Agent Upgrade Fails With "Ineligible for Upgrade"

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

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

Environment

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

Cause

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.

Resolution

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.