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 Disconnected Agent Logs while attempting the upload.