Agent Install Fails on Legacy Windows Versions
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Agent Install Fails on Legacy Windows Versions

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Article ID: 382568

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Updated On:

Products

Carbon Black App Control

Issue/Introduction

Installation of the Agent on Windows XP, Windows 7, Server 2003 or Server 2008 fails with references in the install log similar to:

<Cb Log> [11-21-2024 15:43:32] (WARNING) Unable to query: SOFTWARE\Microsoft\Windows\CurrentVersion\DIFx\DriverStore 

...

<Cb Log> [11-21-2024 15:43:33] ERROR:  Unable to start service 'ParityDriver' because of error 0x241 
<Cb Log> [11-21-2024 15:43:33] SUCCESS:Installation completed with code 0x0. 
<Cb Log> [11-21-2024 15:43:33] INFO:   RETURN: DriverPackageInstallW  (0x0) 

...

<Cb Log> [11-21-2024 15:43:40] Starting ParityDriver Rollback:  
<Cb Log> [11-21-2024 15:43:40] (WARNING) Unable to start ParityDriver: Error 1 
<Cb Log> [11-21-2024 15:43:41] (FAILURE) Unable to start ParityDriver 
InstallShield 15:43:41: Returning script function result
InstallShield 15:43:41: CallScriptFunctionFromMsiCA() ends, result 0x643

Environment

  • App Control Agent: All Supported Versions
  • Microsoft Windows XP SP3
  • Microsoft Windows 7 SP1
  • Microsoft Windows Server 2003 SP2
  • Microsoft Windows Server 2003 R2 SP2
  • Microsoft Windows Server 2008 SP2
  • Microsoft Windows Server 2008 R2 SP1

Cause

  • For Windows XP and Server 2003 versions: The wrong installation process is being followed and the SHA-256 driver is unsupported on the endpoint.
  • For Windows 7 and Server 2008 versions: A required patch (KB4474419) to support SHA-256 signatures is missing.

Resolution

  • If installing on Windows XP or Server 2003, verify the correct installation method is being used.
  • If installing on Windows 7 or Server 2008: verify the operating system has the latest Service Pack and all relevant patches, including KB4474419, then re-attempt install.

Additional Information

  • Additional steps may be required to successfully connect a Windows 7 or Server 2008 Agent to the Console.
  • The following command from an administrative command prompt on the Windows 7 or Server 2008 endpoint(s) can confirm whether the KB mentioned is installed: 
    wmic qfe get hotfixid | find "KB4474419"
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