Reputation Sync Errors Continue After Server Upgrade – Last_exec_time Not Updating

Products

• Carbon Black App Control

Issue/Introduction

• Despite upgrading to Server 8.11.4 (or higher) the Reputation Sync is not working with SecurityToken Expired messages similar to

  Connection Error :WSE511: It is invalid to use the secuiry token SecurityToken -  now because the token is either expired or postdated.

• In the /support.php > Scheduled Tasks page several tasks have a very old date for last_exec_time
• Errors in the Historical ReporterLog-TIMESTAMP.log similar to

  ERROR DatabaseConnectionWrapper - Database exception: Procedure or function 'ReportScheduledTaskExecution' expects parameter '@last_exec_time', which was not supplied.

Environment

• App Control Server: 8.11.4 - 8.12.0

Cause

During the upgrade or installation of App Control Server binaries relating to the Reporter service were not replaced. Typically this is caused either by

• Server upgrade allowed to continue despite missing permissions on the App Control Service Account (CRE-23713).
• A defect relating to handling of Special Characters on the Service Account during install/upgrade (EPCB-24872).

Resolution

1. Verify SQL Permissions for the Carbon Black Service Account.
2. Replace the outdated binaries relating to the Reporter service by either
   • Upgrading to Server 8.13.0 (or higher).
   • Reinstalling the App Control Server.

Additional Information

If the issue persists after upgrading or reinstalling, open a case with Technical Support and provide the following information:

1. Collect the versions of ParityServer.exe and ParityReporter.exe from the application server hosting the Console
   1. Open File Explorer and navigate to the Server install directory (ex: C:\Program Files (x86)\Bit9\Parity Server\)
   2. Right click ParityServer.exe > Properties > Details > Take a screenshot.
   3. Navigate to the Reporter directory (\Parity Server\Reporter)
   4. Right click ParityReporter.exe > Properties > Details > Take a screenshot.
2. Collect the most recent ServerInstall-TIMESTAMP.log from \Parity Server\Support\ServerInstall-TIMESTAMP.log
3. Collect the results of the most recent Analysis Script.