Troubleshooting a Failed Installation of Host Package Installer
search cancel

Troubleshooting a Failed Installation of Host Package Installer

book

Article ID: 286612

calendar_today

Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

How to troubleshoot a failed install of a Host Package Installer.

Environment

  • App Control Console: All Supported Versions
  • App Control Host Package Installer: All Supported Versions

Resolution

  1. Verify the process to upload the new Host Package Installer being followed correctly.
  2. Log in to the Console and go to: Reports > Events to look for any failure messages.
  3. Attempt to apply the Host Package Installer locally on the application server following these steps.
  4. Verify the Carbon Black Service Account is in the Local Administrators Group on the application server.
  5. Verify the Server Exclusions are in place for any other security software on the system.
  6. Delete the Agent Installer Temp Files.
  7. Navigate to https://ServertAddress/support.php > Scheduled Tasks and verify ProcessHostPackageInstaller shows as enabled.

Additional Information

  • If the issue persists, enable High Debug Logging, recreate the install failure and submit the logs when opening a case with Support
  • The hostpackage installer logs start at <USERS>\AppData\Local\Temp and then moves to Program Files (x86)\Bit9\Parity Server\Support