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Troubleshooting Disconnected Agents (Windows)
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Article ID: 286690
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Updated On:
Products
Carbon Black App Control (formerly Cb Protection)
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Issue/Introduction
Endpoints are showing as Disconnected in the Console under Assets > Computers.
Endpoints are not showing in the Console under Assets > Computers.
Endpoints are experiencing general communication issues with the App Control Server.
Agents have stopped checking in with the App Control Server.
Environment
App Control Agent: All Supported Versions
App Control Server: All Supported Versions
Microsoft Windows: All Supported Versions
Cause
There are many reasons why an Agent could have difficulties communicating with the App Control Server.
Resolution
Verify the Agent Communication Certificate:
Log in to the Console and navigate to Settings > System Configuration > Security.
Verify the following details:
Common Name should match the Server Address from the General tab.
Expiration Date is in the future.
Matching Certificate listed in Trusted Communication Certificates and Trusted.
If necessary:
Replace the Server Certificate
If
Certificate Verification
is enabled the Agent Communication Certificate
may need to be imported
on the endpoint(s).
On the endpoint, verify the following items:
Manually
restart the Agent via the command line
to be sure it is fully running.
Use a command prompt to issue the following commands:
cd "C:\Program Files (x86)\Bit9\Parity Agent\
dascli server
If the Server Address does not match the Common Name in Step 1, either:
Update the
Server Address on the Agent
(if limited number of Agents)
Replace the Server Certificate
with one that contains a
valid Subject Alternative Name
(all/large number of Agents)
If the Server Address matches,
test network connectivity
between the endpoint and the Server Address.
Verify the
TLS & Cipher Suites
enabled in the Operating System on the endpoint match those enabled on the application server.
Verify the Agent does not show in
Duplicate Computers
.
If using Active Directory Policy Mapping, verify
Slow Lookups
are not contributing to the issue.
If the issue persists, collect the
Disconnected Agent Logs
and open a case with Support.
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