address.
    Example: appserver.domain.com:41002 means the Server Address is appserver.domain.com
  3. Attempt to connect to that Server Address via the PowerShell command:
    tnc -ComputerName YourServerAddress -Port 41002 -InformationLevel "Detailed"
  4. In some instances a Proxy is preventing this communication. Issue the following to verify if a Proxy is present, and issue a Proxy reset if present:
    netsh winhttp show proxy
    netsh winhttp reset proxy
  5. Attempt a winsock reset, then reboot the endpoint:
    netsh winsock reset
  6. If the issue persists despite the PowerShell connect test succeeding, please provide the Disconnected Agent Logs to Support for further review.