Troubleshoot Agent Package Generation Failures

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Troubleshoot cases where Agent Package Generations are failing. This presents itself when https://ServerAddress/InstallerVersions.php

• Version Installed: Contains a version when Package Generation is Enabled.
• Package Generation Status: Returns to Disabled after being set to Enabled.

Environment

• App Control Server: All Supported Versions

Cause

Package Generation will automatically turn off under two common scenarios:

• The Unbranded Installer file is missing/was deleted (Ex: ParityHostAgent.msi) 
• Sharing Violations are occurring on the files during Package Generation

Resolution

Initial Troubleshooting:

1. Install the Agent Installer certificates locally & re-install the relevant Agent Host Package Installer locally.
2. Verify each of the following:
   • Server AV Exclusions are added to all other security products on the application server hosting the Console.
   • No Trusted Directory exists for the /hostpkg/ directory.
   • The Service Account Windows Permissions have not been modified.
   • Verify that there is no current or deleted policy called ParityHostAgent or ParityHostAgent_Sha1:

     • use das; select packageName from dbo.host_groups (nolock) where packageName like 'parityhostagent%'

3. Delete the temp files from the Service Account local temp and Server's local temp directories.
4. Manually test Regenerating Policy Installers.

 

Manually Test Regenerating Policy Installers:

1. Log in to the Console and navigate to: https://ServerAddress/shepherd_config.php
2. Set the problematic Package Generation task to true:

   GenerateWindowsInstaller
   GenerateMACInstaller
   GenerateRedhatInstaller

3. Navigate to https://ServerAddress/support.php > Advanced Configuration > click Regenerate install files.
4. Monitor the /hostpkg/ page to see if the links disappear, or the Shepherd Config page to see if the relevant Package Generation task reverts to false again.

 

If the issue persists:

1. Start a Standard Procmon Capture.
2. Log in to the Console and navigate to https://<ServerAddress>/support.php > Diagnostics and choose:
   • Snapshot Server Logs (to write current logs and start a new file)
   • Logging Duration: 30 minutes.
   • Debug Level: Verbose
   • Script Debug Level: Verbose
   • Click Start Logging
3. Follow the steps above to Manually Test Regenerating Policy Installers.
4. Navigate to https://<ServerAddress>/support.php > Diagnostics > Stop Logging Now.
5. Complete the Procmon capture.
6. Navigate to Tools > Requested Files > Diagnostic Files tab and save the files:
   • ServerLog-TIMESTAMP.bt9
   • ReporterLog-TIMESTAMP.log
   • PHPErrors-TIMESTAMP.log
7. Zip the Procmon and Diagnostic Files together and upload to the Support case for further review.