Knowledge Base

Yes

Environment

To obtain the Sensor Removal Tool for Carbon Black Cloud Windows Sensor.

Starting April 22nd of 2021 the Sensor Removal Tool is available upon request only
If you encounter any install, uninstall or upgrade issue with Carbon Black Cloud Windows Sensor, please open a case with Carbon Black Technical Support
We want to collect the failed logs in order to make improvements to the install/upgrade/uninstall process

The Sensor Removal Tool (SRT) IS A TOOL OF LAST RESORT if standard uninstall fails. The main use-case for this tool is for when the normal uninstall methods fail
The tool is not designed to uninstall a Carbon Black Cloud (CBC) Windows Sensor, but rather to clean up application remnants left over from an incomplete or failed installation/uninstallation/upgrade
This should not be used by default, even after running the uninstaller, unless there are issues removing the product or updating the sensor to a newer version
The SRT will need to be run 1) in Safe mode and then 2) in Normal mode, requiring at least two system reboots

When opening a Support case, please provide the following:

Details regarding the scenario you're currently experiencing; e.g. what seems to be the overall issue
Verbose MSI log (generated at install using /L*vx option)
cb-installer-<sensor.version>.log (3.5.x.x and higher Sensors ) or confer-temp.log (3.4.x.x or older sensor)
- Easiest to find these files by running the following from C:\
```
dir /s cb-installer-*.log
dir /s confer-temp.log
```
- Otherwise the files can be located in any of the following locations
```
C:\Windows\TEMP\
C:\Users\<User>\AppData\Local\Temp\
C:\Users\All Users\AppData\Local\Temp\
```