Hosted EDR: Sensor installer files are missing

Products

• Carbon Black EDR (formerly Cb Response)

Issue/Introduction

• Attempting to download the sensor software installer files from the EDR UI fails. 
• Browser error: "Failed - Server problem"

Environment

• Hosted EDR: 6.x and 7.x

Cause

This issue typically occurs when an unspecified error occurs during the instance setup. 

Resolution

1. Open a support case with the Carbon Black Support team.
2. Provide a screenshot of the on-screen error.

Additional Information

• This issue is most likely to occur with newly-deployed CB Response Cloud instances.