Troubleshooting a Failed Installation of HostPackage or Rules Installer

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

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. 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.
   8. If the issuer persists collect:
      • High Debug Server Logs while recreating the install failure
      • The package installer log
        • Located at %userprofile%\AppData\Local\Temp and then moves to Program Files (x86)\Bit9\Parity Server\Support. Note that userprofile would be the Service Account that the Server and Reporter services are running as.
        • Examples: RulesInstaller-<DateTime>.log, HostPackageInstaller-<DateTime>.log