Troubleshoot Agent Package Generation Failures

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Troubleshoot cases where Agent Package Generations are failing. This presents itself when https://ServerAddress/InstallerVersions.php

• Version Installed: Contains a version when Package Generation is Enabled.
• Package Generation Status: Returns to Disabled after being set to Enabled.

Environment

• App Control Server: All Supported Versions

Resolution

1. Verify the Server Exclusions are added to all other security products on the application server hosting the Console.
2. Verify no Trusted Directory exists for the /hostpkg/ directory.
3. Verify the Service Account Windows Permissions have not been modified.
4. Delete the temp files from the Service Account local temp and Server's local temp directories.
5. If application server is in a limited or airgapped network, install the Agent Installer certificates locally.
6. Re-install the relevant Agent Host Package Installer locally.

If the issue persists:

1. Start a Standard Procmon Capture.
2. Log in to the Console and navigate to https://<ServerAddress>/support.php > Diagnostics and choose:
   • Snapshot Server Logs (to write current logs and start a new file)
   • Logging Duration: 30 minutes.
   • Debug Level: Verbose
   • Script Debug Level: Verbose
   • Click Start Logging
3. Navigate to https://<ServerAddress>/shepherd_config.php and set the problematic Package Generation task to true:

   GenerateWindowsInstaller
   GenerateMACInstaller
   GenerateRedhatInstaller

4. Navigate to https://<ServerAddress>/support.php > Advanced Configuration > click Regenerate install files.
5. Verify the relevant Shepherd Config has changed to false again.
6. Navigate to https://<ServerAddress>/support.php > Diagnostics > Stop Logging Now.
7. Complete the Procmon capture.
8. Navigate to Tools > Requested Files > Diagnostic Files tab and save the files:
   • ServerLog-TIMESTAMP.bt9
   • ReporterLog-TIMESTAMP.log
   • PHPErrors-TIMESTAMP.log
9. Zip the Procmon and Diagnostic Files together and upload to the Support case for further review.