Agent Upgrade Fails With "Ineligible for Upgrade"
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Agent Upgrade Fails With "Ineligible for Upgrade"


Article ID: 286709


Updated On:


Carbon Black App Control (formerly Cb Protection)


Console displays computer(s) were ineligible for upgrade after agent upgrade attempt


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


The most common reason is because the endpoint is not running an Operating System that is supported by the Agent. Additional reasons could include:

  • The Host Package Installers were not uploaded to the Server.
  • The upgrade.xml is corrupted.


  1. Verify the endpoint meets the Operating Environment Requirements.
    • If the Operating System is not currently supported the upgrade will not be possible at this time.
    • If the Operating System is supported, continue.
  2. Log in to the application server hosting the Console as the Carbon Black Service Account.
  3. Temporarily stop the services:
    • Carbon Black App Control Server
    • Carbon Black App Control Reporter
  4. Navigate to:
    C:\Program Files (x86)\Bit9\Parity Server\upgrade
  5. Locate the upgrade.xml file and copy it elsewhere to create a backup.
  6. Delete the existing upgrade.xml file.
  7. Start the services:
    • Carbon Black App Control Server
    • Carbon Black App Control Reporter
  8. Follow the steps to re-install the Agent Packages for any relevant Operating System.
  9. Log in to the Console and navigate to https://ServerAddress/InstallerVersions.php
    • Verify the Version Installed shows for each relevant Operating System in use.
  10. Follow the steps to upgrade the Agent via the Console.

If the issue persists, open a case with Support and provide:

  1. Screenshot of https://ServerAddress/InstallerVersions.php
  2. Copy of the current upgrade.xml and the backup version made in Step 6.
  3. Agent Historical Logs from the endpoint in question.