Download Failures Due To Error[0000003C (FFFFFFFF)]

Products

• Carbon Black App Control

Issue/Introduction

Linux endpoints fail to download files (ex: Agent upgrade) and return an error similar to the following in the Console

Agent upgrade: Failed to download upgrade package: https://ServerAddress/hostpkg/pkg.php?pkg=/Bit9Redhat9Install.bsx. Error[0000003C (FFFFFFFF)].

Environment

• App Control Server: All Supported Versions
• App Control Agent: All Supported Versions
• Linux Operating System: All Supported Versions

Cause

The Resource Download Location specified is failing Certificate Validation on the endpoint.

Resolution

1. Verify the Resource Download Location settings:
   1. Log in to the Console and navigate to Settings > System Configuration > Advanced
   2. If using an alternate location, verify the proper steps were followed to update the Resource Download Location.
   3. If using the default (App Control Server) verify the Default Values are entered exactly as follows:

      Resource Download Location:
      https://**ServerIP**/hostpkg/pkg.php?pkg=
      
      Certificate Download Location:
      https://**ServerIP**/packages/

2. Verify the IIS Certificate bound to Port 443 is not expired, and formatted correctly:
   • Common Name shown should match Server Address from the General tab.
   • Expiration Date should be in the future.
   • A matching Certificate should be listed in the Trusted Communication Certificates list at the bottom of the Security tab, and Trusted.
3. Verify the required ports for App Control are available to the Server Address. By default these are 41002 and 443.
4. If using a Certificate issued by a Certificate Authority, install it on the endpoint manually:
   1. Use Terminal to issue the command:

      sudo cp your_ca_certificate.crt /etc/pki/ca-trust/source/anchors/

   2. Update the Trust Store

      sudo update-ca-trust

 

If the issue persists collect the Agent Historical Logs and open a case with Support.