Carbon Black App Control Reporter Service Start Failure

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

• Not able to start Carbon Black App Control Reporter service because of the following error:

  windows could not start the Carbon black App Control Reporter service on Local Computer.
  Error 1053:The service did not respond to the start or control request in a timely fashion.                                    

• Starting the service manually trough an elevated command prompt gives the following error: 

  C:\Program Files (x86)\Bit9\Parity Server\Reporter>ParityReporter.exe start
  Cannot start Carbon Black App Control Reporter due to invalid configuration in file User.config

Environment

• App Control Server: All Versions
• Windows Server: All Supported Versions

Cause

Corruption over the file User.config.

Resolution

1. Temporarily stop the Carbon Black App Control Server and Carbon Black App Control Reporter services.
   Note the User each service is running under to properly navigate to the correct directory in the next steps.
2. Delete the User.config file in:

   C:\Users\<ServiceAccount>\AppData\Local\Broadcom\ParityReporter.exe_Url_VALUE\ServerVersion\

3. Delete any/all temporary files in:

   C:\Users\<ServiceAccount>\AppData\Local\Temp\

4. Verify the Service Account credentials are correct in the Log On tab of the Reporter service.
5. Verify the Service Account is part of the Local Administrators Group on the App Control Server.
6. Attempt to start the Server & Reporter services again.

If the issue persists, contact Support.

Additional Information

• Server versions prior to 8.1.10 stored the User.config file in: 

  C:\Users\<ServiceAccount>\AppData\Local\Carbon_Black,_Inc\ParityReporter.exe_Url_VALUE\ServerVersion\

• Server versions prior to 8.11.2 stored the User.config file in:

  C:\Users\<ServiceAccount>\AppData\Local\VMware,_Inc\ParityReporter.exe_Url_VALUE\ServerVersion\