App Control: Reporter Service Not Starting After Initial Install
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App Control: Reporter Service Not Starting After Initial Install

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Article ID: 288738

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Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

  • ParityReporter service will not start
  • Errors in Windows Event Log show a crash on KernelBase.dll
  • ParityReporter.txt contains no logs
  • Running the ParityReporter.exe manually in CMD shows a permissions error writing a .tmp file

Environment

  • App Control Server: All Supported Versions

Cause

  • This issue is cause by the service account missing permissions to write to the installation folder
  • The folder path created by the installer expects US date/time format. In other clock settings such as English (Europe) the date/time format is not parsed correctly

Resolution

  • Verify that the service account has Local Administrative Privileges
  • Verify in Local Security Policy that the account has "Logon as Service" and "Logon as Batch"
  • Set the App Control Server's clock settings to English (United States) while logged into the server as the App Control¬†service account user.
  • Confirm "Short date" format is M/d/yyyy
  • Once permissions are applied, an uninstall and reinstall may be required

Additional Information

Additional information regarding required items can be found in the CB Protection User Guide, and CB Protection Server Installation Guide located here: 
CB Protection Documents