Cannot Delete User Profile

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• When attempting to delete a user profile using the System ~ User Profiles dialog box an error message is displayed "Profile not deleted completely. Error - The RPC Server is unavailable"
• Profile can be deleted with the sensor in bypass
• A lot of alerts are created with policy deny and ransomware messages

Environment

• Endpoint Standard Sensor: 3.x and Higher
• Microsoft Windows: All Supported Versions

Cause

A setting in the policy is blocking ransomware-like behavior from the services removing the account (svchost.exe)

Resolution

• The blocking policy will need to be refined to allow the user files to be deleted
• Setting the sensor to bypass will allow the user to be removed

Additional Information

• A terminate policy for ** performs ransomware-like behavior will block any processes touching canary files including deleting a user account
• This is normally setup due to ransomware protection rules