File Details Page Not Loading Due To Timeouts Errors

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. 
• PHPError.log shows the following events:

[04-Dec-2020 13:59:29 America/New_York] Query: "SELECT * FROM dbo.AntibodiesGUI WHERE ( dbo.AntibodiesGUI.antibody_id = <ID> ) " 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 = <ID> ) " 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 = <ID> ) " 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 = <ID> ) " 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 = <ID> ) " caused error: DB Error: Shared Memory Provider: No process is on the other end of the pipe.

• SQL SELECT queries against AntibodiesGUI view generates the following error: There is insufficient system memory in resource pool 'internal' to run this query

Environment

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

Cause

Microsoft SQL Server 2019 defect is not allowing the query operation to complete successfully.

Resolution

1. Download and apply the latest Cumulative Update for SQL Server 2019 on the App Control database server.
2. 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

Additional Information