Upgrade failing on macOS devices due to missing BackendServer field in cfg.ini

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)
• Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)
• Carbon Black Cloud Audit and Remediation (formerly Cb Live Ops)

Issue/Introduction

• Sensor Update Status (SUS) job for macOS devices shows error
• Exporting SUS job results shows error indicating no Sensor data returned

  "sensorState":"FAILED","reason":"Appservices did not return data for this sensor in this org"

• /Applications/Confer.app/cfg.ini (pre-3.5 Sensor) OR /Library/Application\ Support/com.vmware.carbonblack.cloud/Config/cfg.ini (post-3.5 Sensor) missing BackendServer field and/or value
• /Applications/Confer.app/cfg.ini.bkp (pre-3.5 Sensor) OR /Library/Application\ Support/com.vmware.carbonblack.cloud/Config/cfg.ini.bkp (post-3.5 Sensor) not present

Environment

• Carbon Black Cloud Sensor: 3.5.x.x and Earlier
• Apple macOS: All Supported Versions

Cause

Corrupted cfg.ini and missing cfg.ini.bkp

Resolution

1. Update BackendServer in cfg.ini with Device Services URL

   BackendServer=<DeviceServices_URL>

2. Copy cfg.ini and save as cfg.ini.bkp within /Applications/Confer.app

Additional Information

If the resolution needs to be performed on multiple devices, please open a Support case and reference EA-18372 for further assistance, providing Sensor logs from at least one impacted machine