Agent Upgrade Error in Console "Upgrade installer ended without stopping the agent"

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

When upgrading the Agent via the Console the upgrade fails and the error returned to the Computer Details page in the Console shows: 

"Agent upgrade: Failed executing Installer[c:\programdata\bit9\parity agent\parityhostagent.msi] Cmdline[User[NT AUTHORITY\SYSTEM]]. Upgrade installer ended without stopping the agent."

Environment

• App Control Agent: All Supported Versions
• App Control Console: All Supported Versions
• Microsoft Windows: All Supported Versions

Cause

There are many reasons why this message could be displayed, these include:

• Failure of the Code Signing/Counter Signing certificates used to validate the ParityHostAgent.msi file.
• Remnants from a previous Agent installation, preventing the upgrade.
• Some other Pre-installation Check failing, causing the Agent to not upgrade.

Resolution

The full ParityHostAgentInstall_TIMESTAMP.log file on the endpoint should be reviewed for further confirmation, however some common ways to resolve these issues include:

1. Verify Agent Exclusions are in place with other antivirus/security/scanning software: Antivirus Exclusions for the Agent
2. Issue a Global Approval for the new hash of the ParityHostAgent.msi file, and remove the pending Upgrade Attempt to allow the Agent to receive the new Approval.
3. Verify Add/Remove Programs shows only one version of the Agent installed.
4. Verify Registry Keys from previous versions are not present.
5. Test manually upgrading an Agent via the command line.

Additional Information

If the upgrade continues to fail please collect the full upgrade log from the endpoint open a case with Technical Support and provide a copy of the failed log from the endpoint, which should be located in:

"C:\ProgramData\Bit9\Parity Agent\Logs\ParityHostAgentInstall_TIMESTAMP.log"