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."

Products

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

Issue/Introduction

Sensor installation fails to complete with message in installation logs:

Failed to register: We couldn't connect to the cloud due to a network issue. Please check your network settings and try again later.

Environment

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

Cause

• The sensor must be able to connect to the Carbon Black Cloud backend in order to complete registration and installation
• Network problems prevent the sensor from communicating with the server so the registration does not complete

Resolution

• Communication issues between the sensor and server must be resolved
• This issue would be unique to the environment and should be resolved with a network admin

Additional Information

If installation is necessary due to a maintenance window while network issues cannot be resolved, the sensor can be installed in offline mode in steps here