App Control: Agent Diagnostic Upload Receives Error Status

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

After requesting a diagnostic upload, an "Error" Status is shown under Tools > Requested Files > Diagnostic Files

Environment

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

Cause

This is generally caused by the network connection dropping during the upload attempt.

Resolution

1. Verify the endpoint is online/remains online.
2. Verify the application server has enough free space.
3. Transfer the files manually from the endpoint:

   Windows: "C:\ProgramData\Bit9\Parity Agent\Logs".
   Linux: "/srv/bit9/data/Logs".
   macOS: "/Library/Application Support/com.bit9.Agent/Logs"

Additional Information

• If the errors continue, collect logs while attempting the upload:
  1. https://community.carbonblack.com/t5/Knowledge-Base/App-Control-How-To-Collect-Agent-Performance-Logs-Windows/ta-p/64875
  2. Powershell - Ping.exe -t EnterAppServerNameHere | ForEach {"{0} - {1}" -f (Get-Date),$_} > C:\temp\ping.txt