Carbon Black Cloud Sensor: Linux upgrade Failed with error "Software Upgrade process failed (Download Failure)"

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)
• Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)

Issue/Introduction

\var\opt\carbonblack\psc\log will have the following error messages. 

[2023-08-22 07:22:58.056353] [1018:1064] [E] SwUpgradeTool : GetUpgradeBits : Could not download sensor update; PscCommsError=ConnectionTimedOut; cancelling upgrade
[2023-08-22 07:22:58.056401] [1018:1064] [E] SwUpgradeTool : FailUpgrade : Software Upgrade process failed (Download Failure)
[2023-08-22 07:22:58.059383] [1018:1064] [I] SwUpgradeState : SetState : Persisted SwUpgradeState Failed
[2023-08-22 07:22:58.060992] [1018:1064] [I] SwUpgradeState : SetAgentVersion : Persisted SwUpgradeAgentVersion 2.14.0.1321525
[2023-08-22 07:22:58.061008] [1018:1064] [I] SwUpgradeTool : FailUpgrade : Upgrade mode cleared
[2023-08-22 07:22:58.061015] [1018:1064] [I] SwUpgradeThread : SendTelemetryEvent : Sending event for upgrade failure
[2023-08-22 07:22:58.064724] [1018:1064] [I] SwUpgradeThread : ThreadLoop : End of software upgrade process

 

Environment

• Carbon Black Cloud Linux Sensor: 2.15
• Linux: All Supported Versions

Cause

• The CentOS/RedHat package, has 348MB size, demands a bandwidth greater than 2MB/s for successful downloading.
• CBC sensors impose 3-minute limit for software downloads. If a download fails, it retries repeatedly.
• Sensor does not support resumable download, so it starts over from scratch on every download.

Resolution

• Issue is currently being investigated with the aim of increasing the timeout value.
• As a temporary workaround, perform the upgrade using the command line, following the instructions detailed in the document below: https://docs.vmware.com/en/VMware-Carbon-Black-Cloud/services/cbc-sensor-installation-guide/GUID-4B01463E-2620-49E4-A8A3-CFB962D2D838.html

Additional Information

Some environments may be unable attain consistent high bandwidth.