Carbon Black Cloud: Sensor Service Failing to Start (Windows)

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• Sensor no longer checking in to the console
• Sensor Service (CB Defense) not running
• Windows Event Viewer System Logs shows entry similar to below:

Error - MM/DD/YYYY - Timestamp - Service Control Manager - Event ID:7000
A timeout was reached (45000 milliseconds) while waiting for the CbDefense service to connect.
The CbDefense service failed to start due to the following error: The service did not respond to the start or control request in a timely fashion.

• Reboot does not automatically restart the service
• Manually restarting the Service succeeds, but may fail again post reboot
• Other Services set to Automatically start, also fail to start 

Environment

Carbon Black Cloud: All Supported Versions
Microsoft Windows: All Supported Versions

Cause

Issues with resources on the Operating System are negatively affecting one or more Service

Resolution

• Increasing the timeout value for services (Default is 30000 milliseconds/30 Seconds) - This may need to be adjusted several times in order to find the suitable timeframe to allow services to start as expected
• Reference the example Microsoft KB Article below, which shows the procedure on how to amend/add the Timeout value

https://learn.microsoft.com/en-us/troubleshoot/windows-client/system-management-components/windows-trace-session-manager-service-not-start-event-id-7000

Additional Information

Reported on Windows 10 Devices, but the resolution advice remains for other Supported Windows OS