Carbon Black App Control Reporter Service Start Failure

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

• Not able to start Carbon Black App Control Reporter service because of the following error:

  windows could not start the Carbon black App Control Reporter service on Local Computer.
  Error 1053:The service did not respond to the start or control request in a timely fashion.                                    

• Starting the service manually trough an elevated command prompt gives the following error: 

  C:\Program Files (x86)\Bit9\Parity Server\Reporter>ParityReporter.exe start
  Cannot start Carbon Black App Control Reporter due to invalid configuration in file User.config

Environment

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

Cause

Corruption over the file User.config.

Resolution

1. Stop the Carbon Black App Control Server service.
2. Delete the User.config file in:

   C:\Users\<ServiceAccount>\AppData\Local\VMware,_Inc\ParityReporter.exe_Url_VALUE\ServerVersion\

3. Delete any/all temporary files in:

   C:\Users\<ServiceAccount>\AppData\Local\Temp\

4. Verify the Service Account credentials are correct in the Log On tab of the Reporter service.
5. Attempt to start the Server & Reporter services again.

If the issue persists, contact Support.

Additional Information

Server versions previous to 8.1.10 stored the User.config file in: 

C:\Users\<ServiceAccount>\AppData\Local\Carbon_Black,_Inc\ParityReporter.exe_Url_VALUE\ServerVersion\