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

Cause

Package Generation will automatically turn off under two common scenarios:

• The Unbranded Installer file is missing/was deleted (Ex: ParityHostAgent.msi) 
• Sharing Violations are occurring on the files during Package Generation

Resolution

Initial Troubleshooting:

1. Install the Agent Installer certificates locally & re-install the relevant Agent Host Package Installer locally.
2. Verify each of the following:
   • Server AV Exclusions are added to all other security products on the application server hosting the Console.
   • No Trusted Directory exists for the /hostpkg/ directory.
   • The Service Account Windows Permissions have not been modified.
3. Delete the temp files from the Service Account local temp and Server's local temp directories.
4. Manually test Regenerating Policy Installers.

 

Manually Test Regenerating Policy Installers:

1. Log in to the Console and navigate to: https://ServerAddress/shepherd_config.php
2. Set the problematic Package Generation task to true:

   GenerateWindowsInstaller
   GenerateMACInstaller
   GenerateRedhatInstaller

3. Navigate to https://ServerAddress/support.php > Advanced Configuration > click Regenerate install files.
4. Monitor the /hostpkg/ page to see if the links disappear, or the Shepherd Config page to see if the relevant Package Generation task reverts to false again.

 

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. Follow the steps above to Manually Test Regenerating Policy Installers.
4. Navigate to https://<ServerAddress>/support.php > Diagnostics > Stop Logging Now.
5. Complete the Procmon capture.
6. Navigate to Tools > Requested Files > Diagnostic Files tab and save the files:
   • ServerLog-TIMESTAMP.bt9
   • ReporterLog-TIMESTAMP.log
   • PHPErrors-TIMESTAMP.log
7. Zip the Procmon and Diagnostic Files together and upload to the Support case for further review.