New Agent Package Generation Failing/Disabled Before Completion of All Polices

Products

• Carbon Black App Control

Issue/Introduction

When uploading new agent packages to the console, the policies show disabled after they attempt to update. 

High server debugging shows a similar message to this: 

[84] 2025-06-20 10:34:31 (46716 PackageGeneration) Windows package generation failed for policy <Policy Name>: turning off package generation

Environment

• App Control Server: 8.10.4 and 8.11
• Carbon Black Agent Packages

Cause

Table locks due to backlog processing are causing the package generation to randomly fail. 

Resolution

1. Run through the backlog processing hotfix. Server backlog issues with App Control version 8.10.4 and 8.11
2. Go to https://<servername>/shepherd_config.php
3. Find and set the packages being updated to True again:
   • GenerateWindowsInstaller
   • GenerateRedhatInstaller
   • GenerateMacInstaller
4. Save the setting change. 
5. Verify if the package generation completed successfully.