Agent Startup Failure Due to Citrix VDA

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

• Agent service cannot start after completing agent initialization and system reboot
• Agent may stop automatically
• Dascli commands show error "cannot connect to agent"
• The issue persists even if AV exclusions have been configured for the agent

Environment

• App Control Windows Agent: 8.x and Higher
• XenDesktop VDI

Cause

One potential cause is due to the software Citrix Virtual Delivery Agent (VDA).

Resolution

Make the changes according to the Citrix Article found here 

1. Add the Key HKLM\SYSTEM\CurrentControlSet\services\CtxUvi
2. Add the Value Name: HKLM\SYSTEM\CurrentControlSet\services\CtxUvi Type: REG_SZ 
3. Set the Values according to processes found in Agent Anti-Virus Exclusions

Additional Information

Citrix Virtual Delivery Agent has two editions, 32-bit and 64-bit; we've only seen the problem with the 32-bit version