App Control: Agents Stuck in Reboot Required Upgrade Status

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Upgrade Status for Agent shows Reboot Required, rebooting does not resolve.

Environment

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

Cause

The upgrade failed on the endpoint and not all files required were properly replaced.

Resolution

Verify the versions being reported by the Agent on the endpoint, if they do not match a full uninstall of the Agent and a reinstall will be required.

1. Open an administrative command prompt on the endpoint and compare the Version Information of the CLI, Agent and Kernel by issuing the following commands:

   cd "C:\Program Files (x86)\Bit9\Parity Agent"
   dascli status

2. Compare the file versions of "C:\Program Files (x86)\Bit9\Parity Agent\Parity.exe" and "C:\Windows\System32\Drivers\Parity.sys" to be sure they match.

If the versions match please open a case with Support and provide the most recent Agent Upgrade Log from "C:\ProgramData\Bit9\Parity Agent\Logs\ParityHostAgentInstall_TIMESTAMP.log".

Additional Information

If reinstalling the Agent does not resolve the issue open a case with Support and provide the most recent Agent Install Log from "C:\ProgramData\Bit9\Parity Agent\Logs\Install_VERSION_TIMESTAMP.log".