macOS Sensor Installation fails with Error: "Installation failed - The installer encountered an error that cause the installation to fail."

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• Cannot install macOS sensor.
• Receiving error in GUI:

Installation failed - The installer encountered an error that cause the installation to fail.

• cbcloud-preinstall logs show error:

failed to copy resource /Library/Application Support/com.vmware.carbonblack.cloud/Config/cfg.ini.bkp to /Library/Application Support/com.vmware.carbonblack.cloud/Config/cfg.ini, had error code: 1

upgrade: Failed recovery of backup INI files

Environment

• Carbon Black Cloud Sensor: All Versions
• Apple macOS: All Versions

Cause

A folder exists on the machine from a previous install that needs deleted.  The installer then considers it an upgrade as opposed to a fresh install.

Resolution

1. Open Terminal.
2. Delete the folder found at: "/Library/Application Support/com.vmware.carbonblack.cloud/"

sudo rm -rf /Library/Application\ Support/com.vmware.carbonblack.cloud

Additional Information

Do not perform this on a legitimate upgrade attempt.  This should only be done on what should be a fresh install.