CB Defense: No Device Information Showing For Installed Sensor In Dashboard

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• Sensor appears on Endpoints page
• No Operating System (OS) or Sensor Version is displayed
• Sensor has not checked in since installation

Environment

• CB Defense PSC Console: All Versions
• CB Defense Sensor: 3.x

Cause

The Sensor has not checked-in to the back-end since installation.

Resolution

• This can happen if the Sensor installation did not complete successfully. If unsure why installation failed, contact Technical Support. 

Additional Information

• If performing an unattended installation, use the /L*vx flag to create an install log

To Confirm Installation Failure

1. Connect to the endpoint in question
2. Check for the Confer directory

   C:\Program Files\Confer

3. Check CB Defense Services' status

   sc query cbdefense
   sc query cbdefensewsc
   sc query ctifile
   sc query ctinet

   (1060 response indicates service is not installed)
4. If services are not installed, reinstall Sensor