App Control: File Details Page Not Loading Due To Timeouts Errors
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App Control: File Details Page Not Loading Due To Timeouts Errors

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Article ID: 288566

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Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

  • App control console with an small deployment of agents is not able to open file detail web page (file-details.php), because of timeouts. 
  • Php error log shows the following events:
[04-Dec-2020 13:59:29 America/New_York] Query: "SELECT * FROM dbo.AntibodiesGUI WHERE ( dbo.AntibodiesGUI.antibody_id = 13157 ) " caused error: DB Error: Query timeout expired
[04-Dec-2020 13:59:48 America/New_York] Query: "SELECT * FROM dbo.AntibodiesGUI WHERE ( dbo.AntibodiesGUI.antibody_id = 1760 ) " caused error: DB Error: Query timeout expired
[04-Dec-2020 13:59:59 America/New_York] Query: "SELECT * FROM dbo.AntibodyInstancesGUI WHERE ( host_id = 0x AND antibody_id = 13157 ) " caused error: DB Error: Query timeout expired
[04-Dec-2020 14:00:18 America/New_York] Query: "SELECT * FROM dbo.AntibodyInstancesGUI WHERE ( host_id = 0x AND antibody_id = 1760 ) " caused error: DB Error: Query timeout expired
...
[12-Nov-2020 10:52:49 America/Los_Angeles] Query: "SELECT * FROM dbo.AntibodiesGUI WHERE ( dbo.AntibodiesGUI.antibody_id = 43422 ) " caused error: DB Error: Shared Memory Provider: No process is on the other end of the pipe.
  • A simple sql select query againts AntibodiesGUI view is  throwing the following error: There is insufficient system memory in resource pool 'internal' to run this query

Environment

  • App Control Server: All Supported Versions
  • SQL Server 2019

Cause

SQL server 2019 bug is not allowing the query operation to complete

Resolution

Download and apply the latest Cumulative Update for SQL Server 2019 on the system

Alternatively, change the Compatibility level for the DAS database:
  1. Stop the CB App Control Server and Reporter Services
  2. In SQL Mgmt Studio > Expand Databases > Right-click "das" > Properties > Options > Compatibility level > Set it to > SQL Server 2017 (140) > Ok
  3. Start the CB App Control Server and Reporter Services and try to navigate to the File Details page again