Troubleshooting Console API Errors and Connectivity

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Steps to troubleshoot API errors or connectivity issues.

Environment

• App Control Server: All Supported Versions

Resolution

1. Log in to the Console and navigate to Settings > System Configuration > General
   • Note the Server Address displayed (Ex: appcontrol.domain.com) 
   • API requests will be submitted against the Server Address.
2. From an endpoint, use PowerShell to test connectivity & port requirements against the Server Address on port 443:

   Test-NetConnection -ComputerName appcontrol.domain.com -Port 443 -InformationLevel "Detailed"

3. If using an external script, test the API User details:
   1. Verify proper User Role permissions and details.
   2. Log in to the Console as that user and perform the desired task (ex: Change Agent Policy).
      • If unable to log in, or the task fails, user details/permissions are incorrect.
   3. If able to log in, and the task succeeds, test API calls using Postman.
      • If the calls work via Postman, the external script will need debugging.
4. Verify the RPCServerAddress and WebServerAddress match the Server Address displayed.
5. Verify the connection settings in the Web.config file.
6. Verify the IIS Common Configuration matches the Common Requirements from: Carbon Black App Control Documentation > Server Documentation > Server OER
7. If DNS is unavailable, or receiving API Not Reachable errors, manually adjust the hosts file.
8. If API is unable to connect due to Insecure Certificate, adjust & replace the certificate accordingly.
9. If receiving a Non-english Installation Error, a language change on the application server may be required.

If the issue persists, capture the following logs:

1. If errors encountered while using an external script to access the API, also:
   1. Include full screenshots of all errors.
   2. If possible, include relevant code samples (sanitize API token values before providing to Support).
   3. Capture a Wireshark Capture from the endpoint initiating the API script
2. Capture the Server Logs for Web Console or API Errors while recreating the issue.