Getting Started with Windows Sensor Install Logs

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)
• Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)

Issue/Introduction

Identify common install, upgrade, and uninstall failures using the Windows Sensor Install logs

Environment

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

Resolution

Invalid Company Code or Installer Path

• Sensor Installation Fails- Log Short / No Errors Listed
• Sensor Install Fails With "Error 0x80004005: Failed to decode code/server"
• Upgrade fails with 'Error 0x80004005: Failed to register: Invalid activation code specified'

Network \ Proxy Issues

• Sensor fails to install after setting up Proxy/Firewall Permission for CB Cloud and shows 'Error 0x80004005: Failed to register' error in msi.log
• Sensor fails to install Error: "Failed to register: We couldn't connect to the cloud due to a network issue. Please check your network settings and try again later."
• Sensor Failing to Register When 54443 Port is Blocked in the Firewall or Proxy
• Proxy setting missing in cfg.ini after MSI install

Certificate Issues

• Sensor fails to install due to removed Root Certificate Authority
• Failed To Register: We Couldn’t Connect to the Cloud Due to an Untrusted Connection
• Disable Turn Off Automatic Root Certificates Update GPO to Allow Sensor to Install Properly

Interop Issues

• Unable to Upgrade Error - Incorrect Parameters for GPO Upgrade
• Sensor Installation stuck at "RunInf: Install for ctinet.inf"

Corrupt Sensor Install

• Sensor Reinstall Fails With Message "A newer or current version of Cb Defense Sensor 64-bit is already installed"
• Cannot upgrade sensor due to missing elam file
• Sensor Upgrade Doesn't Complete Until Reboot

Upgrade Issues

• How to Configure GPO to Allow Sensor Upgrades
• Sensor upgrade failure due to missing ELAM drivers
• Sensor Upgrade Fails Due to Netfilter Driver

Uninstall Issues

• Windows Sensor Remains In Bypass After Upgrade

Additional Information

• Although this KB cites some of the more common sensor install issues, please be sure to also search the Knowledge Base for any other known issues which may not be cited above. 
• If unable to find a solution to the issue, please open a case with VMware Carbon Black Support with the Environment Details and Diagnostics Files requested in the KB How To Troubleshoot Sensor Communication Issues