App Control: Agent Upgrade Error: "filename is being held in use by the following process"

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

• Agent upgrade fails
• Logs show an error message similar to this one:

Info 1603.The file C:\Program Files (x86)\Bit9\Parity Agent\libeay32.dll is being held in use by the following process: Name: VGAuthService, ID: 2872, Window Title: (not determined yet). Close that application and retry.
Info 1603.The file C:\Program Files (x86)\Bit9\Parity Agent\libeay32.dll is being held in use by the following process: Name: vmtoolsd, ID: 2972, Window Title: (not determined yet). Close that application and retry.

 

Environment

• App Control (Formerly, CB Protection) Agent: All Supported Versions

Cause

Another process is locking files used by the CB Protection agent

Resolution

1. The process listed in the error should have exclusions in place to not scan / lock files used by the App Control agent
2. A list of those exclusions can be found here: https://community.carbonblack.com/t5/Knowledge-Base/Cb-Protection-Anti-Virus-Exclusions-for-Agent-Windows/ta-p/38334